Road Runner Sports Inc

November 15, 2016   Revdex.com [redacted]l [redacted]   RE: ID #[redacted]     Dear [redacted]l [redacted],   Thank you for your inquiry into a complaint filed for:   Customer Information: [redacted] N [redacted] Daytime Phone: [redacted]...

Fax: [redacted] E-mail: [redacted]   Road Runner Sports appreciates the feedback brought forward by Ms.[redacted]         According to Ms.[redacted]’s shopping history with Road Runner Sports, in November 2015, Ms. [redacted] purchased two pairs of running shoes and two custom insoles from our retail store located in Costa Mesa CA.  At that time, Ms. [redacted] elected to add the VIP Rewards Plus membership to her purchase.  One of the benefits of the VIP Rewards membership is that the membership fee of $44.99 will be automatically renewed annually to the credit card used for the purchase. Ms. [redacted] should have received an informational welcome packet in the mail with the full details of the program, including the renewal feature and how she can redeem her earned rewards points as part of the membership. We also mail out a reminder of pending renewal with the opportunity to opt out before renewal takes place.      We are very sorry if the renewal charge came as a surprise to Ms. [redacted].  As requested, we have cancelled the membership, and issued a refund of the renewal fee to her credit card, which should complete processing within 3 to 5 business days, from the date of this letter.    We hope that Ms. [redacted] is satisfied with our attempt to resolve this dispute in good faith, and would like to invite her to continue to shop with Road Runner Sports.  Sincerely,     [redacted] Road Runner Sports

May 23, 2016Revdex.com[redacted]4747 Viewridge Ave #200 San Diego, CA 92123RE: ID # [redacted]Dear Mr. [redacted],Thank you for sending a response from [redacted], CA 91302, [redacted].  In Mr. [redacted]’s complaint he documented his desired settlement as: “I would like the $26.99 membership fee returned either to my American Express account or a refund check mailed to me.”  As stated in our initial response, we have provided a $26.99 refund to Mr. [redacted]’s credit card as he requested and therefore this matter is considered resolved and closed.  Sincerely,[redacted] Operations ManagerRoad Runner Sports

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

Review: This company has a membership program where a customer may pay a fee and receive special discounts on their shoes and perhaps other items throughout the year. My mom has had a membership which allowed me to use the discount when I bought running shoes. Last year I purchased at least two pairs of shoes using the discount from my mom's membership.

Today I checked my bank statement and found a charge of $24.99 to Rrs*roadrunner V800. I had not authorized any such charge, so I did a google search to try to determine if my account had been compromised. Based on the internet search, the fee was from RoadRunner Sports. I am not the first person who was shocked to uncover an unauthorized charge by RoadRunner Sports. I contacted RoadRunner Sports and was told that my mom's membership had been automatically charged to my debit card because it was the one they had "on file".

My name is different than my mom's. I have never signed a contract with RoadRunner Sports. I have never belonged to their membership program. I did not authorize a $24.99 charge to my debit card. My phone number is not associated with my mom's membership account. I am shocked that a company would make an unauthorized charge! Imagine the people who are being charged for someone else's membership fees!

RoadRunner did state they would refund my card, but it should have never been charged in the first place! Totally unethical business practices... and while I'm not an attorney - would imagine they are breaking some law here. Why didn't they phone or mail my mom to request payment for her membership renewal fees??Desired Settlement: RoadRunner has stated they will refund my account the $24.99 charge - but they need to immediately change this policy.

I will no longer be shopping at RoadRunner Sports based on their unethical business practices. I will also be telling everyone I know about what happened.

Business

Response:

March 13, 2015

Revdex.com [redacted] RE: ID # [redacted] Dear Ms. [redacted],

Thank you for your inquiry into a request from [redacted], [redacted], [redacted]. Ms. [redacted] mother [redacted] belongs to a VIP savings club which allows her and every friend and family member using her account to save 10% on purchases with Road Runner Sports plus receive free shipping on mail orders, and a 90 day return policy on shoes. The membership is a yearly membership, and automatically renews at $24.99.

At the time of renewal, [redacted]’s credit card was mistakenly charged for her mother’s VIP savings club renewal because the card was used on the account to make a purchase.

We never meant to catch Ms. [redacted] off guard with her VIP Family membership renewal. We cancelled [redacted]’s membership and refunded [redacted] the $24.99 annual fee on 3/5/15 when she contacted Road Runner Sports regarding the charge.

Sincerely,

Customer Experience Manager

Road Runner Sports

Review: I purchased a set of insoles on November 2, 2013 and was told I had to have the VIP membership in order to receive a return policy (total $86.46). The following day I decided to return my entire purchase as I was unhappy with it and I only received a partial refund of $66.47. I told the store of purchase I did not want the membership and they refused to credit me back anything despite charging me for a full year membership that I wanted returned after one day (no benefit to me since I returned the insoles as well, I just wanted my entire purchase returned). I called customer service the same day of the return (11/3) and was told on the phone that I would receive a refund within two to three business days as the service member I spoke to would forward it to the correct department. Several days later nothing happened, so I called again on November 7, 2013 and spoke to a different customer service member. They said that they would forward my refund request to the store and that they would make sure I received a refund within two business days. I have not heard anything and my credit card record shows no return since.Desired Settlement: I would like to receive my proper refund as promised by customer service over the phone of $19.99

Business

Response:

Review: I found a 24.99 charge on my credit card for RRS*ROADRUNNER VIPCLUB 800-901-9207 CA VIP from Road Runner Sports San Carlos. I made a one time purchase and do not recall signing up for any "membership". I have since noticed a number of other complaints about this same fraudulent activity from other consumers on yelp etc. I am unable to contact Road Runner as they don't pick up and I am trying to dispute the charge with my cc company but without success to date. They are taking advantage of consumers and they are advertising free memberships for points or something without clarifying that you are then charged 24.99 years later.Desired Settlement: I wish to have the charge of 24.99 refunded to my credit card by the company. I also wish for you to investigate Road Runner so that this does not keep happening to others.

Business

Response:

Review: I cancelled my membership with Road Runner by phone on 10.15.14, speaking with [redacted] at Road Runner. When I received a renewal notice this May, I **nfirmed my cancellation with [redacted] at Road Runner on 5.26.15. On 7.18.15, my credit card was charged for membership fees.Desired Settlement: Actually cancel my membership, leave me alone, and stop doing this to their customers.

Business

Response:

July

31, 2015

RevDex.com

Leah

4747

Viewridge Ave Suite 200

San Diego, CA 92123

RE:

ID # [redacted]

Dear

Ms. [redacted],

Thank

you for your inquiry into a charge for [redacted], [redacted] St., [redacted] ,

[redacted] regarding his VIP Family membership.

We

are sorry Mr. [redacted] was caught off guard with the charge for his VIP Family

membership after requesting it be cancelled.

Unfortunately it appears Mr. [redacted] has two accounts with Road Runner Sports,

each of which were members of the VIP Family program so he could save 10% and

receive free shipping on all purchases from the accounts.

As

requested, we have canceled Mr. [redacted]’s VIP Membership, refunded his renewal fee

on 7/31/2015, and merged his two accounts to prevent any future

miscommunication.

Sincerely,

Operations

Manager

Road

Runner Sports

Review: On 2/8, I ordered 2 pair of shoes. The total cost of those shoes were $139.94, which included the cost of the shoes minus a $15 discount on purchase totals over $100 (74.97 + 79.97 - 15.00). On my credit card statement the company not only billed me for $139.94, but also an additional $7.50. When I called all the representative could say was the total was incorrect and the shoes were actually supposed to be $147.44 and he would not correct the issue. I logged back onto their website and confirmed that the shoes are advertised still at the prices I originally bought them for, so minus the discount I should have only been billed the $139.94. The charge of $7.50 should have never been billed.Desired Settlement: Issue a credit back for the $7.50 that should have never been billed.

Business

Response:

Review: In 2014 I visited a Road Runner store and was charged for an annual VIP membership, which I consented to. After never returning to the store, on 7/15/15 I was charged $26.99 for another annual membership which I did not consent to. I called the Laguna Hills, CA store on 8/22/15 and requested a refund. [redacted] said she could offer me a partial refund but refused to give a full refund even though she acknowledged they had put me on a re-occurring charge without my authorization.Desired Settlement: To date I have not been refunded anything. I would like to be refunded the full $26.99 that I didn't authorize, be removed from the VIP list, and not charged again in the future.

Business

Response:

September

8, 2015

RevDex.com

4747

Viewridge Ave Suite 200

San Diego, CA 92123

RE:

ID # [redacted]

Dear

Ms. [redacted],

Thank

you for your inquiry into a charge for [redacted], [redacted] regarding her VIP Family membership.

On

7/27/14 Ms. [redacted] purchased a VIP Family membership in our retail store when

she purchased a pair of Adidas shoes. This

savings club allows Ms. [redacted] to save 10% on her purchases with Road Runner

Sports plus receive free shipping on any future mail orders, and a 90 day

return policy on shoes. The membership is a yearly membership, and

automatically renews at $26.99.

At

the time of Ms. [redacted]’s purchase it is our policy for Customers to be verbally

notified that the VIP club automatically renews annually for $26.99, and she

can cancel at any time. Ms. [redacted] should

have also received a “Welcome to the Club” information packet with her

purchase, which states the VIP

membership automatically renews at $26.99 annually, and that any member can

cancel the membership at any time.

Additionally it is Road Runner Sports’ policy to send a VIP Club Anniversary reminder to club members one

month prior to Club expiration. The

reminder offers an anniversary gift and states that the membership

automatically renews at $26.99 annually.

We

never meant to catch Ms. [redacted] off guard with her VIP Family membership renewal.

We have refunded Ms. [redacted] $26.99 as

requested. In addition we have cancelled

her VIP membership so it will not renew in he future.

Sincerely,

Road

Runner Sports

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,

Review: A few years ago Road Runner Sports had my credit card on file for there VIP service...I cancelled that card and assumed I was finished with the VIP service...In 2011 I received a $24.99 charge on a card that was unauthorized; I went to store angry and had charges reversed...

Fast forward to October 27, 2014, I had another $24.99 charge on an unauthorized credit card; I went to store really angry and had charges reversed...Desired Settlement: Road Runner Sports should be fined huge for unauthorized charges and victims should receive double the charges to their bank accounts and company policy should be changed...

Imagine all the people who don't check their accounts....

Review: I am a longtime customer of Road Runner (used to live in San Diego, but now shop online). Recently I've been getting emails that are inappropriate/inaccurate/creepy after I've been on the Road Runner website. In the past 7 days I have received 3 emails telling me that I left something behind in my cart, when in fact there was NOTHING left in my cart. I have double checked and triple check to ensure nothing was ever left behind. It's disturbing to receive an email that tells me I left something my cart and should act quickly before it disappear. It's disturbing because it's just plain wrong and quite frankly feels like I'm being stalked.

I wrote to Road Runner customer service on 2/17 and received a prompt response that stated "You deserve to know I have submitted an inquiry with our web team to get this issue corrected. This process may 3-5 business days to be completed."

Another false and harassing email arrived from Road Runner so I emailed again on 2/18. The third email I received 2/24. Each time Road Runner responds and says they'll handle it, but I no longer believe them.

Again, there is NOTHING in my cart and I find this an unacceptable marketing practice and invasion of privacy. I've been a customer for many, many years as I used to live in San Diego. If this practice doesn't stop I will choose to take my business elsewhere. Again, emails are WRONG, they are creepy, and they make me feel violated. Make it stop.

Plus, it's really doing the business no good to send emails that are just plain wrong and ill-targeted.Desired Settlement: These emails need to cease and desist immediately. I did not click unsubscribe from the emails because that will prevent me from receiving benefits. However, if these incorrect and harassing emails do not stop then I will have no choice but to unsubscribe and take my business with me (along with that of family and friends).

Business

Response:

March

9, 2016

RevDex.com

4747

Viewridge Ave Suite 200

San Diego, CA 92123

RE:

ID # [redacted]

Dear

Ms. [redacted],

Thank

you for alerting us to an email issue [redacted], [redacted] is experiencing.

We

believe we found the system error triggering the emails and resolved the

error. We appreciate Ms. [redacted]’s

patience while we researched the issue.

We

apologize for the inconvenience and appreciate Ms. [redacted]’s continued

patronage.

Sincerely,

Road

Runner Sports

Review: I ordered three different pairs of shoes through road runner - asics, brooks and saucony. The asics wore out before the 90 days was up for warranty - I have the VIP membership. I contacted the company and they sent a return label. I returned the Asics. They credited me for the brooks (which I still have at home) which cost about $40 less than the asics. I have contacted them on multiple occasions regarding this issue and they insist that Im wrong.Desired Settlement: I just want another pair of the exact shoe that I sent them - Asics Nimbus 17 size 10 in blue and orange.

Business

Response:

Feb 12, 2016

RevDex.com

4747

Viewridge Ave Suite 200

San Diego, CA 92123

RE: ID # [redacted]

Dear Ms.

[redacted],

Thank you for

your inquiry into a refund concern for [redacted], [redacted].

We were able

to connect with [redacted] and resolve the issue.

Sincerely,

Road Runner

Sports

Review: Extremely deceitful billing practices. After ordering shoes online from the 2 years ago, they are now charging me a $25 membership fee with no announcement or email notification. No communication whatsoever. A quick google search shows this is common practice for them. I hate these con-artist corporations.Desired Settlement: I would like an instant refund of my $24.99, and I would like them to know I will never shop with them again.

Business

Response:

Review: I purchased a pair of brooks beast shoe on 06/09/14 I returned shoes due to them being defective. They received shoes but failed to refund my debit card ending in [redacted]. They made a mistake and refunded amount of 150.62 to a previous order that I made thru Ebay the amont of 150.62 went to bill me later a credit company that is offered thru paypal. I no longer have the acct I contacted bill me later and they advised me that the only way roadrunner sports will get the money back is if the do a credit stop and that there is nothing I can do . Roadrunner sports is telling me that they have refunded the amount and considered this transaction closed. I have lost 150.62 since they made a mistake and failed to refund the amount to my correct debit card which the have for shoes purchased on 06/09/14.Desired Settlement: For my debit card refunded the amont of 150.62

Business

Response:

Review: I purchased a Garmin Forerunner 620 from Road Runner Sports through Amazon.com. Later, Road Runner Sports agreed to have this returned for a full refund, in an email confirmation. I followed their instructions and returned it. I have since emailed Road Runner Sports numerous times to find out if they received the returned watch. The USPS web site says "Picked up by Agent."

However, Road Runner Sports has steadfastly refused to respond to my question. Instead, they send generic emails back that simply confirm the return procedure.

I sent the package back on December 12. It was picked up on December 19. It is now about 4 weeks since I sent it back, and according to Road Runner Sport's promises, I should have my refund by now. I hate to make a complaint, but I have tried at least four times to get Road Runner Sports to follow up on my refund, and I get responses that just overly generic and do not answer or address my issue. I am owed $434.99 on this refund.Desired Settlement: Road Runner Sports should refund my Amazon.com account $434.99, as promised. I would accept an alternate form of payment, but given this experience, I would not accept store credit.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], 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.

Thank you. The day after I notified Road Runner Sports that I had submitted this claim, Road Runner Sports issued the appropriate refund. This matter is resolved, I appreciate your service.

Review: In August 2012, I ordered a pair of Newton running shoes from Road Runner Sports online. I am a "VIP Member", which allows me to try shoes for 90 days and return for refund if I'm not satisfied.

The shoes gave me horrible foot pain, so I mailed them back. The minute I mailed them back, I realized I left my custom orthotics ($300) in the shoes, rather than the inserts that came with them. I immediately called Road Runner Sports and spoke to someone, who said they would flag the return and find the orthotics. Three days later, the return was processed and shortly thereafter, my money was refunded. I called Road Runner Sports three times, and they said they never found my orthotics. This seems impossible, since they were IN the shoes, which would be processed and resold.Desired Settlement: I would like Road Runner Sports to pay for my orthotic replacements, approximately $300.

Business

Response:

Review: I placed my order number [redacted] at http://www.roadrunnersports.com on 03/05/2104 but I never received this package. Pacakge lost in transit. Called roadrunnersports regarding this lost package more than 3 times. Issue still not resloved. Very upset about this. Please take care of this for me ASAP.Desired Settlement: I need my order to be reshipped ASAP.

Business

Response:

Review: I have previously made purchases at road runner sports and also purchased the VIP club because it ended up making my purchase less expensive if I purchased the VIP club. I never agreed to have my VIP club membership automatically renewed. Although I never asked or agreed to have the VIP club membership automatically renewed, my bank account was debited $26.99 on 5/5/15 without my authorization. I assumed this was fraudulent activity on my account, so I had to notify my bank, have my debit card cancelled, and be reissued a new debit card. Only after I researched the issue online did I see that other customers have had the same issue of being automatically charged for VIP club membership without their approval. I frequently check my bank account for discrepancies or unauthorized transactions, but I wonder how many people have been charged for this and are not even aware. This issue should be looked at by management because it is not good business practice to charge customers for something that they never authorized.Desired Settlement: My bank has already disputed the charges and may account has been credited $26.99. I hope that management seriously looks at this issue because it is unfair to customers. I am very reluctant to shop at Roadrunner again because the business practices seem to be fraudulent.

Business

Response:

May

18, 2015

RevDex.com

4747

Viewridge Ave Suite 200

[redacted], CA 92123

RE:

ID # [redacted]

Dear

Ms. [redacted],

Thank

you for your inquiry into a charge for [redacted], [redacted] St., [redacted],

CA [redacted] regarding her VIP Family membership.

On

5/16/15 Ms. [redacted] purchased a VIP Family membership in our [redacted] retail

store when she purchased a pair of Reebok shoes. This savings club allows Ms. [redacted] to save

10% on her purchases with Road Runner Sports plus receive free shipping on any

future mail orders, and a 90 day return policy on shoes. The membership is a

yearly membership, and automatically renews at $26.99.

At

the time of Ms. [redacted]’s purchase it is our policy for Customers to be verbally

notified that the VIP club automatically renews annually for $26.99, and she

can cancel at any time. Ms. [redacted] should

have also received a “Welcome to the Club” information packet with her

purchase, which states the VIP

membership automatically renews at $26.99 annually, and that any member can

cancel the membership at any time.

Additionally it is Road Runner Sports’ policy to send a VIP Club Anniversary reminder to club members one

month prior to Club expiration. The

reminder offers an anniversary gift and states that the membership

automatically renews at $26.99 annually.

We

never meant to catch Ms. [redacted] off guard with her VIP Family membership renewal.

According to her complaint, she has

already worked with her bank to remove the charge. Her VIP Membership purchased on 5/16/14 has

been turned off and will not renew going forward.

Sincerely,

Customer

Experience Manager

Road

Runner Sports

Review: Deceptive billing practice. The price shown on the screen after making a purchase is not what is charged. In my case they add another charge of 5% against my Credit Card in addition to the charge they show on the screen. They don't include the either of the order charges in the order confirmation email or on the order history screen on the web page. They have a VIP program that gives a 5% discount and they obviously know whether you are a member or not so they should show the correct price when ordering. They should ONLY charge the credit card what they show on the screen.

When I called they said it is up to me to keep up with the VIP status. I contend it is up to them to display the correct price on the screen since they obviously know it. They agreed to refund the $3.73 charge but so far it has not shown up.

I can provide a screen capture showing the quoted price and the extra CC charges. The original price is only shown temporarily when ordering.Desired Settlement: Refund the extra charge ($3.73)

Fix the system to display the correct price when ordering

Add the price charged to the order confirmation email

Add the price to the order history screen on the web

Business

Response:

April

24, 2014

RevDex.com

5050

Murphy Canyon, Ste 110

San Diego, CA

92123

RE:

Complaint #[redacted]

Dear [redacted]

Thank

you for your inquiry into an order placed by [redacted] Road

Loganville, GA 30052.

On

March 31, 2014

Mr. Ludwick placed an online order at Road Runner Sports for two Mens R-Gear Singlets. Mr. Ludwick is a Lifetime Run America Club Member

which entitles him to 5% off the regular price of the items he ordered. At the time of his online order the VIP Family

Club option was selected but [redacted] is not a member of the VIP Family

Club. The VIP Family Club gives 10% off

the regular price of items ordered. When

the VIP Family Club option was selected, our website gave [redacted] the

benefit of the doubt and populated VIP Family Club pricing in the shopping

cart. When the order downloaded from our

website to our order management system, the error was automatically caught and flagged.

We

are a 30-year-old company that takes pride in our reputation of providing an

outstanding Customer experience. We

never meant for [redacted] to have a negative Customer experience. In the spirit of Good Will, we refunded [redacted] $3.73 on April

9, 2014 when he called to inquire about the $3.73 charge.

Sincerely,

Customer

Experience Manager

Road

Runner Sports

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The RRS reply is deceiving. There is an implication that I selected the higher status at the time of the order to get the additional discount (10% off). This is incorrect, the web page lists the customer status and it is also reflected on the users profile page. The customer status can change over time as programs change. RRS expects the customer to keep up with any status changes although RRS obviously knows the current status since they charge the customer based on the status. The bigger issue and result of RRS not keeping the status current with what they know is the price quoted when the order is placed is NOT what is charged. RRS adds a second and additional charge to the CC if there is a status change. The additional charge is placed against the customers CC without any notification to the customer at the time of purchase or by any other notification method. The order confirmation email for the order does not include the correct and total price. In fact it does not include the price at all, neither what was quoted at the time of purchase or what is ultimately charged. The customers order history on the user profile web page does not include the price either. Again neither the price quoted at the time of order or the price ultimately charged. It appears that RRS hopes the customer will not notice they are charging more than shown when the order is placed by not disclosing the price on the users order history or in the confirmation email.

Review: I signed up for a VIP membership and was told that this membership would be auto-renewed for $24.99 in December 2014 unless I cancelled my membership before then. I cancelled my membership several months before December 2014, yet was still charged the autorenewal fee for $24.99 in December 2014. Upon inquiry, I was refunded the fee, but was then also told that my membership would continue until December 2015. I had already cancelled my membership and did not want to continue this membership any further, yet I have somehow been roped into another year of membership against my will. I have no faith that I will not somehow be charged automatically again in December 2015. Communication with the company has been frustrating and they have not been responsive to my requests or questions.Desired Settlement: I would like confirmation that my membership is cancelled and that I will not be automatically charged for membership renewal in the future.

Business

Response: