ComplaintsforHibbett Retail Inc.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are so many wrong things with ******* Sports store, I really wonder about its legitimacy. First of all, they do not allow you to use multiple gift cards in one purchase, and the one gift card allowed to use, is regarded as a curtesy, or thats what the customer service individual stated. How can that be if that is YOUR MONEY???? when you purchase their gift cards, they do not inform you of that. The supervisor stated this is clearly mentioned in the stores terms and conditions, but I read everything very closely and is not mentioned anywhere. It is a clear trap for repurchasing. I signed up for their online account. Well, the 10% off first order they advertise. that never got delivered.

  Business response

  11/11/2024

  We apologize our online ordering systematically cannot take more than one gift card at a time and that the customer did not receive the welcome coupon. We have reached out to the customer and sent another coupon that can be used inside one of our stores. We apologize for any inconvenience that this may have caused.

• Initial Complaint

  10/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order on September 6th for $75 and received the wrong order. I asked for a refund and was told I had to ship the order back to hibbett in order to receive a refund. I returned the order and verified it was received the following week with no refund. I spoke to a supervisor who was confused but emailed to say after confirming, the floor did receive the incorrect order and I would receive the refund. Over a month with no refund or apology. I will never purchase from them again!

  Business response

  10/31/2024

  We researched the customers return by mail. We found that we had received the item but we are unable to refund to the original form of payment. We have reached out to the customer and have offered to refund via a check from our corporate office. The check has been processed and will be mailed out on 11/05. We apologize for any inconvenience that this may have caused.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Returned ****** Ultraboost sneakers on September ******* via **** and your return label. Order ********. They're not showing updated return tracking or processing in your warehouse. I have spent close to 10 hours on the phone trying to resolve this (Case ********) and multiple emails that are ow being ignored. Called again today at 12:55 and 1:02 and got hung up on and now called back again. I continue to be told I will get a refund and get a different timeline with each person and then the last email I rec'd on Oct 8 said they are waiting for warehouse. So far no follow up from you AND NO REFUND. I want my money back. I am tired of the lies, the being put on hold, the lack of follow up or updates. This is FRAUD

  Business response

  10/29/2024

  We researched the customers issue and have found the following. The customer did print off a return label which has shown no tracking information. We have not received the item back . We have tried reaching out to the customer to request a receipt from when they dropped off the item to prove that it was sent out. The customer has not responded to our inquiry. Due to this we cannot refund the customer until we have proof that the customer did send the item back.

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So the city gear on ************ in *************** every weekend has its doors locked during business hours for the past month the lady working won't open the door except to people she knows and holding shoes for family members and friends. Also the city gear in ************* I waited 20 minutes while the lady sat down on the phone not paying any attention. I asked for a shoe and they continued that they couldn't find them in the back even though they were in stock and always says there system is down. Even the one on race at just looked at me for ten minutes before they said can I help you and I was the only person in the store. These city gears need to be cleaned out and new employees hired because this is ridiculous.

  Business response

  10/30/2024

  We attempted to reach out to the customer multiple times to discuss the issues that they had in the store and were unable to get through. We apologize for the issues that they have had. If the customer has any further issues and needs assistance they can reach out to us at ************** or *******************************

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I was offered to have an out of stock item shipped to the store by the employee, but was charged a shipping fee, despite the fact it is not being shipped to me but rather the store. I was not provided any information about the shipment, and when I asked what date should I follow up if I hadn't heard from them yet, she rudely said "don't call us". If I would have known I had to pay shipping, I would've just had it sent to my home. Poor excuse for customer service. I was also told (now that I know about the charge) that I can't cancel my order, and the refund would not include shipping. An absolute scam.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Their agents take forever to reply and are unhelpful. I can never generate a return label. There's always an error. Last time I waited over a week for them to send me a label. It's beyond bs. They need to fix this problem so I can get a label myself whether it's in the app or via email. I don't want to keep having this issue everytime I order from them. Their customer service needs to be better to.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on Hibbett.com on February 8, 2024. Order number: ************* for a pair of **** Court Vision Low "Black" Men's Shoe Product #******** COLOR: BLACK SIZE: 8 Price $70.00 The product has a 2 year warranty from manufacturer defects. I contacted Hibbett in June to file a warranty claim which they denied offering a warranty. **** clearly states all products have a 2 year warranty period. Hibbett denied to take any action. I went through **** to file my claim and was told Hibbett sold me a product that was older than 2 years old. I would like a refund or replacement on my product since the item is older than 2 years old and **** denied my claim

  Business response

  09/20/2024

  Hibbett offers no such warranty on our products. However, we do offer a 60-day return window.
  
  Nike offers a 2-year warranty from the date the merchandise was manufactured; however, some items may be sold beyond this date. The shoes were sold at a clearance price, in part due to the age of the item.
  
  As the shoes were purchased in February, we can no longer accept a return. We apologize for this inconvenience.

  Customer response

  09/20/2024

   
  Complaint: 22249219
  
  I am rejecting this response because: the item was on clearance by $10. There was no where it stated the item was over 2 years old. I will escalate this matter with the division of consumer affairs and take legal action until this matter is justified. **** offers a 2 year warranty as a authorized dealer you should not be misleading consumers. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ive placed 3 different orders one on 8/30/24 ************* And 2 others prior and all my orders are being cancelled. I called to ask why and was told there is a flag on my account and I cant order. I explained to them it could be due to them charging me 3 times for a previous order and my bank having to resolve this issue. Im being told that I can no longer order online and Im confused as to why when the system charged me multiple times I didnt charge myself. I simple got called from my bank because they caught it.

  Business response

  09/23/2024

  We have researched the customers account and found issues with a previous card used. Due to this we can no longer allow orders to be placed online. The customer can still shop in our stores and place orders inside our store. We apologize for any inconvenience that this may cause.

  Customer response

  09/23/2024

   
  Complaint: 22221323
  
  I am rejecting this response because: there was nothing wrong with my card it was something with your system again not my card. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a member for well over 10 years and spent thousands on shoes and the fact that I have never won one raffle is concerning and now the walkaway point for me. I dont know how they have this stuff set up, but its definitely feels rig. Theres no way you can do this for 10+ years and never win ONE! Not to mention not only have I never won, but even if you login early and get in line soon as the shoes release it shows sold out. Its clearly something going on in the inside, that there is never shoes available. Hibbett is nowhere near as big as Foot Locker, Jd & etc. yet I never have a problem! I really appreciate the fair shoe companies giving everyone a fair shot. Hibbett app has been deleted and I wont be supporting Hibbett any longer. Now your employees and families can enjoy them in peace , because us paying customer sure dont!! I know many people with the same complaint!

  Business response

  09/20/2024

  The winners of our raffles for our launch products are generated through an app. The winners are picked randomly by the  app. Odds are based on the number of people who entered the raffle at the same store as the customer that needed the same size. It is entirely possible that a customer could enter for the same size at the same store and never win especially if it is for a popular size. We apologize that the customer has never won.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I ordered 4 pairs of levis, all the same size, because they were on sale for $23.98. The next day I checked the status of the order and seen they cancelled it. I asked customer service why they cancelled it and was told "they had evidence that I was going to resell their products therefore they cancelled my order and further banned me from making any online orders" I was blown away so I asked why would they assume something like that and what "evidence" lead them to believe such a thing? They refused to answer me and just left it at that. So obviously I'm upset at such an assumption and action from a company I only ordered from one other time prior and wanted to make a complaint because I went to their website, read their terms of service and NOTHING in the *** mentions any policy about reselling their products. NOT THAT MY INTENTIONS WERE TO RESELL but I suspected their was no such policy and I was right. I purchased these pants for myself and even if I did purchase them to resell there is NOTHING in their *** prohibiting reselling if that was my intent. I feel this is discrimination and could be a legal issue that causes an action. They accused me of reselling their merchandise and banned my account for the same reason when there is NOTHING in their *** prohibiting people from reselling their products if they so chose. But to be clear I purchased these pants for myself because they were on sale for $23.98 when normally they're $59 to $79. Hibbett.com has a moral responsibility to resolve this issue and respond with a remedy immediately!

*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. ↩