my response to a finishline comment on my original complaint is not posting, so this is my response here:

wrong. i went into finishline in northridge asking for a brand of insoles they did not carry any more. the salesman TOLD me that sofsoles 'air' soles were actually better, AND that if i used them and they caused problems i could bring them BACK TO FINISHLINE for a refund. yes, the insole manufacturer offered a warranty on the box. but i explained to the saleperson i had herniated discs, a medical injury, and the soles i was looking for worked. HE offered the store warranty on taking them back if the sofsole airsoles didn't work.

well, finishline didn't honor this express guarantee at time of purchase. remember, this was a lifetime injury i had and needed a specific product that finishline no longer carried. THEY (through the salesman) offered the guaranty. OTHERWISE there is no way i would have taken the chance to purchase the sofsoles.

i suppose you can blame me for trusting the store, BUT in the past, under a different store manager, that finishline store had gone out of it's way for customer satisfaction. the manager personally accepted back a pair of air nikes that had the air sole pop after several uses. it was at that time i became a 100% finishline customer. but NO more.

bottom line, the air soles the salesman had guaranteed were air encapsulated insoles that deflated midway into the first run. bottom line for finishline was that the salesman said he was wrong, that he couldn't now take the defective merchandise back. i asked to speak to his manager. the salesman told me his manager wasn't available. after asking for the phone to call finishline corporate from the store, i learned the manager was standing next to us the entire time and did not identify himself, but had refused the refund. when i called corporate, they said refunds were the discretion of the store manager. i left the bad sofsole insoles in the store with the manager, who had them in his possession, and walked out, immediately calling my bank and instituting a chargeback, since the store now had the faulty insoles back in their possession. i got my money back.

BUT finishline not only lost a very strong customer that day, but i have told my story to many many people, started a blog, and been surprised to find out on google how many other such merchant abuses finishline had committed, worse than selling someone with a lifetime injury a product under a refund guarantee, and then refusing to honor it.

i don't know if the same manager is still at the northridge store, this was over a year ago, but i will NOT give finishline a second chance after their corporate customer service let this happen and didn't override. BAD BAD practices!

Horrible customer service. Placed order online only to recieve someone else's order a week later along with all of their personal information in the box! Now store won't refund me my money until I drive into one of their stores and return the item they sent to me in error.

In October of 2008 someone (who i knew) stole my checkbook. They conspired with a Finsh Line Employee who accepted (3) of my checks over a 2 day period for a total of almost $1, 000. I realized this immediately and when i called the store they refused to help me or take my information & instead told me to call Erin Curry in the Corporate office. WHen i called there the person who answered refused to put me through to her. Instead they kept telling me to fax in the information, which i did. I must have send 6-8 faxes begging her to call me about this situation. To this day - they never have contacted me. THe persons who stole my check & the finish line employee were arrested & prosecuted. I am not out any money - the the store was. Yet, they made me feel like i was the criminal. The person who answered the phone at corporate told me that i would need a supoena in order for them to talk to me. I absoulutely could not believe it. Their employee was a thief...they would not have even known that if i had not pursued this so strongly. I would tell everyone i know not to patronize this store.