ComplaintsforRoad Runner Sports Inc

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been getting charged annually by Road Runner Sports for a VIP membership that I was completely unaware of. I shopped at the store in 2016/17 for sneaker to attend a public safety academy and they made it seem like I was receiving a discount for being a public servant. In no way did they make it clear that I was signing up for a reoccurring membership. I do not have any emails stating that my account was being charged and I have now realized the charges have been going on for years when I have not shopped at their store nor have a benefitted from any VIP membership. Ive also never provided them bank account information and have a completely new card from 2017 yet somehow they have managed to charge me without any warning to me. Also they have increased the price throughout the years, again without any notice to me or an option to cancel

  Business response

  10/24/2024

  Road Runner Sports has made several attempts to make contact and confirm customer information to be able to apply refund as resolve this dispute, however, we have not received a reply back from the customer.  ********************** is committed to closing this dispute with resolution and will wait for the customer to respond before taking action. 

  Thank you

  **** ******** Road Runner Sports

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We noticed an unauthorized charge of $49.99 on our joint credit card dated 10/04/2024. Upon further investigation, we discovered that this is a membership charge we never signed up for. In reviewing our credit card history, we found similar charges from "Round Runner" dating back to ******* husband (***** ****) made a single purchase at Road Runner Sports in ********, *******, on October 14, 2017, for $171.33, and did not sign up for any membership. However, it appears that Road Runner retained our credit card information and began charging us membership fees without our consent starting in 2018, as detailed below:10/04/2018: $28.99 10/01/2019: $39.99 10/02/2020: $39.99 10/03/2021: $39.99 10/04/2022: $49.99 10/08/2023: $49.99 10/04/2024: $49.99 We typically do not closely scrutinize our credit card statements, so we did not realize these unauthorized charges were occurring until now. Our Citi credit card number changed last year, but they still managed to charge our new card. The card number charged from 2018 to 2022 ended in 7611, while the card charged in 2023 and 2024 ends in 3972.We believe this practice of retaining customer credit card information and charging for unauthorized memberships is totally wrong and unethical. We demand a full refund of the unauthorized charges, totaling $298.93.I have all the credit card statements, but the scanned file is too large to attach.

  Business response

  10/24/2024

   

   Road Runner Sports has made several attempts to contact this customer and to date has not received a response.  We have processed refund per customer request in the complaint.  ********************** is confident that this action will lead to a satisfactory resolution of this dispute.

   

   

  Customer response

  10/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  **** **
  
   
  

• Initial Complaint

  09/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a RoadRunner Sports Platinum VIP member for many years. I have always had continued problems with this companies website. However, for the last year I have been unable to use my rewards cash online. Every time I use it I receive an error message. I have called and emailed their customer service many times and no one has been able to help me and most people I talk to dont even try. The situation is so bad now I cant even buy shoes with any CC they dont have on file so now basically I have to call every time I want to buy something. Also to add insult to injury they just charged me without any heads up for their $99 renewal fee.

  Business response

  09/18/2024

  
  Thank you for an opportunity to respond to this complaint.  After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on September 17th, 2024.
  The customer has received assistance with their online account and bonus rewards cash for the inconvenience.
  We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
  
  Thank you,
  **** ********
  Road Runner Sports

• Initial Complaint

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for a VIP membership with Road Runner Sports at the ************ location. The sales associate explained that the benefit to membership was that you would have free shipping, and an automatic savings on products plus store credit back, and that there was no risk as you could cancel your membership and receive a full refund at any time if you were unsatisfied with your membership or in the event that your savings was lower than the membership cost. I attempted to cancel my membership today but was told that they could only refund a pro-rated amount of half, or just cancel the auto-renewal. When I explained that I was told differently in store they stated that the store **** sometimes did not explain it correctly, but that the website contains all of the information and is binding. When I asked them if they could verify on their end that I signed up in store and therefore had never looked at the membership info on the website they verified that I had indeed signed up in store with a clerk. They again stated that the clerk explained the information wrong but because it was on the website that was what would be used to be binding in this case.

  Business response

  09/18/2024

  Thank you for an opportunity to respond to this dispute.  Road Runner Sports has made contact with the customer and issued an additional refund of $50.00 to complete the full refund of the charge of $99.99.  We are confident this action will lead to a satisfactory resolution of this dispute. 

  Thank you

  **** ******** Road Runner Sports

  Customer response

  09/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  ***** ********
  
   
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Road Runner Sports charged my card on 8/20/2024 for a VIP membership that I do not have. I called on 9/10 and found out that they charged me for my SISTER'S VIP membership. I had paid for some shoes for our mother at the store while my sister was there, and we had used her VIP membership for *******, Road Runner Sports was trying to renew HER VIP membership, and when her card didn't go through, they used *the next card on file*, which was MY card. I never authorized this; my sister is not an authorized user of my credit card, the card is not in her name at all. I'm pretty sure this is illegal.They say they will reverse the charge, now that I've called in to complain.

  Business response

  09/17/2024

  Thank you for an opportunity to respond to this dispute.  Road Runner Sports has not been able to locate an account with the contact information the customer has provided.  ********************** has made several attempts to connect with the customer to identify a customer record to research but have been unsuccessful.  We are confident that when we connect with the customer, we will be able to locate a customer record and provide the desired resolution.

  Thank you

  **** ******** Road Runner Sports

  Customer response

  09/17/2024

  The business's response has nothing to do with the complaint and sounds like a form letter--they're not taking this seriously. They have NOT reached out to me repeatedly--I have merely received one email from them (from ********* ******, Solutions Specialist II, VIP *************** that described the program as being a VIP Family program, which, again, I never signed anything saying I would join my sister's VIP membership, and included a link to their terms and conditions.

  No one has asked me for any clarifying information or taken this case to heart, and no one has said anything in regards to my desired resolution for this matter--they are not changing their business practices based on anything I've said.

  Business response

  09/18/2024

  Thank you for the opportunity to respond to this dispute.  As stated in the communication Road Runner Sports has sent to the author of the complaint, any user of any portion of the ********************** Rewards Membership is deemed to have accepted the terms and conditions of this Agreement, which include acceptance of renewal charges for the membership.  Road Runner Sports would be happy to cancel and refund the membership fees if the customer wishes, which is why we have attempted to contact the customer and provide a resolution.  We are confident this action will lead to a satisfactory resolution of this dispute.  

  Thank you

  **** ********

  Road Runner Sports

  Customer response

  09/19/2024

  Road Runner's response indicates they are still willing to continue with these extremely anti-consumer and possibly illegal actions. I was never briefed on the fact that I'd be joining my sister's VIP account, I never signed any release or authorization for recurring payments.

• Initial Complaint

  09/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Road Runner made attempts to charge 3 of my credit cards on 3 different dates (Sep 6-8, 2024) for an annual membership of $69.99 that I did not authorize. Thankfully my credit card companies denied the charges all 3 times but it is unacceptable that these fraudulent charges were attempted 3 times with 3 different credit cards. Now all 3 of my cards have been deactivated and I am with no credit cards whatsoever for 7-10 business days while I wait for new cards.

  Business response

  09/13/2024

  Thank you for an opportunity to respond.  Road Runner Sports has made several attempts to reach the customer and provide resolution, but have been unsuccessful in connecting.  If the desired settlement requested is no further contact by the business, Road Runner Sports will honor that request. 

  Thank you

  ************************* Road Runner Sports

  Customer response

  09/13/2024

  I replied back to Road Runner on 9/13 with the following response: I spoke with a customer service representative on September 8th and she canceled the membership. I thankfully was not charged for something I did not consent to. I filed the complaint because I was concerned that Road Runner attempted to charge 3 separate credit cards for charges I did not authorize. You did not have my consent to attempt charges on cards I used for in store purchases. Im concerned you are storing my credit card data for your own use without my consent. 

  Business response

  09/16/2024

  Road Runner Sports has made contact with the customer and as a resolution, promised to share their feedback regarding their experience.  We are confident this action and partnership with the customer will lead to a satisfactory resolution of this complaint. 

  Thank you

  **********************;

  Road Runner Sports

  Customer response

  09/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *****************************
  
   
  

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for a membership in October of 2023 with a renewal to my credit card. I did not receive a notification that I needed to update the card instead they auto charged to a card that o have never used for their file or authorized use other than a single transaction of purchase of goods. I called them today to cancel the membership and was informed that you store all cards that have ever been used which is something I never agreed to and is not even on file in my online account. The *** told me this is their practice for years and I said that is illegal because I was never informed of such policy nor do allow my personal debit cards to ever be stored or auto debited.

  Business response

  09/13/2024

  Thank you for an opportunity to respond to this complaint.  After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on September 10th, 2024.
  The customers ********************** has been canceled and a free year of membership has been implemented.
  We are confident that this explanation and action will lead to a satisfactory resolution of this dispute. 

  Thank you
  ************************* Road Runner Sports

  Customer response

  09/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *****************************
  
   
  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Roadrunner sports (rrs) has my debit card associated to someone elses account and have been utilizing to automatically pay for an annual membership. Most recently a charge of $49.99 on 09/05/2024. Today rrs customer service could not find an account under my name, phone number or email address but when I gave them my debit card number they found an account/********************** associated to someone else. **************** agent also disclosed that there was a charge in 2023 of the same value.The larger isssue is that in 2019 I was issued multiple refunds for the exact same reason. My debit card was being used to fund someone elses account/************************ maintain that I have not signed up for any memberships. I have only shipped at the store once. I take issue with my debit card information being retained and used without my authorization. I would like this to stop.

  Business response

  09/12/2024

  Thank you for an opportunity to respond to this complaint.  After reviewing the details provided by the customer, and researching records, it was determined that Road Runner Sports and the customer have made contact on September *********.
  The customer has received two refunds and a documented explanation of actions taken to resolve the issue presented.
  We are confident that this explanation and action will lead to a satisfactory resolution of this dispute.
  
  Thank you,
  *************************
  Road Runner Sports

  Customer response

  09/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,   I will wait for the business to provide proof that my banking information has been removed from their systems, and that no further charges will occur. If it does, I will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm attempting to cancel my membership on their website and it won't process. Every time I click the "cancel membership" button it doesn't process. They are not responding over phone, so I'm essentially stuck with a membership that they pushed on me in store saying I'd be able to "quit any time". I joined their VIP membership 09/24/23 and my renewal date is approaching.

  Business response

  09/05/2024

  Thank you for an opportunity to respond to this dispute. I can confirm that the customer did successfully cancel **********************.  We have also made contact with the customer to share that the ********************** will not renew, as requested. 

  
  Thank you

  ************************* / Road Runner Sports

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Road Runner Sports is charging me for a VIP membership; and they are processing it as a recurring charge. However, as noted in the screenshot of my account page, I am not enrolled in their VIP program. I have attempted to contact them regarding a cancellation several times, and have been unable to speak to a representative. I requested a callback, and no one contacted me. I do not want the membership and there is no clear way to cancel the membership (if you must call and speak to a representative when there is no one answering calls, how can you legitimately cancel). I want this charge removed and I definitely want whatever pseudo-membership canceled permanently.

  Business response

  08/29/2024

  Thank you for the opportunity to respond to this dispute.  After researching, records show the customer has reached out to **********************, and we have processed the customer's request of cancelling and refunding the membership.  

  We are confident this action will lead to a satisfactory resolution of this dispute. 

  Thank you

  ************************* / Road Runner Sports

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩