SmallBizGenius Analysis
Finish Line receives overwhelmingly negative reviews regarding order fulfillment and customer service. Customers frequently report issues with canceled orders, delayed or incorrect shipments, and difficulty obtaining refunds or assistance.
Category Breakdown
Scores based on analysis of 252 recent reviews
Order Cancellations
2.0/10A significant number of reviewers report having their orders canceled, often without explanation or prior notification. Customers express frustration at the lack of communication and the inconvenience caused by these cancellations, especially when items were purchased during sales or for specific events.
30 reviews mention thisShipping and Delivery Issues
2.5/10Many customers complain about delayed shipments, incorrect items, or even missing orders. Some reviewers mention paying extra for expedited shipping but not receiving their orders within the promised timeframe. Others report receiving mismatched shoes or the wrong products altogether, leading to further frustration and inconvenience.
35 reviews mention thisCustomer Service
1.5/10The majority of reviewers express dissatisfaction with Finish Line's customer service. Common complaints include long wait times on the phone, unhelpful or misinformed representatives, and difficulty obtaining refunds or resolutions to their issues. Some reviewers describe being given conflicting information or being outright ignored by customer service staff.
40 reviews mention thisRefund Issues
2.0/10Several reviewers report difficulties in obtaining refunds for canceled orders or returned items. Some customers claim that refunds were issued to incorrect cards or that they never received their refunds at all. The lack of communication and the lengthy processing times for refunds are also common points of complaint.
20 reviews mention thisProduct Quality
3.0/10A few reviewers mention receiving products that appeared to be used or of poor quality. These customers report issues such as mismatched shoes, damaged items, or products lacking original packaging. This raises concerns about Finish Line's quality control processes.
10 reviews mention thisPros & Cons
What Customers Love
"Finishline inside of Southlake mall. I want to thank the young lady Courtney Holmes for helping me out. I stood inside the store 10 mins before someone came & assisted me but once she saw me she came..."
Common Complaints
"Finish Line canceled my online order on September 2, 2025, but the gift card I used hasn’t been refunded yet."
"Ordered shoes and waited two weeks and kept getting there emails about the order is still being processed."
"Their customer service is a joke — the email auto-replies saying they no longer respo..."
"Order online & they made it really inconvenient to get my refund. No communication. It’s been about 3-4 weeks and I still haven’t received my refund."
"this has to be the worst business online with the absolute worst inventory management/tracking systems in place."
Common Questions About Finish Line
Answers derived from customer review patterns
Is Finish Line legit and trustworthy?
Based on the analyzed reviews, Finish Line's trustworthiness is questionable. Many customers report issues with order cancellations, shipping delays, and poor customer service, suggesting a lack of reliability. While some customers may have positive experiences, the high volume of negative feedback raises concerns about the consistency and quality of their service. The numerous complaints about unfulfilled orders and difficult refund processes indicate potential risks for customers.
Based on 45 reviewsDoes Finish Line have good customer service?
The reviews analyzed indicate that Finish Line's customer service is generally poor. Customers frequently complain about long wait times, unhelpful representatives, and difficulty resolving issues. Many reviewers express frustration with the lack of communication and the inability to obtain refunds or assistance with their orders. The negative sentiment surrounding customer service is a recurring theme in the reviews.
Based on 40 reviewsIs Finish Line worth it for small business?
For small businesses, Finish Line may not be a reliable partner due to the prevalent issues with order fulfillment and customer service. The risk of canceled orders, shipping delays, and difficulties in obtaining support could disrupt operations and negatively impact customer satisfaction. Small businesses that require consistent and dependable service should consider alternative vendors with more positive customer feedback.
Based on 30 reviewsWhat is Finish Line's return policy like?
Several reviewers mention issues with Finish Line's return policy, particularly regarding exchanges and refunds. Some customers report being denied exchanges in-store or experiencing difficulties processing returns online. The 45-day return policy is cited as problematic, especially for holiday gifts. The negative experiences suggest that the return process can be cumbersome and frustrating for customers.
Based on 15 reviewsWhy are Finish Line orders frequently canceled?
The reviews suggest that Finish Line frequently cancels orders due to inventory management issues. Customers report placing orders for items that are supposedly in stock, only to have their orders canceled later without explanation. This indicates a problem with the accuracy of their online inventory and their ability to fulfill orders as advertised.
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