Finish Line
Reviews and Complaints

As someone who values quality and reliability in athletic gear, my recent experience with Finish Line left me utterly disappointed. I placed an order for a pair of shoes, eagerly anticipating their arrival, only to be met with frustration and inconvenience. The lack of transparency and communication from Finish Line's customer service team was disheartening. Despite multiple attempts to resolve the issue, my concerns were met with long wait times, unhelpful responses, and ultimately a canceled order without any explanation. As a customer, feeling scammed out of $58 as a college student is not just a financial loss but a blow to trust and confidence in the brand. The entire ordeal has left me questioning the integrity and professionalism of Finish Line. Moving forward, I will be seeking alternative retailers that prioritize customer satisfaction and uphold their promises. It's essential for businesses to understand that customer loyalty is earned through consistent quality service and transparent communication, qualities that were sorely lacking in my experience with Finish Line.

I ordered a pair of sneakers with one week shipping and they came the day after. I called the next day to see when they were coming and the lady was SO INCREDIBLY helpful. I will use finishline again. Note that I have not worn the shoes a ton but from what I have they have been great! Great expierence for me.

I bought a pair of tennis shoes and they were uncomfortable. I thought I had the macy' s return policy. It turned out they are "vendors" inside Macy's, so guess what? NO RETURNS IF YIU WORE THEM!
I think they should disclose this, so consumers will know what to expect before purchasing inside a store they trust.

Honestly, I am not sure where all of this Finish Line hate is coming from. Literally a week ago, I ordered some Nike shoes in a men's size 10. A week later, they come in perfect condition and in my size! For 40 dollars as well! I honestly don't see what y'all are complaining about and you shouldn't have a reason to. Finish Line, 5 out of 5 stars. Haters, COME AT ME.

We went to FinishLibe in Town East Mall ( Mesquite TX) and Christian is a wonderful saler is a great outgoing and helpful person.
I definitely will buy again at this location since I have to drive 25 minutes to get there I prefer because at the Fireweel mall Garland the costumer service is horrible and is at 10 minutes from my house. For the finishLine in Garland I will give 1 star

I could go on and on all day long about Finishline. They have an awesome Rewards Programs, Birthday Discounts, Frequent Sales, Clearance Items & promo codes, plus emails on sales and events, free shipping to your store, or Free depending on the promo code you can find, how much u spend ext. Finishline is our Families go to place for our daughters shoes bc she mainly wears Jordans and thats all her daddy wears besides his work boots.

I stopped shopping at the Finishline in Smith Haven Mall because the store manager was incredibly rude and the service was terrible. Recently, I found out that there is a Finishline in the Macy's by my house in Commack. I went in and the service was great. The store manager, Paige, was wonderful and polite and assisted me with everything I needed, I ended up buying a few pairs of shoes from her. I will definitely be shopping at the Commack location again!

Purchased a Jordan retro 9 from finish line on September 22nd because I could not find the size any where else and It was a birthday present for my daughter. After reviewing all the negative reviews I immediately called to cancel the order and informed the representative why. I was assured it would take 48 hours. I could not believe it but that same evening I received an email indicating it was in the mail. I was still apprehensive but continued to track the package. I was overjoyed that the package was delivered on my daughter's b'day and she was extremely happy. I would definitely shop here in the future.

I received the wrong-colored shoes in the mail from an online order. The customer service rep said that I either need to go to a local store or to a UPS store to return the shoes even though the error was made on their part. I was disappointed about having to spend time to make the return and then decided to reach out to an executive at the Corporate office. What a huge difference. He partnered me up with a magnificent rep who took care of my issue. I got the wrong shoe picked up, and also got the right shoe delivered to me within days. If the standard 1-800 reps can't help you at first then I do suggest you reach out to someone at the top before putting out a bad review. Leadership at this company really do value their customers.

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. FCK YOU FINISHLINE! YOU SUCK!

If buying from Finish Line with their gift cards, be sure to buy from the store with a store associate. If you’re buying online, they won't send you an order number or an email confirmation and they'll steal your money... My $100 gift card balance is zero with out an order confirmation and my $50 dollar gift card is at zero. I called, Finish line can't do anything about it, gift card company can't do anything about it. Y'all need to fire some of the pirates that work at your company...

On July 11 you had a promotion code GET70 and most of the items were not applied even when you had the items with the code ( I have the screenshot that I will be sending to you) I even called the chat and they told me to place the order without the code working and after getting the confirmation email they will place it manually . And they did something with some items without including all the items . They said that north face was out of the promotion , but for me if you have an item with a code promoting you should respect the price. That’s a fraud showing an item with a code and not respect that code. And the worst of all is that you tried to solve this with customer service and no one cares.

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.

Today was very disappointing as well disheartening I sat and watched boxes of shoes of a particular shoe that was states wasn’t available processed out of the doors at the finishline at Westfield Brandon mall

622 Brandon Town Ctr

Brandon FL 33511 the was given in multiples and negotiations of more money was stated to be given due to this shoe was not to be released I couldn’t believe this was happening. This isn’t the first time I have seen this occurring the last time it was with my sons shoes they tried to keep them even when I showed Identification due to him being stationed overseas this has to be stop these managers males of course . I was given there names by an associate

In November I purchased a pair of shoes that my daughter wanted, I wanted to surprise her with them for Christmas. When she opened the box Christmas morning she was so excited. She went to try them on and that’s when we discovered that she had been given two of the right foot - no left foot. I told her no worries that it would be an easy fix. I waited until two days after Christmas and went to the battlefield mall in Mo to return them. They didn’t have the shoes in store so they said they would ship them to my house. They were very helpful and kind, it’s been almost two weeks later and no shoes. I called today to check the status and ask why I hadn’t received an email that it had shipped, the manager was a lady who was very hateful and unhelpful. She told me that none of the information I provided was correct, and that she has no evidence of this is the computer. I described the manager that helped me - she said that contacted him and he remembers but she still can’t make an order appear out of thin air. So then I asked if they have my shoes there that I returned, she states that they do. I then say so what do we do? She said she can’t do anything unless I find the receipt with the order number - So it’s on me? Then she told me to call customer service - they messed up twice and they blamed me. I think the order was never placed because I never received an email. Or it was cancelled because customer service said they no longer have my daughters size. So I have to wait three to five business days to see if they will issue me a refund. Im so frustrated, I don’t know why they can’t find it or help their customer. Hands down the worst customer service I have ever experienced - other than the first two employees that helped me two after Christmas. Now my little girl is sad that it wasn’t an easy fix and it would appear she gets no shoes and I’m out almost 90$

I placed two orders for the end of the year sale with an online order. Order #[protected] and #[protected] both were processed and I was charged. Overnight both were cancelled, apparently their deals were too good to be true, no offer to make it right nothing, now I am sitting on two pending charges on my credit card with nothing else happening. I am upset that the charges are still pending but even more upset that finishline is not standing by their own deals. This has been a joke, sent an email, tried to call and the wait time was ridiculous because they have done this to 1000s of people who are in the same boat as me. There has to be some way to make this right for all customers.

Seen a pair of sneakers for over a week in the Milford CT store and once I had decided to purchase said sneakers, I returned to the location and simply attempted to buy them, once rang up I was informed that the pair was over 40 more than the tag from their store on the product. I was told that it basically didn’t make any difference that he couldn’t care less. When I mentioned that it was incredibly bad customer service and that I didn’t appreciate the attitude and disrespectful tone he had been using with my wife and myself, he said he also didn’t give a “[censored]” about that either . I then asked for the corporate number and his information that I was going to have to make a complaint about him and his horrible service, he said it wouldn’t matter and that nothing would happen to him anyway that he world continue to do whatever he wanted and nobody could do a damn thing about it, and that nothing any customer says matters to him that it’s his store and finish line can kiss his [censored].

Good evening,

On November 29, I ordered a pair of Jordan that I intended to give my boyfriend for Christmas. Order #[protected]. After waiting for almost two weeks and no shoes, I verified the tracking # to realize the shoes were never picked up by UPS, shipped, or delivered. It has been over a week since I called customer service, which I could hardly understand on the phone, and I haven't heard back. What a nightmare this purchase had become to me. I have been a customer for a long time and I am very disappointed by the fact that you guys charged my account and never delivered the shoes and I have to fight to get my money back when it is clear that I never got the shoes. Please check the tracking # to confim. #1Z5AT825YW20180527

I hope with this message I can get someone to reach out with a resolution and hopefully compensation since this had been nothing but a horrible experience and the shoes I bough for Christmas will never get here on time even I ordered on November 29.

Sincerely,

Maria Medina

I found "Nike Blazer mid '77 Vintage Casual Shotes" at the Finish Line store in Macy's and they didn't have my son-in-law's size, so they stated to go online and order them. I found the color (White/Black/Sail/Chlorophyll - BX6806 116) and ordered a size 10. I received them on 10/20/22 and was about to wrap them up for his birthday when I decided to show my son how cool they were. All my son heard was "WTF"? I've attached the photos, (1 of which is from the Finish Line website). I called them up immediately and made a complaint. The guy at customer service understood my complaints and stated he would send me a shipping return label and would put the correct shoe on hold and as soon as UPS scanned the label, they would immediately ship out. The problem I had was that someone at Finish Line decided to trade out 1 of the shoes for a different color (blue and red), as if it wasn't obvious. I kept going back to the website to make sure I hadn't ordered a pair of shoes with 4 colors, but only 2 (basically the green and black). I explained that I highly doubted NIKE had send these mismatched shoes and that it was most likely an inside job of someone wanting one of each and not thinking someone would like the same. I told the guy the quality assurance was terrible, because you go anywhere, store associates check themselves to not only make sure the shoes match, but the size as well in case someone switched them out. Customer service guaranteed after my huge concern I wouldn't get the replacement, that he would put a hold on a pair since they were running out. I sent the shoes the following day and now, 3 weeks later, I decided to call Finish Line since I had been gone for a week from the office, and found that they were not sitting waiting for me. I was informed that they had "run out of the shoe and would not be able to replace". I explained my frustration of everything I'd gone through and that they had promised me it wouldn't be an issue replacing. He then informed me he would be requesting a refund plus an additional $10 for the inconvenience. I then asked him, why wasn't I informed when they realized the shoes they had promised to hold for me, would not be coming and thereby refunding my money immediately? Though he apologized several times, I couldn't wrap my head around all the lies that had been told to me and then on top of it, they were committing fraud by not even bothering to refund me as soon as they realized they couldn't fulfill the order. The attitude was more like a "whoops", we'll make sure this doesn't happen to any other unsuspecting victim. I then asked to speak to a manager and was supposedly transfered to a "Leonardo", who made it clearl they don't "put holds on shoes, it's first come first serve". He kept sayingm don't worry, I'll refund your money. My response was that refunding was a given, why wasn't it done though immediately and not 3 weeks later when I called in, and that I would claim fraud for the shoes I received, then having to return based on getting a replacement quickly and in fact, was also told they would expedite since they screwed up the order once UPS scanned the return label, again, someone intentionally traded shoes and they sent me the mismatch. I can't believe NIKE would have made such a mistake when shipping the shoes. But for them to make it sound like they were doing me a favor in returning my money? And by the way, "don't worry, it'll take 3-5 days", so as if waiting 3 days wasn't long enough? How is it that they didn't even bother to compensate me for the several calls, the disappointment and then having to take off time and find a UPS store in order to ship back? I even asked if I returned them at a Finish Line Store, would it be faster getting the replacement and they told me no, that I would need to reorder but the shipping label informed them it was ok to send out replacement so shipping would be faster...CLEARLY IT WASN'T.

I purchased a pair of sneakers for Father's Day the week before Father's Day. Everything was delivered in the order, as I had paid for expedited shipping except for the sneakers, the big ticket item. On the day that they were supposed to arrive, I called Finishline to see where my order was because it was still saying processing, and I had paid for expedited shipping. I was then told that my order was canceled three days prior. I was never notified, I was never refunded, nor was I even given the inclination that this order would not arrive. Now here it is the Friday before Father's Day, and I am without a gift to give my husband from his children. I am extremely pissed and feel like Finishline and other large companies like this one gets away with taking advantage of their customers, through poor customer service, through poor practices, and a blatant disregard for their customers' money and time. I know that this complaint will probably go nowhere, because most of the time that is happens. However, if I can prevent just ONE person from shooing here, and they tell another... then I have done my job. Finish line YOU SUCK! And no, you will not feel the effects of just one customer who doesn't shop with you, but always remember it just takes 1 person to share with another, who shares with another, who shares with another. Eventually, this trash [censored] company will be out of business. And I'm starting with blasting you on EVERY social media platform I can.

I am writing to you this morning to make you aware of a situation that took place in your store located in Opry Mills mall in Nashville, Tennessee on April 7th at approximately 11:30am. My daughters and I traveled from Western Kentucky to Nashville to do some shopping at have lunch. When we got to your store my youngest daughter had asked about a pair of Air Jordan's that were on display. The sales associate told her that unfortunately her size wasn't available however, they had just gotten in another pair or pairs (at the time that was unclear) in a different color scheme and she could bring it out to show her if she were interested. When she brought them out my youngest daughter wasn't interested but my oldest daughter immediately was in love with them. I realize that these shoes at 150.00 are significantly less than those being sold on online shoe sites but for a college student in our family this type of purchase would still be considered a "want" and not a "need". Seeing her dilemma your sales associate gave us the option of holding the shoes while we finished getting the items we were there for and giving us time to think about it. I don't know if this is common practice in your stores or if it's even allowed, but none the less your sales associate made it very clear that it was no problem and that she would put them back and hold them for us. We told her we didn't have much shopping left and would return shortly. That's exactly what it was. We returned to your store less than an hour from the time that we left. When we approached the same associate we spoke with earlier and told her we were there to buy the shoes that she had on hold for us she simply looked at us and told us she SOLD THEM! She didn't even show an ounce of empathy for what that statement meant to my daughter. When I asked her how it was possible how a pair of shoes that were put on hold for us could've been sold to someone else. NO response. This leads me to believe that the shoes were never marked hold for us or it was simply disregarded and sold anyway. I know you are in the business of selling shoes and understand the significance and devastation that my daughter and I were going through once we realized that your employee sold an item that was promised to and at the very least should have been an option for us to purchase first. To add salt to the wound, your employee didn't even offer an apology or any sign of remorse for her actions. She simply dismissed us by checking out the next customer as if there was no need for any attempt to rectify the situation that she in fact created. I know that in the grand scheme of things this is just one sale among thousands that your company handles each day but for my daughter she wasn't planning on buying these shoes and reselling them for triple the amount. She was buying these shoes to keep and wear and enjoy. I think if we had gone into your store and they hadn't had her size or if the sales associate would've simply said that this was the only pair and that we needed to make a decision right then, then we most definitely would have bought them right then or left and realized they may not be there should we choose to come back and we would have been fine with the outcome. But for us to be given the option to think it over and for us to do that within a very reasonable amount of time to only come back and find out they were sold to someone else is just bad business and leaves a very bad perception of how Finish Line regards their customers. I have already been online to try to find the same pair of shoes in question and they aren't available. This was such an avoidable situation and Finish Line and it's employees needs to do better.

I am extremely disappointed, I place a order on March 27, the items we're supposed to be here before Easter. I ordered sandals and sneakers . They delivered my sandals and I opened the box it was a back pack! And no sneakers and the tracking number the shipping is no where to be found. My child had no gifts for Easter due you your mistake. I called customer service both reps gave me the run around, I asked for a manager and never got a call back. This is unexceptionable. Finish line is a big multiple store. I will NEVER shop with your company again. I want my items I paid for, I want my sandals overnighted or the quickest shipping possible! This is beyond ridiculous

You have customer service representatives, that work from home in Indianapolis, Indiana her name is Jessica Sims, She smoke weed why she on the clock and talking to customers on the phone, I am finish line customer like to stay private in this matter, She smoke weed everytime when she on the phone before, and after of every call and why she waiting.

I order a pair of sneakers and it was available at the time I ordered them. After waiting 2 weeks and having to call customer service, that's when I was told the sneakers are not available. Why wasn't I contacted about this and second why did they have the sneakers stated available at the time the took my money. Horrible customer service..They should not be in business.

I would think twice prior to ordering anything online with finish line. I have had 3 issues with 3 different orders. This last order again! They sold some shoes not in stock, however it allowed me to order and pay for order. Last order they just cx order without notifying me! This time of course still waiting on order and it's been literally almost a month?! Same issues! I'm over it! Not purchasing anything else online with this incompetent company. Retailers wondering why amazon is taking over! Well here is one reason!

When I received my order one shoe was missing from the toddler size 9. I contacted customer service n was told I needed to return the one shoe once they received the shoes back they would ship out the new order as next day shipping. I was told at that time that they did have the store in stock. I shipped the shoe back and it was received there on 12/14/19. I called in on 12/17/19 and was informed the shoe was received and the new order was sent out. I asked for a tracking number the representative told me she did not have it but the oder should arrive by 12/19/19. I called in again on 12/19/19 when I received a email stating my order was canceled. I was then told that the order was canceled because they did not have shoe in stock any more after being told it was in stock n was shipped out already. I was then told they would contact the local store in my city to see if they had it there. I was called back and told that they were able to locate the shoe at the store and that they were going to created a shipping label and I would receive a email with a tracking number. About 20mins later I received another email stating the order was canceled.  when I called in on 12/20/19 I was told again the shoe was out of stock after just bringing told they were shipping it. The shoes were a gift for my son. This is a very big inconvenience. I could of purchase the shoes from another store. It's now 5days until christmas. I'm very upset how i've been getting the run around from your customer service. I have to wait on hold for a hour everytime I call i'm before I can even speak to a person. Everyone I spoken to had no training or knowledge in what was going on. I will never buy from finish line again!