nnormal.com Reviews 

Lovely product but the worst customer service. Had to return the item as I could not exchange the size. Dont want to buy the next size up for the terrible service I have had. Dont buy from them

Purchased the new (v2) trail running belt. updated model now uses a cinch mechanism to lock the running poles secure when stowed.

I thought this was a great - but pricy - innovation. My sustainability mindset thought it will mitigate the loss of elasticity and wear through repeated use and wash cycles that you get with the traditional 2 elastic loops running belt system... the cinch tightening mechanism is self-regulating so you can always tighten more.

Anyway - I tried the product and found the system was TERRIBLE. It loosens during uphill running, and becomes a joke during downhill running - needing to re-tighten every 20ish steps otherwise the poles will fall out.

Request for a refund due to faulty goods. Was told "No. Because you used the product, you are no longer entitled to a faulty item refund".

The UK consumer rights act allows for an item to be used for its intended purpose as a way of testing its performance - and it would be impossible to discover without that test. I have written as such as a reply to my initial refund rejection and wait for better news. My next step will be a chargeback.

I cannot believe the unbelievably poor experience from a top brand. I have their shoes and clothing and tbh its all excellent quality for fit and technology. But this product is rubbish - and my customer service experience has put me off.

Ordered 2 pairs of trainers.

One was received damaged and the other had clearly been worn so was not new.

Returned using NNormals return process but had to raise a dispute via my bank to get a refund.

Would NEVER buy from them again.

Shame, as the trainers they sell are spot on.

Bad service. Zero out of 5.

This horrible company simply decided not to fulfill the order OR refund my credit card. I sent them emails and waited about 14 days, then finally I filed a dispute with my credit card co. Nnormal finally responded to one of my emails requesting me to withdraw the dispute so that they can process my refund. So, I did - only to get another email from them saying that if I wanted my refund, I would have to request a Chargeback from my credit card co. GUESS WHAT? A Chargeback is a dispute which you're NOT allowed to file a 2nd time for the same purchase. My credit card co said they KNOW this which is why they "tricked" me into withdrawing it.

If I could give this company zero stars, I would.

This was, without question, the worst customer service experience I’ve ever had.

I ordered a pair of Tomirs during the first week of June and immediately received an order confirmation. Then… nothing. Weeks passed without any communication. After two weeks, I reached out for an update and didn’t even receive a response for another week. When they finally replied, it was a generic, copy-and-paste email saying my order was “still processing.”

I asked what was causing the delay and when I could realistically expect my shoes. Days later, I received another robotic response claiming they were sorry for the delay and that my order would ship within 24 hours.

That was false.

Another week went by, and nothing shipped.

At that point, more than a month had passed. I asked to speak with an actual person or a manager who could explain what was happening with my order. Instead, I was met with the same lifeless, canned responses that ignored my questions entirely. There was no accountability, no transparency, and absolutely no attempt to resolve the situation.

Then, without warning, they simply canceled my order and refunded my money. No explanation. No apology beyond the automated emails. No effort to make things right. Since then, they’ve effectively ghosted me.

I’ve dealt with delayed orders before. Delays happen. What is completely unacceptable is treating customers like they’re an inconvenience, providing misleading information about shipping, refusing to answer straightforward questions, and then canceling an order after making someone wait for over a month.

A company reveals its true character when something goes wrong. NNormal failed at every single opportunity. Their customer support was nonexistent, their communication was misleading, and their handling of this order was completely unprofessional.

Even if they made the greatest trail shoes ever created, I wouldn’t buy another product from them. No product is worth dealing with a company that shows this little respect for its customers.

If you’re considering ordering from NNormal, be prepared for the possibility of endless waiting, canned responses, broken promises, and having your order canceled without explanation. There are countless companies that make excellent running shoes and know how to treat customers with basic respect.

Take your money elsewhere and save yourself the grief

The biggest disappointment was not the product but the customer service. I paid around $50 for shipping and €32 in customs fees. When a problem occurred, the US team refused assistance, and the European team simply confirmed that refusal instead of trying to help. Customers deserve support, not to be sent back and forth between regions. I expected much better from NNormal.

here's an update to the order that i placed with this horrible company. the order was cancelled , according to them, due to low stock. wondering why they do not know what inventory that they have. i was able to order the shoes, pay for them, only to be told that the order was cancelled due to low inventory. unbelievable. will never order from them again. one of the worst customer service experiences i have had.

I ordered two pairs of shoes and returned one pair. According to the tracking information, I can see that the shoes arrived at Nnormal on February 25. I’ve already asked twice where my refund is, but I keep getting redirected to links that don’t help me or don’t respond at all. Judging by the other comments I’ve read, it seems to me this isn’t an isolated case—getting your money back is a real hassle. If you’re not 100% sure the shoes will fit, I definitely don’t recommend ordering from here.

Returned one of the three items purchased, and after 40 days I still haven’t received a refund. Shocking customer service, I was pushed back to the shipping company to chase it myself! Nice brand… Kilian Jornet, sort it out, it’s your brand reputation at stake.

'White/grey' trainers looked very different to photo online - much darker in colour with a much bolder pattern. Charged £10 to return them despite this.

Horrible customer service. They will not even try to resolve any issues or process returns/refunds for you.

What makes it worse is that sizing with this brand is incredibly inconsistent and you may or may not receive a usable product.

Absolutely appalling customer service. I returned my trainers due to the wrong fit. It’s been 27 days since they have received the return parcel and yet to receive a refund. When contacting the customer services you do not get a straight answer. I would stay well clear of this brand, it is not worth the risk as if you want to return you are unlikely to get your money back

Horrible customer service! Generic automated replies that go in circles and impossible to get a relevant answer. They refused to accept return of a shoe that doesn't fit because it was a month after the order date, but it took almost month for them to arrive!

I returned faulty shoes, and since then (25 days later) never heard back from them. Customer service simply does not exist. I always get an automated message with a case number and never a proper response. My pair of shoes wasn't good quality either. Insole in one of the shoes became lumpy after a few hours.

THIS BRAND DESERVES NO TRUST.
Shoes unusable. Cause massive pain. Useless customer service which sent me "copy& paste" template message.
Total waste of money .

Shoes are marketed as being durable and more sustainable as they won’t need replaced as often, all the outer pattern on mine came away after 1st use then after a couple of month the material inside of the shoe came away and tore my heel to bits on a run. I contacted support and chased them a few times. After 6 months they finally replied and said it’s not a manufacturing fault. Awful company pretending to care about environment and sustainability to sell cheaply made trainers

The worse customer service ever. I received a pair of faulty shoes, sent them videos and pictures of the manufacturer fault they refused to acknowledge it and refused to reply my emails after.
Very disappointing, don’t waste your money on them. They are made in china anyway, not premium European manufactured but premium priced.

Ordered a shirt through zalando. Order has been sent to Nnormal and they just don’t want to send it. Customer service refuse to help.

Do not pay the extra "fast" shipping, they not only charge you 14.50usd, to take almost i week just to deliver the package to fedex...no refund at all, almost one month exchanging stupid emails, with 0 customer service.

Returned a faulty item almost a month ago - using their authorised return service - Checked with royal Mail and they confirmed the item was received back by them on the 9th of May - but they refuse to acknowledge the receipt or process a refund. I have completed their customer service form 5 times (there is no contact number on their website) asking for an update or help (or just acknowledgment of my emails) but they have not replied to me.
They now have my money and my item - This company should not be allowed to trade they are a disgrace.