Anonymous
map-marker Port Angeles, Washington

Keeps your CC and keeps charging it

I had purchased shoes and returned them IN THE STORE, with no problem, requested and was told that my "membership" was cancelled. And I didn't think about it until two years later when I found out that they had been dinging my debit card for memberships. I managed to stop the recent one with my bank, but was expected to eat the other one. I had saved my cancellation receipt and went into the store and just camped out at the front counter until the manager dealt with me, refunded the older charge, let me take photos of the computer screen to verify this, and watch him file the refund and take photos of that. And it worked, but I was there in person and made a bigger PITA of myself than I ever have at any time. This is frustrating because I used to get really good service and shoes from them years ago, and their heat-custom insoles are really good for my cranky feet. Since then, I pay in cash (they are closest to my home, and those insoles work for me).
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Jennifer N Axh

Lost my return / No refund

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In October of 2018 I ordered 5 pairs of shoes for my children. Knowing that I would return the shoes that did not fit. They arrived quickly and my kids tried them on in less than 30 seconds and they were back in the mail within 7 days. I used the RRS "Easy Return postage label" and followed all the instructions. I checked my credit card the following month and the return was not posted so I called them. They told me they never received the return in the warehouse and therefore could not refund my money. they asked for the tracking information, unfortunately, I did not save a copy of the label because it was in the package so could not give them any further info. They never offered an apology or suggestion on how to fix this and I am out $500. I sent several emails and spent over 30 minutes on several phone conversations with no solution. They seemed not to care and almost happy not to help. Terrible customer service and no manager that I could be transferred to. My emails sometimes got a reply but only if I called and kept asking for a reply. I have been a loyal customer for 10 years and very sorry that I'll never buy from them again!
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Loss:
$500
Pros:
  • Wide selection of running shoes
Cons:
  • No way to track items being returned
  • Lost my returns no refund and no communication
  • Poor on-line customer order history
Reason of review:
Order processing issue

Preferred solution: Full refund

david d Guc

Return policy lie

never taken the time to write a negative review in my life... but I am today!!

I ordered a pair of very expensive adidas ultraboost shoes. I received them and immediately tried them on and discovered they were too tight for me, as the reviews had indicated they might run a little small. Because these are particularly expensive shoes, I was sensitive to the fact that I would need a refund if they weren't a good fit. I was incredibly deliberate and intentional to try these on only in my home and only to walk on rug/carpet.

When I promptly determined they were too tight I immediately shipped back to RRS. Weeks later, after no refund correspondence, I called RRS to find out that I was only allowed to receive a store credit because "there was dirt on the bottom sole." I explained to the nice lady that, to the contrary, there is no way on earth that I could have been more intentional for there NOT to be a single sign of wear. It is not possible that you could try this shoe on in the store and show less on the sole. I should have taken pictures before I sent back for this reason, so that I could prove my diligence with this issue.

The lady I spoke with was nice, as she explained that they cant go against the decision of the person in receiving.

Sooo, despite my detailed diligence to avoid any opportunity to NOT receive a refund, I don't get the refund because some nameless guy in receiving says so!! And let me be clear that I would not be taking time to write this if I did not take beyond normal steps to respect the return policy.

RRS simply did not want to return my money and established their own justification, and there is nothing I can do about it... except write a review I suppose

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Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

3 comments
Guest

I am having an issue also. No return label included with the new running shoes.

UPS unable to return them. I cant get in touch with 1-800 number. They tell me to go online.

Online is no help. Never again will I deal with Road Runner sports.

Guest

This gentleman's review is a big help. I just received my shipment of a new pair of Hoka One One's.

I immediately tried them on and found that they were way too small and the width was too tight to be comfortable. I have diabetes and neuropathy so when I pay a lot of money for a pair of shoes that are supposed to fit right I expect to get my money returned when I request it.

The shoes also made my feet look like they are a size 15 instead of a 9 1/2. I am 72 years old and these shoes, even if they fit correctly, would be a major tripping hazard for me.

Jennifer N Axh

I had a similar experience!

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Morris Lsv

VIP Upsell

I bought shoes and they offered me the VIP service for only $20 that gave me 10% off and the ability to return my shoes for 90 days. I said sure. I signed nothing and they showed me no terms and conditions. They did not tell me that they were going to keep my credit card information for future charges at all. The guy took my credit card and he swiped into his computer. After the transaction was completed, the guy handed me a brochure about all the benefits and in the fine print it said there is an annual fee of $27.99 that will be charged to my card. I’ve now seen many complaint boards where many consumers had the same thing happen to them. I want to do something about it. If you do too, please email me at consumeradvocate619@***.com.
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Reason of review:
Problems with payment
3 comments
Guest

I had purchased shoes and returned them IN THE STORE, with no problem, requested and was told that my "membership" was cancelled. And I didn't think about it until two years later when I found out that they had been dinging my debit card for memberships.

I managed to stop the recent one with my bank, but was expected to eat the other one. I had saved my cancellation receipt and went into the store and just camped out at the front counter until the manager dealt with me, refunded the older charge, let me take photos of the computer screen to verify this, and watch him file the refund and take photos of that. And it worked, but I was there in person and made a bigger PITA of myself than I ever have at any time.

This is frustrating because I used to get really good service and shoes from them years ago, and their heat-custom insoles are really good for my cranky feet. Since then, I pay in cash (they are closest to my home, and those insoles work for me).

Jennifer N Axh

similar problem with no refund. They claim their warehouse did not receive my return! Poor on-line order return tracking.

Guest

Same...Same. I declined the discount because my son used his account.

I paid with my credit card and they billed me the next month for a $44 membership. Too bad, so sad said RR. Should have read the charge slip said my CC.

Belong to neither now. Cancelled both.

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Kathy C Yrz

Don't purchase at Road Runner Sports!

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I bought Brooks shoes at Road Runner Sports online on the 2nd of April. I returned the shoes and they received them on the 18th of April. They say you will receive the refund in 3 to 5 business days. It's the 30th of April and I still haven't received my money yet. I received an another email saying they received my item and it would take 3 to 5 business days.
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Reason of review:
Return, Exchange or Cancellation Policy
Anonymous

Road Runner Sports charged me for membership after I bought goods

They charged my credit card that I used to buy stuff at a store and enrolled me into their VIP club for $44.98. Go to their website and it says 1.99 for the first year. Even the first year paid in full was supposed to be only $27.99. I did not sign up but I am guessing on the charge slip there is some kind of agreement you don't see or know about. I don't even remember getting asked to join. My son belongs to their club and I bought the stuff for him with his discount. Do I smell bad running shoe odor? You know it.
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Reason of review:
Problems with payment
1 comment
Morris Lsv

The same thing happened to me today and I want to do something about it. If you do too, please email me at consumeradvocate619@***.com.

Anonymous

Road Runner VIP Membership is a Scam

This is a scam & the only thing I'm surprised at is that authorities are not investigating OR this has not made the news. When you buy shoes, you also agree thru the fine print to a $24.99 or $27.99 VIP membership that supposedly you can cancel at any time.

So the first surprise is the charge that shows up annually. And RoadRunner is hoping you won't notice & they roll the $24.99 or $27.99 charge forever. The fun begins when you do notice and this is how it goes: 1) You call them to cancel & RoadRunner's customer rep says they cannot find any record of any purchase & simply to call your credit card company & cancel through them b/c it must be their error; 2) You call the credit card company & they cancel the charge pending the investigation of the charge; 3) When the Credit card company calls RoadRunner VIP, they actually provide the credit card company with supporting documentation & an explanation of the charge and further state when the membership was purchased, I was advised that it will renew automatically. In addition, when the Credit card company sent me the documentation that RoadRunner sent them supporting the documentation, I noticed that they had changed our address as well as ONE digit in the last 4 digits of our phone number -- likely to make it more difficult to track; 4) FURTHERMORE -- they tell the credit card company that they (I'm reading right off the letter) "do not see any attempt of canceling the membership." An absolute lie.

5) The Credit card company then re-instates the charge, attaches proof (complete with incorrect address & phone number); 6) Then you go through the same thing again....and again.

It has been said to "just cancel your change the number on your card or have the credit card company place a merchant block on RoadRunner". A friend of ours who went though the same thing did change his credit card number & Roadrunner responded by sending the $27.99 charge to a collection agency which he is now fighting.

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Reason of review:
Return, Exchange or Cancellation Policy
2 comments
Guest

I bought a pair of shoes for my son and a month later my credit card was charged for a VIP membership. Roadrunner told me to go to the website and cancel my membership.

I did not sign up for a membership but did pay for the shoes with my credit card. I complained to Chase and they would not block the VIP membership because I presented my credit card for the original shoe purchase. I will not longer use Chase or Roadrunner.

I had to cancel my card to stop the automatic payment to Roadrunner. No more.

Morris Lsv

The same thing happened to me today and I want to do something about it. If you do too, please email me at consumeradvocate619@***.com.

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Anonymous

It's like pulling teth for a refund!

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My first two experiences with RRS were decent, until I had to return an item. I ordered a pair of running shoes and those had to be returned for a half size bigger, so I sent them back for a refund. In the mean time, I already paid for a second pair (the bigger size) and they did arrive. However, it's over two weeks and no notification, yet, on my refund. I did call, and customer service stated that it will take ANOTHER two weeks to process. Insane!!! I never had a refund take so long with other institutions. Taking my money was easy, but get that refund back is like pulling teeth. I'm done with RRS!!!!
View full review
Loss:
$95
Cons:
  • Getting a refund
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

1 comment
Jennifer N Axh

similar problem with not getting a refund

Tangelia Uqh

Road Runner Sports - Membership Review

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VIP is a scam My friend and I had identical experiences. We read the fine print and discovered that for our "convenience" we would be automatically charged 24.99 per year. I called to cancel and was assured I would not be charged. My friend went in the store and was assured she would not be charged. Checked our bank statements one year later, and we were charged. To clarify, our identical issues were about 9 months apart. When it happened to me, my friend tried to make sure it didn't happen to her. Googled it and many others had same problem. I called the store and they refunded the charge, but I won't be surprised if it keeps happening. How can we stop them?
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Reason of review:
Problems with payment
Anonymous

A COMPLETE SCAM

We bought shoes from them years ago and they continue to charge our card annually. We've been fighting with them for years. We call Roadrunner and they said there is nothing they can do -- and said to just deny it through AMEX. So we deny it through AMEX and AMEX calls them & then they give a statement to AMEX indicating that we've been auto-renewing it so AMEX puts it back on our bill. We've gone through this several times. Another friend who actually canceled their credit card to get away from this mess then gets notification from a Collection Agency 3 years later that they owe over $100 to Roadrunner & is facing collection. This is an outright scam in every sense of the word. And there is nothing we can do to stop them right now.
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Reason of review:
Problems with payment
Anonymous
map-marker Linwood, New Jersey

Asics Gel Kayano 22 Review

I ordered running shoes online from Road Runner Sports. They charged my card twice With Two slightly different amounts. One an ATM transaction. I cancelled order. Blatant Fraud. Avoid them
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Reason of review:
Pricing issue
Anonymous
map-marker Shrewsbury, New Jersey

Renewal of Roadrunner VIP needs to be cancelled

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When I signed up or better yet, I thought I told the clerk to cancel and now I am receiving all these annually renewals that I did not approve. Please immediately cancel this account for I don't even shop at roadrunner and refund my money back to my bank account. My name is Ella Brewer, Tinton Falls, NJ. I went to your store in Shrewsbury, New Jersey. I called your 800 number and only got no one only more advertisements. How can I get you guys to cancel this automatic renewal each year? I do not have money to throw away!
View full review
Loss:
$27
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous
map-marker Aurora, Illinois

Roadrunner Sports VIP Club Charge for $44.99

My daughter had signed up for their VIP club about a year ago thinking it was no cost. 2 months ago I went with her and paid for her (roughly) $5 purchase at which time they looked her up as a 'club member' and gave her 'points' credit.

Today my card was charged $44.99 for the VIP club renewal. Customer service states that anytime a purchase is made, the card is added to the VIP member account and charges are automatically made to any card connected with the account.

They were helpful and refunded the $44.99. Shame on them for storing my card# without permission.

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Reason of review:
Pricing issue
1 comment
Guest

Same thing happened to me. I shopped there once to buy a gift card for a relative.

They started charging MY card for her VIP membership.

I was furious. When I wanted to get into running, someone recommended me to there, and I said "*** no." I am NEVER shopping there again.

Alexya Rdj
map-marker Bendorf, Rheinland-Pfalz

Increases price of items by 40% after order

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After placing my order, I received an email stating they were unable to ship one of the items I ordered. I was fine with that, I can understand that inventory mistakes happen. Later, I found that they had increased the price of the remaining items by 40% and I was not given an opportunity to cancel my order. I'm continuing to work with customer service, representatives named Colleen O., Will, and Ciara have still been unable to correct the pricing that I was charged. I will provide an update if the situation improves, but I would avoid ordering from this company since they change the price of products after the order.Increases price of items by 40% after order
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Loss:
$25
Cons:
  • Unethical
  • Poor customer service
  • Changes prices
Reason of review:
Problems with payment

Preferred solution: Full refund

Thorn Ocf
map-marker Glendale, Arizona

Running the marathon without the shoes

Think my surprise when I ordered two pair of Nike running shoes with promise to process in two hours and ship out to be delivered within three days and........no shoes. I received email stating processed on July 10 and shipped out to be delivered in three days..that being July 13th. Saturday night phoned Roadrunner Sports asking for explanation..None given other than shoes would not be delivered until at least July 16th. This is a far cry from advertising, emails and promises of quick delivery. Request was made to cancel order and charge back fee for the shoes. It was stated that I needed to take care of all of this. Shoes had been shipped and were somewhere in transit. This company offers false advertising and false emails stating order processed and sent. DO NOT DO BUSINESS WITH THIS COMPANY.
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Loss:
$154
1 comment
Guest

I have been doing business with Road Runner Sports for over 10 years and have never had a problem. Once I had ordered shoes that were on back order so it took a little longer to be shipped out.

Maybe that is what happened? Other than that they have been fantastic and extremely helpful.