Finish Line,

7000 Arundel Mills Circle, Hanover, MD 21076

"Terrible customer service. I returned a pair of sneakers purchased from online to this store. They told me they would have to send them back before I would receive a refund. That's not what it states on the Finish Line website. They gave me the tracking no. but everytime I checked it showed they hadn't been shipped. I called the store a week later and they assured me that they had been shipped back, but there was still no update with the tracking no. I went back almost 2 weeks later and after checking in the back they found the sneakers were still there. They were not apologetic at all and just said they would print another shipping label and send them back. I could not trust them again and asked if they could just give them back to me and I would ship them myself, which they agreed. Returning from online to this store is a complete waste of time. Another 2 weeks, and I would have missed the return deadline."

"I called the store to find a pair of purple and white Jordan 1’s for my wife. A young lady by the name of Olivia answered and was extremely helpful. Even though that store did not have the shoe, Olivia went out of her way to go and see if her store had them in stock( keep in mind the website said that store had them). I called 2 of Finish line’s competitor stores and was put on hold, hung up on and one didn’t even answer. Finish Line answered right away. Olivia was extremely professional and actually made me feel good even though her store did not have the shoe, I decided to order it online. Y’all need more employees like her."

"I visited your store with my sister, with the intention of purchasing a few pair of shoes. However, the experience was far from satisfactory due to the following issues: Unhelpful Staff: The sales representatives on the floor, Liv and Riley, seemed disinterested and inattentive. Despite my attempts to seek assistance, I was largely ignored and left to navigate the store on my own. This lack of attention made it extremely difficult for me to find the right shoes or get answers to my questions. Rudeness: One particular staff member, Liv, displayed a rude and dismissive attitude when I approached them with a query about the available sizes. Their tone and demeanor were unprofessional and left me feeling insulted as a customer. This type of behavior is unacceptable and tarnishes the reputation of your store. Disrespected: When we received the shoes, my sister was forced to try the shoes on in front of the cash register. They would not permit us to try shoes on at the bench despite our request to do so. Other customers at the store were not treated this way and were allowed to try shoes on while sitting at the benches. I have never felt so humiliated and treated like a criminal in my entire life! I feel our race, as Latinos, played a factor in the sales reps discriminating against myself and my sister. As a customer, I believe that it is crucial to receive high-quality service when patronizing any establishment. The issues I encountered during my visit not only impacted my shopping experience negatively but also made me question the level of professionalism and customer care within your store. I also feel our experience was validated after later checking the reviews of this store on google reviews. I took note of a number of similar complaints by other patrons at this particular store. I kindly request that you take immediate action to address these concerns. I suggest the following steps be taken: Staff Training: Provide comprehensive training sessions to your employees to enhance their customer service skills and improve their product knowledge. This will ensure that they are better equipped to assist customers effectively. Employee Feedback: Implement a feedback system for customers to share their experiences with staff members. This will help identify any recurring issues and allow for appropriate coaching or disciplinary measures to be taken as necessary. Customer Service Standards: Establish clear guidelines and expectations for staff behavior and customer service. Emphasize the importance of professionalism, attentiveness, and respect towards ALL customers regardless of race, gender or ethnicity."

"Good luck getting anyone to help you in this store. No greeting and we’ve been standing here for ten minutes ready to buy three pairs of sneakers. Nothing. Can’t tell who works here. Got walked passed multiple times. Worst customer service in this mall. And they have the audacity to ask for a survey when cashing out!"

"Try looking for a pair of shoes. Didn't have what I was looking for but did have a good selection"