I called their customer service line and after an extensive phone tree experience I got a message that an agent would be with me in two minutes. It actually was five minutes, so this is just a message they play rather than any predictive software at work. The non-US based agent, when she finally came on the line, had great difficulty finding my order and I had to repeat the order number multiple times. She asked me what the problem was and I said I needed shoes I could wear in my size. Her response was to give me detailed instructions for returning the shoes. I asked if I could request a replacement pair in the right size and she said no. I would have to go into the store for that and they would help me order a new pair.
I remembered from a previous ordering experience that Finish Line doesn’t have a warehouse, just a network of stores, so my order will be broadcast and another store will hopefully be able to fill it and hopefully the shoes will be the right size.
What’s happening here is that FinishLine.com is creating the appearance of being an internet retailer when they actually haven’t invested in the training, systems and logistics to pull it off. Shame on them.
P.S. I went to the store in my nearest mall to return the shoes and discovered the store had closed for good. Nearest still open is 30 miles away. I can go there or return them without getting a replacement. I also thought of ordering a new pair online but the same style is now $20 more.