Saucony Reviews 247

Honestly, I wish I could give zero stars. I ordered the Kenivra Newent running shoes, and they are horrible. The foam is way too hard, offers no shock absorption, and ended up causing pain in my legs and hips. Worst running shoes I’ve ever worn.

I tried reaching out to their customer service for help, but no one responded. Even the live chat is always offline. Terrible support.

All I wanted was to either get a refund or exchange the shoes like other reputable 5-star companies would offer. Instead, I’ve wasted my money, time, and energy. Extremely frustrating and disappointing experience.

I would leave no stars if I could. Genuinely the worst customer service I’ve ever experienced. Live chat is always offline and therefore you cannot contact them without having to wait multiple days.

I purchased the Saucony Endorphin Elite 2, a carbon-plated shoe, expecting performance. What I got was a defective product and the single worst customer service experience I've ever had.

Product Issue:
During the very first run (a 12K at 5:25/km), the right shoe emitted a loud crack, audible to others. From that moment, the right shoe felt less responsive, far more flexible, and completely off compared to the left. I suspected a compromised carbon plate, which is central to the shoe’s performance.

TIMELINE OF FAILURE:
March 9 – I contact Saucony with a clear explanation of the issue.

March 11 – Thaina replies asking for photos. I respond the same day.

March 14 – Claire replies with a return label and says I will receive a refund once the shoes are returned.

March 17 – I make it clear: I do not want a refund, only reassurance that the shoe is structurally sound. I send two emails that day.

ZERO response for 9 DAYS.

March 28 – I follow up, frustrated and ignored. Now I’ve lost confidence in both the product and Saucony, and formally request a refund.

April 1 – I email again after no reply for four more business days.

April 2 – Adijat responds, saying Saucony doesn’t work weekends and that replies come within “2–4 working days.”

Let me be crystal clear:

Saucony took 9 business days to reply after my March 17 email.

Then took 4 more business days after March 28.

That’s 13 business days of silence—not 2–4.

At this point, I was gaslit, stalled, and patronized. I’ve had to chase them every step of the way. Despite returning the shoes exactly as instructed, I’ve still received no refund.

Staff involved:

Thaina – Initial response

Claire – Promised refund on return

Adijat – Excuse factory

This isn’t just about a shoe. It’s about incompetence, dishonesty, and outright contempt for paying customers. Their product failed. Their promises failed. And they failed to meet even their own basic communication standards.

I am now pursuing a chargeback via Monzo, reporting them to UK Citizens Advice, and making it my mission to warn every runner, athlete, and customer to avoid Saucony at all costs.

If you value your money, time, or sanity — buy elsewhere.

Deceptive marketing. They do not honor express shipping.

I ordered from Saucony and paid extra for next-day delivery on Tuesday morning, expecting the shoes by Wednesday. Instead, I was told they wouldn’t arrive until Sunday.

When I contacted customer service, I was informed that their system was not showing the correct delivery timeframe for next-day orders — something they’re “trying to fix.” So, I paid for a service that wasn’t provided.

Although I eventually received a refund, the whole experience was frustrating and a waste of time. If you need reliable delivery, I’d think twice before ordering.

The worst online retail experience ever, firstly the all white trainers I was sent had bright yellow stains on them. These are impossible to miss as they are all the way across the front of the trainer and should have never been sent to a customer in this condition.
After complaining I was sent a second class non trackable postage label to return the shoes with promise of a refund as soon as they arrive. We are now 10 days on from the postage date and the customer service team are ignoring my email's and I have no idea if my parcel has reached its destination.

If you are looking to purchase Saucony trainers, avoid buying direct. This has been a painful experience to say the least and I will be shopping with other reputable running brands going forward.

I now have no other choice but to contact my bank.

Evri lost the package and the Saucony customer service team has been very slow with replying to my inquiry. Their response times are 3-5 days, which seems below market standard. By the time they responded the shoes were out of stock, and they made no effort to suggest similar options.

Decent shoes, however build quality is not great, both trainers have sharp parts to the ankle area, which caused pain and bleeding.

Customer service is appalling. Both times I was spoken to in a very rude manner. Very slow response to emails 4 day wait.

Do better!

Whilst I haven't dealt with them directly, their shoes are second to none. Had three pairs of Rides now - great shoes!

Some good some bad. Ordered one pair of shoes arrived in 2 days. Ordered second pair still waiting……16days later. EVRI useless and Saucony not contactable. Not good customer service. I have asked for help but no response.

I bought the Saucony shoes and they happened to fall apart after two weeks of use. Brought them back to the store. Store is actively trying to contact Saucony representative for almost three weeks and being completely ignored. I ended up getting a store refund and will make sure this money will be spent on some other brand.
Not dealing with you customer service ever again.

Dreadful customer service when trying to select a shoe - they don’t have access to stock and won’t contact a store that does to help with sizing. Ordered 3 pairs of shoes and £600 down and shoes don’t fit. Now UPS have lost a pair they were returning as Saucony close early on a Friday and don’t accept the parcel. Saucony couldn’t care less. Avoid.

Purchased a $275 pair of shoes that are at least 2 sizes smaller than the size indicated. Waited too long to really wear them…too late to return…

Try on as soon as you get them! The manufacturer they now have, seems to be producing shoes that do not run true to size.

I recently bought a pair of Endorphin Rift trail shoes to try after working my way through all the major running shoe brands. I was looking for a change because I don't consider myself attached to any one brand. I enjoy variety, and well, there's a lot of it.

I'm a hobby jogger who runs between 25-40 miles per week, mixing between trail and road. I had a couple of 50k races coming up, so I wanted a shoe that was built to last.

I landed on the Endorphin Rift I had successfully tried some of Saucony's other most popular models (Endorphin Speed, Endorphin Pro, etc.).

PROS-

STURDY- if you're looking for a shoe with great support, this is your shoe. If you're someone who's had repeated ankle sprains or is worried about ankle and foot support, you shouldn't have any issues with these.

GRIPPY- I run up in the Pacific Northwest, and if you know anything about the weather up here, I need grip on the trails. I've run in some truly awful shoes (I won't name them here), but I was pleasantly surprised at how much grip I got, especially on the downhills. I no longer needed to worry whether or not I was going to eat it while rounding a corner.

CONS-

BULKY- I HATE heavy shoes. When you're running 30+ miles, the last thing you want is to lug around a couple of boats on your feet. But for more support, I had to sacrifice a little extra weight on the feet.

PRICE- Shoe prices are getting a bit ridiculous these days, if we can all be honest for a minute. These are no exception. On Saucony's website, they were listed at $175 when I bought them, but today are marked down to $115, so that's a plus.
Tip: If you are a teacher, military, first responder, or medical provider, sign up for ID.me and get 20-25% eligible products!

RECAP: The pros outweigh the cons with this shoe. In a day and age where products are becoming real crap, this shoe is built to last. It's sturdy for those who want the extra support and extremely grippy for those looking to hit the trails in inclement weather. They are a bit pricey, but as I mentioned above, there are some discount partnerships you can use, including ID.me, to knock that price down.

BONUS TIP: When buying shoes, I always go a 1/2 to full size up than what my foot measures at. Foot pain is real, and most folks have it because their shoes are too small. Trust me, as a physical therapist who works with foot pain every day. Try it once, and I don't think you'll go back.

Shocking - order an in stock item on the day they were to be delivered I received funds back on my card, apparently they were not in stock...they were showing in stock and If this was not the case it wouldn't have let me order in first place.. no communication until I chased via chat..rubbish, avoid, I'll never order again

Paid for next day delivery. & I’m still waiting two days later can’t contact anyone. Fraudulent company last time I’ll be getting anything from them.
Update 12/11/24
Still no shoes hasn’t even left there premise. The chat bot does not work and no way of contacting them apart from email an I’ve had no answer. They still have my money

If I could give them less than zero I would. I ordered a size 4 wide for my 9-year-old son. They sent me a shoe for a newborn or toddler size 4w. Customer service is a joke tried to blame me. Spoke to a supposed supervisor and all that she did try to over talk me with a bird in the background squawking away. Very unprofessional. Save yourself time and money and don't buy from these people. Last time I will purchase any thing from them. They don't want to listen they try to give me 30% off of a $70 shoe. Make me pay $10 for shipping because it's under $75 for my autistic 9-year-old. On top of that they put a 15 minute countdown timer to make you not think about your purchase and just do it to satisfy their own greed. They don't care about the customer it's not the same anymore. And they wonder why people are buying other brands!

Poor quality shoe that the sole has started to peel off after 2 weeks of minimal use. customer service terrible and slow

Product was defective, making a popping sound when I walked and retail refereed me to Saucony. Saucony does not support the reseller and told me the do not support all shoes they sell. Terrible customer service, no care for their customer.

The Guide 17 shoe is a disappointment. Please do not make all the running shoes like HOKA with max cushion. Please please bring back the mid cushion!!! They are way too high and support users already have very limited selection.