Road Runner Sports Inc

Review: I recently purchased some running shoes on line from Road Runner Sports. I am a VIP member. My complaint is about two different instances during my purchase that I feel are misleading and dishonest. I had to call to get my discount from a service representative because on line acknowledged my discount code but did not take the percent off until I called. What enraged me was when I went to return one of the pairs of shoes the return slip only has a spot to check store refund or exchange. I was puzzled that there was no box for credit to my charge. I called customer service and was told to write in "refund to my credit card on file" I feel this is a misleading and dishonest return form. Customers are led to believe they can only get a store credit instead of a full refund. I almost got caught myself.. I buy a lot of items on line- and have never seen this practice on a return form. If I didn't need the one pair for a trip I was going on- I would have returned both pair. I cancelled my VIP membership- asked customer service to register a complaint- Never heard from anyone. Customer service did state that the return form is a frequent complaint. Perhaps there should be a class action against this company for all the returns that were only given store credit.Desired Settlement: Change the company return/exchange form to include a box for credit card refund

Business

Response:

Review: I purchased a pair of running shoes from this company one year ago. They enrolled me in their "VIP Club" and charged my debit card $24.99 one year later without my permission. I do not have an account with this company and they do not have my email address on file yet they have somehow stored my debit card informaiton and made an unauthorized charge one year after I purchased an item from their store.Desired Settlement: I want them to refund the charge they made to my account, delete my bank information from their database and be required to seek authorization in the future before charging current or former customers. This is a shady business practice at best.

Business

Response:

Review: The shoes I ordered online said in the description, that a 3rd party vendor supplied those shoes and they would ship within 3-5 business days.When checking out, I was offered Road Runner's "VIP" service. For $1.99 the first year, and $24.50 subsequent years, my product would ship WITHIN 2 HOURS IF THE PRODUCT WAS IN STOCK. When I placed me order, it said the product was in stock! Great! I thought. I'm getting special treatment because I purchased their VIP package. My shoes will be here faster than normal. NO WHERE DID IT STATE ON THE SPECIFIC PRODUCT PAGE THAT THE VIP SHIPPING SPECIAL WAS NOT AVAILABLE ON THIS PRODUCT. Yes, it said it shipped from the supplier within 3-5 business days. In red. But as the order was processed, the VIP service offer was flashing at me on every page! Get it faster! Get it shipped free! This was false advertising by omission to promote sales of their VIP service. The best benefit? If it's in stock (no mention of whose warehouse it might be in) it ships in 2 hours. Nice way to reel us in. CLARIFY THIS OFFERING ON THE PRODUCT PAGE! Sleazy marketing, Road Runner Sports!Desired Settlement: Force them to clarify their offers. Add a disclaimer mentioning instances when the VIP service is actually NOT available on a product. Saying that a product ships in 3-5 business days from the supplier warehouse appears to be the service level for regular customers. The VIP service that is promoted, would not apply in this case, but it never said that anywhere.

Consumer

Response:

Hello:

Review: In 2010, I purchased running shoes through RoadRunner. I did not agree to further charges being made on my Discover card. On September 12, 2011, I was charged $24.99 by RoadRunner Sports to my DiscoverCard. This was not a charge I agreed to and at the time called and requested a refund. It has still not been refunded. I very much want it refunded.Desired Settlement: A refund of $24.99 to my Discover card as was requested in 2011. This was not a charge I agreed to and at the time called and requested a refund. It has still not been refunded. I very much want it refunded.

Business

Response:

Review: I bought a pair of running shoes from this company and they sent me two left shoes that were 2 different sizes! I sent these shoes back over a month ago for exchange and the company only states that it takes 2-3 weeks from time of mailing till they receive returns. It has been over a month and I can't get a real answer from anyone at the company! It is a prepopulated response. I feel like this is out and out fraud to send someone shoes so obviously unwearable and then to send them back and the company never acknowledges receipt or exchanges.

Order Number:

[redacted]Desired Settlement: I want my money back!

Business

Response:

April

20, 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 refund request for [redacted], [redacted] St.

Apt *, [redacted], NC [redacted].

On

1/19/15, Ms. [redacted] ordered a pair of Brooks Ghost 7 shoes and received a

mismatched pair that she could not wear.

Ms. [redacted] returned the mismatched pair to Road Runner Sports. On 3/27/2015 Road Runner Sports received Ms.

[redacted]’s returned shoes and sent her a replacement pair the same day.

We

did not expect the shoes Ms. [redacted] ordered to be a mismatched pair, and apologize

for her inconvenience.

Sincerely,

Customer

Experience Manager

Road

Runner Sports

Review: I couldn't access "chat function" and I emailed and called to ENSURE THAT EVERY SINGLE "CLUB MEMBERSHIP" ASSOCIATED WITH MY HOME ADDRESS IS CANCELED IMMEDIATELY, AND I AM KEEPING A COPY OF THIS EMAILED REQUEST FOR LEGAL REASONS. PLEASE CONFIRM THAT YOU ARE CANCELING AND WHICH ACCOUNTS HAVE YOU CANCELED? (FOR WHAT FAMILY MEMBERS?) I CALLED AND GAVE 3 FAMILY MEMBERS NAMES. At first, rep. said no account was under one member, but then found it when I supplied an email address. I changed emails since I ordered merchandise from this company and I can't recall old one(s) so I want to be sure you cancel ALL memberships based on my home address and was told that this couldn't be done this way. I was given the following transaction numbers [redacted], [redacted] and [redacted] for 3 family memberships that I was ASSURED would be fully canceled and that I and my family members would incur NO ADDITIONAL CHARGES. I wish to ensure this does not happen. PLEASE CONFIRM. I WAS TOLD "We don't send emails to confirm membership cancellations" and thus, I have NOTHING IN WRITING. That is NOT an appropriate way to conduct business. You have a B minus rating. That's a problem too! NOTE - I HAD TO ADD EXTRA 000 AFTER THE TRANSACTION NUMBERS BECAUSE THIS FORM THOUGHT THEY WERE SS #'S AND WOULDN'T LET ME SUBMIT THIS COMPLAINT

SINCERELY, [redacted]Desired Settlement: I would like an email sent confirming that you are cancelling ALL "CLUB MEMBERSHIPS" ASSOCIATED WITH MY HOME ADDRESS. PLEASE CONFIRM THAT YOU ARE CANCELING AND FOR WHICH FAMILY MEMBERS HAVE YOU CANCELED?

SINCERELY,

Business

Response:

Review: This fraud of a company took $120 of mine for shoes. They sent some phony email about how my billing address was wrong so they wouldn't send me shoes. Funny, cause the money had no trouble being taken out of my account!!!! After numerous calls, emails, and trying to contact through Facebook, they say they don't care if I have the statement from bank showing they took my money, they say they didn't and refuse to do anything. I have filed an illegal wire transfer charge here in McCracken county against every employee I have emailed and talked to on phone. I have also retained an attorney. They refuse to look at where they took the money or do anything at all!!! They are thieves and must be made to pay for their crimes. Maybe you can let the is know how much more it is going to cost to come here for court and to pay my attorney's fees instead of giving me my shoes or money! Will be glad to send Revdex.com every single bank and card statement among every email and recorded conversation I have from calling them!Desired Settlement: I demand a refund of my money and money to cover my fees at bank, costs of printing and gathering info on them, and the $750 used to retain an attorney to fight this pathetic, thieving company! I will persue a court case to get either way!!!!!

Business

Response:

Blocked me from purchasing from the site w/o telling me or letting me know at all. I was blocked for fraud prevention for no reason and every time I've tried to place an order within the last year it lets me place it, takes my money, sends me an order confirmation and then never ships out my items. They are thieves who are trying to steal from me and hoping I don't notice. I have been forced to file multiple disputes with my card issuer to retrieve the stolen funds. DO NOT RECOMMEND. FRAUD.

Review: On 9/20/12 I bought a pair of shoes from RoadRunner Sports in San Diego, CA. Unbeknownst to me they had signed me up to some sort of VIP membership. Without my knowledge or my approval, they kept renewing this membership, see below.

9/9/13 -24.99 RoadRunner VIP

9/8/14 -24.99 RoadRunner VIP

9/8/15 -26.99 RoadRunner VIP

After seeing the most recent charge on my statement, I went back through all my statements to find that they have been charging me for the unwanted, unapproved membership for 3 years.Desired Settlement: I want my money, $76.97, refunded immediately. I would entertain pressing charges, if applicable, since I believe this is stealing.

Business

Response:

September

21, 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 VIP Family membership charge for [redacted],

[redacted] Sacramento, CA [redacted].

On

9/20/12 Mr. [redacted] purchased a VIP Family membership in our retail store. This

savings club allows Mr. [redacted] to save 10% on his 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 Mr. [redacted]’s purchase it is our policy for Customers to be

verbally notified that the VIP club automatically renews annually for $26.99. Mr. [redacted] should have also received a

“Welcome to the Club” information packet with his 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 Mr. [redacted] off guard with his VIP Family membership

renewal. As requested we refunded Mr. [redacted]

for his 2013, 2014 and 2015 membership fees on 9/14/15. In addition we have cancelled his VIP

membership so it will not renew in the future.

Sincerely,

Road

Runner Sports

Review: Road Runner Sports is charging my credit card again something I canceled a year ago. Their VIP membership, I returned the shoes and canceled the membership all at once. I despise this store and its shady business practice. Their recurring charge unbeknownst to former customers is like a Frat boy slipping a Roofie and raping a Credit Card. I NEVER authorized Road Runner Sports to keep my info on file. iI even told the clerk that, [redacted], Which he said okay you are out of our system. Which clearly was a lie. I called the store and was put on hold forever and then finally someone was honest enough to admit that they do that to a lot of people. Road Runner Sports rapes a lot of credit cards. Not sure how the charge even went through. I had my credit card reverse the charge. A receipt should always be issued when a customer is charged for something. Charging people against their will and behind their backs is despicable and illegal. Shame on you. My customer service number was [redacted]. Look it up and permanently remove me from your system. Never charge my card again. I broke up with you a year ago.Desired Settlement: Road runner sports kindly remove all of my information from your database, most importantly my credit card information. I will not disclose my current address to you, as you will probably ignore this and charge me again next year . Respond by email only. Do not call me. I want everything in writing.

Business

Response:

August

24, 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], P. O. Box [redacted], [redacted], CA [redacted] regarding her VIP Family membership.

On

6/3/14 Ms. [redacted] purchased a VIP Family membership in our Concord retail store

when she purchased a pair of ASICS 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 and removed her payment information from our system.

Sincerely,

Road

Runner Sports

Review: I ordered two pairs of shoes at the start of August 2014 and received the wrong size. Was sent a second set, and was the wrong size as well. Sent back both pairs on August 14th, and have yet to receive my refund. Company responses with the same canned emails, was hung up on by customer service and had a supervisor named [redacted] that said he would check on my return and get back to me. Said he had no new info for me as he couldn't find my shoes either and that he would have to get back to me on Monday. The company uses their own tracking info which provides no information on the return. The USPS tracking number on the tag states that they were picked up and the last info provided was August 18th. The company refuses to give me a refund until they get their shoes back. It's not my problem if they have been lost in shipping. I did my part and filled out the paperwork and returned them with their own labels.Desired Settlement: I would like my money returned to me immediately.

Business

Response:

September

19, 2014

RevDex.com

5050

Murphy Canyon, Ste 110

San Diego, CA

92123

RE:

Incident #[redacted]

Dear

Ms. [redacted]

Thank

you for your inquiry into an order return, and refund for Mr. [redacted]

When

Mr. [redacted] called on 9/12/14 to speak with our Customer Care, he alerted us to

his issue. Following his call, our

representative personally went to our Returns Department to investigate the

issue and found Mr. [redacted]’s shoes. Mr. [redacted] shoes were set aside for our research team in an effort to find the owner of the

package, because unfortunately there was no return paperwork included with the

package, to link the package to the owner.

Additionally

the representative Mr. [redacted] spoke to on 9/12/14 personally issued a refund to

Mr. Person, and sent him an email confirming what actions were taken. All of this took place on Monday 9/15/14 as

promised to Mr. [redacted]

We

apologize that Mr. [redacted] was unable to receive the correct size when he

ordered his shoes on our website, and again by phone. We also apologize for the time it took for

his return to reach Road Runner sports for processing.

Sincerely,

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 only reason that I am rejecting this is that they are lying. Although I did receive my refund the next day (albeit not the full amount, they charged me for return shipping), my paperwork was with the shoes. I have included pictures I took of the paperwork I included with the pairs of shoes. I am including pictures of the return tags used in the return as well. I was smart enough to take pictures of the paperwork before I sent it. I do not appreciate the lying that a company would do to make themselves look better. I work in retail and would NEVER lie like this to a customer.

Review: The company sells a VIP membership that supposedly includes a "warp speed" shipping promise among other things. They make no attempt to adhere to the timeline they "promise" to meet. When I attempted to post a review on their website advising potential consumers of this fact, the review was not posted. I contacted customer service via phone and email on 3 separate occasions requesting an explanation as to why my orders did not ship when promised and as to why my review was not posted. Customer service could not provide a response to either. I later attempted to return merchandise from these orders due to the substantial delay in receiving them. The company confirms they received the return on 12/6/13 but has not processed a refund.Desired Settlement: I believe the company is being dishonest with its advertising and worsening that by not posting negative reviews about its own product. The company sells many products of its own brand that have exceptionally high reviews compared to products of other brands. This and my experience with my review not being posted with no explanation, even after the matter was brought to the attention of customer service, leads me to believe that other product reviews are also misleading. I would like the company to post a disclaimer on its website that it does not post reviews that reflect negatively on the company or its products. I would also like my review of the VIP program posted to the website. Finally, I would like the refund I am owed to be processed immediately.

Business

Response: