Road Runner Sports Reviews 1,225

I had an incredibly frustrating experience with Road Runner Sports and would strongly caution others before ordering from them—especially if timing matters.

I paid for expedited shipping on a pair of shoes for my sister’s race and received what appeared to be a normal “thank you for your order” confirmation page. However, when the expected shipping date came and went with no delivery, I tried to check the order status, only to have their website repeatedly error out.

When I contacted customer service, instead of helping resolve the issue, I was met with deflection and blame. The representative questioned my browser, device, and whether I had cleared my cookies—something I’ve never had to do on any other retail site. Then I was told that the “order number” I was given wasn’t actually an order number at all, but just a “reference number,” meaning my order was never placed in the first place.

At that point, I made it clear that I cared less about the technical explanation and more about how they planned to make this right, especially given that my sister no longer had time to break in the shoes before her race. The only solution offered was to place a new order, which completely missed the point given the time sensitivity. When I expressed hesitation about trusting their site again, the representative responded with a dismissive and rude “ok, that’s fine.”

Between the broken ordering system, lack of accountability, and poor customer service, this was a deeply disappointing experience. I would not recommend shopping here.

Road Runner meets my needs as feet comfort and support is a must for me especially recovering from an injury now. Enjoying my new pair of HOKA Bondi.

Good selection, good customer service.

It’s an easy to navigate website and it always have my favorite shoes. There are always perks from buying here

Paid for VIP membership, ordered shoes. Returns aren't free and I needed a different, more expensive, model. I placed a new order and was sent someone else's order TWICE. RRS admitted they had a fulfillment issue yet no compensation was offered. They were willing to give me a few bucks off a future order but I will be canceling my membership and purchasing elsewhere.

STAY AWAY FROM THIS STORE 😱 I WAS A TOURIST A YEAR AGO AND HAD ALREADY AT THE TIME A BAD EXPERIENCE BUYING SPORT SHOES.
APRIL 2025 I WAS A TOURIST FROM AUSTRIA IN SANTA MONICA & BOUGHT A PAIR OF SHOES THERE
THE SAME THING HAPPENED A FEW DAYS AGO THEY CHARGED ME 49,90$ FROM MY ACCOUNT FOR A VIP MEMBERSHIP THAT I NEVER SIGNED FOR OR NEVER HEARD ABOUT WHEN I PAID.

- As my size was out of stock, the shoes were ordered from another branch.
- I paid for the shoes in advance by debit card and provided my email address in case
I needed to be notified.
- No contract or agreement regarding a subscription was offered or
signed.
- After about two weeks, I had received no information. Upon enquiry (using my Californian
mobile number), I was told that the shoes had already been ready for collection — but I
had never been contacted.
- At no point was I informed that the purchase involved a subscription (VIP membership)
or a recurring payment.
- Nevertheless, I have been charged for a corresponding VIP membership/subscription

TERRIBLE COMPANY. SO MANY HOURS JUST TRYING TO GET MY MONEY BACK. THEN THEY TRY TO CONTINUE CHARGING ME FOR THIS VIP BULLSH*T OVER AND OVER AGAIN. 🗑 DO NOT RECOMMEND!

Great products, easy online shopping experience, fair prices, great VIP member discounts.

I know for a FACT that I canceled my VIP membership BEFORE THE TRIAL ENDED.
I did it through their own website. It said I had successfully canceled.

Despite my cancellation, I continued receiving emails about my rewards cash so I assumed it was a marketimg or system generated email so I didnt think much about it.

2 days ago I get an email saying my membership is set for auto renewal for the following day. I was surprised because again, I KNOW FOR A FACT that I canceled the membership. So, I go back onto the site, and cancel again. I get the confirmation AGAIN that it's canceled. I also noticed my card was still attached so I removed it - so they apparently keep your credit card numbers despite the fact that its been "taken off".

Today, I get an email receipt of Roadrunner charging me $49.99 for another year of service even though I canceled and even though they say on their site "cancel anytime'.

So, I call customer service today because their website apparently cannot be trusted, and I get an agent on the phone who tells me that there is no cancellation on record and that I have been charged.

I ask the agent to cancel my membership FOR THE 3RD TIME and issue a full refund.
He tells me that he has generated the cancellation and the refund so I ask for a confirmation number for the call.
He then tells me there is no confirmation number for this cancellation and I have to wait 24 hrs for an auto generated email from the system.
He goes on to say that there is no way to reference this cancellation and refund other than the email that's supposed to arrive in 24 hrs. He also says that the only record of this cancellation un the meantime is this recorded phone call.

Considering my previous cancel requests then I probably wont even get the email noting the cancellation. The date and time of the recorded call for the company to go back and reference for proof - which Im sure theyll have to do because who knows if they really canceled and refunded me at this point- is 3/30 at 2:10 pm and the agents name was Javonni (check spelling). So you go ahead and play that back if you need to.

This is ridiculous. I never expected this type of game from Roadrunner. How shameful. How many times does someone have to cancel to get away from being locked in for life and paying?

And let me end by saying that if Roadrunner comes on here and tells me they looked into my account and they see that my VIP has been canceled and the refund has been issued then my response to you is YOU SHOULD HAVE HONORED MY CANCELLATION THE FIRST TIME and if there was some weird glitch maybe thats understandable but for the SECOND CANCELLATION there isnt an excuse. And, charging a card I removed from the site and after canceling is beyond unethical and shady. Moreover, I shouldn't have had to resort to a review to get you to honor your own TOS and promises.

That "great customer service" where they they are thorough and go that extra mile seems to be restricted to to in store sales. What comes afterwards is RIDICULOUS.

Poor quality goods.

Road Runner is not a shoe store, it's a brick and mortar subscription scam. They sign you up for regular fees and it's impossible to cancel. I would rather burn the store down than go in.

Have been a customer of my local store for many, many years. Their sales people and manager do a good job of assisting customers.
However; the website, online ordering, and phone reps are awful!!!! Website glitches on mobile devices (response from email to Customer Service was “use your desktop” vs. we plan to fix our incompatibility with mobile devices), online orders get cancelled (even after receipt is sent) without customer being sent notification, reps enter address info incorrectly and provide illogical (and sometimes discourteous) answers to order problems.
Placed recent reorder (due to Road Runner cancelled previous order without notification to me because Rewards program does not integrate with all forms of payment, even though I received a detailed receipt that indicated order was complete). Could not receive receipt for reorder until after call completed. Noticed incorrect info. Called back. On hold more than an hour, never was able to talk to a person ( even though call remained connected with numerous outgoing messages, beyond end of day listed on website). At this point, would give zero stars if possible.

Been to the Otay Ranch store many times, and usually I receive good service, sometimes excellent, but yesterday I had a very bad one. The employees were very unproductive, slow, and no contact with customers, not only me. I left without buying anything. In my opinion, they should go back to giving them commission in order to improve customer service. Because of past experiences I will give it another chance in a couple of days and see if during the week there are other employees that are more polite and willing to actually work.

Signed up for the VIP program in store. They didn’t put my house number in the system. When I placed an order online for shoes they did not have in store, they delivered to the wrong address. They basically told me it was my fault and if shoes are not found, I’m out the almost $200. Absolutely ridiculous!!!

I have nothing but great experiences with Road Runner Sports. If I have fit questions, I can go into the store, if not I live online.

During order process on a Wednesday afternoon site indicated I should have shoes that Friday. Not having a status email on Thursday I called and they said it could take 2-3 days unless I wanted to pay extra for expedited shipping. I relayed my disappointment and was led to believe I would receive a reply. On following Wednesday I called to inquire and they said I should receive shoes that day. Again, I told them of my disappointment and that I felt order screen over promised and company under performed. They acted concerned but I never heard back. 1 whole week to receive item after ordering is not acceptable when they market their quickness, no proactive response from them, and this from one of their “VIP” members paying an annual fee for service. Very disappointing. When I advise Road Runner representative that their service was worthy of a bad review, her reply was “that sounds like a threat “. I replied letting people know of the marketing misinformation and over promising was letting others know what to expect and my experience with them. I thought her “threatening “ remark was quite aggressive.

Good selection and price. Website can be difficult to navigate at times but customer service is always great.

Road Runner has always delivered as promised. I have bought from them for years without a single issue.

I’ve been a VIP member for many years. NEVER disappointed. RRS obviously have outstanding trainers .
Supply chain is over the top excellent. Keep up the great work !

The process they have for updating the inventory on their online site is either poorly managed, slow to update, or just updated with a seemingly low-tech or old-tech process.

I ordered a pair of shoes from them, it took them 9 days to send me an email saying that the particular model was out of stock. I tried a second time with a different pair, and the same thing happened. I called their customer service line to file a complaint and help them understand why people wouldn't want to go through that in case the same thing happens a third time.

The best thing they offered me was free expedited shipping on my next order, but they couldn't tell me when the web dev team would finish updating the site inventory, because obviously I wouldn't want to go through that a third time.

The best suggestion/help they could give me was to call the customer support number before placing an order instead of improving and correcting their own system. Get with the times.

It is quite easy to make sure that a website updates inventory accurately and quickly to prevent this from happening and to prevent the customer from having to call a service line before placing an online order. Especially in 2026. We have the technology.

I highly recommend purchasing shoes through a different middle-man company or the manufacturer itself instead of Road Runner Sports. I will never use Road Runner Sports again or recommend them to anyone. They have lost me for life.