Runners Need Reviews 795

I bought a pair of Hoka trainers at £140 told they were a good fit a they would last. I was very happy. Six weeks in they have both split in the same place, gutted as they are very comfortable I thought Iv got proof of purchase surely they will be happy to exchange! I was sadly mistaken told that it was because my feet were too wide (strange as never had that problem b4) and that in fact they were not faulty it was my feet?! I could post them off at my expense to be inspected but he was sure that they would come to the same conclusion and I could be without trainers for up to 6 weeks?!
I couldn’t believe on my way out they were refunding a lady who didn’t think the trainers she’s been waring for 6 weeks fit right but it was a different brand!!
Not sure weather I don’t look like I should as a runners need customer but felt utterly humiliating and was even told by a member of staff that the car park give tickets…
It was a horrible experience and I’m still left with a faulty pair of trainers!
Customer service zero- empathy zero patronising and rude!

Retail skills sadly lacking in the Nottingham store. I was approached by a stony-faced lady whose first act was to look at her watch making me feel rushed despite the shop being almost empty. I asked if she was in a hurry and she replied that she had a ‘paid gait analysis’ in 25 minutes. Reaching for my notes of what my physio had told me to look for, I was told how much she hated physios sending lists of shoes (not what the list was). Not really sure why I stayed at that point as I was feeling as unwelcome as a divorce lawyer at a wedding. Surprised to see that her badge said store manager. Unfriendly and unwelcoming.

I wanted to give a big shout out to Mark in the Belfast Cornmarket shop, Mark was so kind and helpful this evening with my gait analysis. He was super thorough helping me pick trainers and spending the time and the effort with me, it was such great customer service!

I went to the store in Truro for a gait analysis as I wanted to return to light running again after suffering a knee injury. I am not a seasoned runner; just enjoy a jog around the block or a 5K on a trail. The person who carried out my analysis was super helpful, very knowledgeable and took time to explain the report to me. He found me a pair of running shoes that were not exceptionally expensive but very comfy and suited my feet.
I have a downloaded copy of my gait analysis with exercises to try and work on areas that were highlighted during my run.
He is a real credit to the company.
Would definitely recommend.

I regularly use the Windsor Cotswold/Runnersneed shop who offer great real customer service. However on this occasion, to save me a trip, I decided to buy some expensive trainers using their online store opting for next day delivery and boy what a exceptionally poor experience. As soon as I placed the order and realised they partner with Evri for delivery I thought why would they use the worst rated delivery company. This was quickly confirmed when the promised delivery date came and at 10:30 the dreaded message came on the Evri app “We are sorry your parcel has been delayed” that was a week ago and no further update. Obviously this was no surprise from Evri as they are rated one of the worst so resigned and accepted it. What really made me disappointed was Runners Need was not giving me any update until half a week had passed and after I had sent several emails chasing and complaining to them. They then refused an immediate refund and told me they opened an investigation with Evri lasting up to 7 working days. So basically I have paid nearly £200 for trainers that were due to arrive over a week ago and no update from Evri and no resolution offered from Runners need other than an ‘investigation’. Come on you could have either immediately refunded me and carried on your investigation with Evri as that is between you and them or you could have re-sent the trainers for me to receive them a few days later. This is NOT called world class customer service!!! Unfortunately what you have provided is lowest minimal cost communications that state what your internal processes are - this has guaranteed that I will NEVER use you again and won’t even bother visiting the shop and hopefully no other customer will risk it reading this review. Then maybe some customer success director paid a 6 figure salary has to get up from clicking his keyboard justifying his jobs with nonsense success metrics and acknowledge the real poor service and make positive changes to build up a support organisation that actually provides a service to the vast paying public. Please don’t waste your time and insult my intelligence by responding with “Thanks for letting us know, we are looking into it” if you have not figured out what went wrong in a week you won’t in a month!!!!
Check out all the many other 1star reviews!!!
WARNING to other potential customers Don’t use them unless you want to risk you delivery being ‘delay’ by Evri lol, good luck!

UPDATE 24th Feb: So now after Runners Need/Evri completed their investigation and confirmed what I told them over a week ago, that they were “ unable to locate your parcel within their system. As a result, the parcel has been classified as lost in transit.” Runners Need need me to sign a form to tell them I have not received their parcel despite me telling them that over a week ago!?! Classic 🤣🤣🤣

I have experienced extremely poor customer service. I have been speaking with Arun, who has shown little interest in resolving my queries or following up appropriately. I found the responses dismissive, particularly the comment: “We close in 30 minutes, we will not be back until Monday.”

No sign of delivery, no transparency, no care.

I booked in for gait assessment to replace my road runners and get a new pair of trail runners. The technology available to measure my feet, instep, arches, gait etc was spot on, the Runners Need Cardiff employee who worked with me was amazing. I had a fabulous selection of brands, all targeted at my foot width and type. Their knowledge of both the products and running the as great. Thank you so much, I’ll definitely be back.

Ordered a new pair of trainers, with payment taken a month ago, enquired after two weeks and was told I’d get a full refund within 3 days, and now have enquired two further times and have been given different differing information and being told I’d be kept up to date via email and nothing has emerged. Really disappointing as I have had good experiences with Runners Need in the past.

Runners need Beverley store a big thank you to hanas who gave an excellent gate analyse offering advice and finding me the most suitable running trainers for me and my needs which were not the most expensive but the best for me👍 also the store manager Tracey for locating my missing sock and posting it to me🤣

I went into the Bluewater store today and had a gait analysis with Beata. She was absolutely amazing, the whole process was comprehensive and she had so much experience. She listened to my concerns (as I had previously visited another store) and explained in detail my results.
She not only helped me understand my running style but also recommended a suitable pair of trainers which would help support me whilst running and throughout my training. She was very helpful and with her expertise I was recommended what trainers would best suit me. I have already told one of my friends who is training with me to visit your store and to request Beata.
Amazing customer service from an amazing lady!! Thank you Beata.

I was looking for trainers and sliders to help during recovery from a foot problem. Ting helped make it a positive experience. She was friendly and helpful, but most importantly, she listened to my needs and questions! While she didn’t have the sliders I was looking for, she provided helpful information for my search. She was knowledgeable and taught me a lot while I was choosing trainers. I left with a comfortable and supportive pair of trainers, in addition to some socks ands new way of lacing my shoes that help support my feet!

Great help from Freddie at the Spitalfields store. Very helpful and knowledgeable

Absolute shambles of a company, do not order from runners need.

Poor customer service, awful delivery expectations offering “next day delivery” arriving a week later and then products arrived damaged when it did arrive.

I wrote a email of complaint on 27th January, today is now 4th February and I yet to hear anything back.

I’ve read you give your customers 3 days to respond to your resolutions yet you’ve completely ignored my email still 8 days later, absolutely shocking service!

Monument team provide superb customer service combined with excellent expert gait analysis. As a result, since the first such, 4 years ago, pronation has diminished.

I placed an order 12 days ago and this is the vague explanation as to why I still haven’t received it. I got this email the day after my order then nothing, no follow up or reasoning. Do better please, this is the worst customer experience I’ve had in years “Thank you for your recent order placed with Runners Need but
unfortunately there has been a delay on your order.
We truly appreciate your patience and understanding at this time and sincerely apologise for any inconvenience this delay may cause you.
Our team is actively addressing the situation to minimize any further delays in the delivery of your order.”

Terrible experience £200 in total wasted at the EXETER snow & rock store.

I had been recommended to go here by my running club and some members and genuinely thought they’d help fit me with a decent pair of running shoes to support my flat feet - something I highlighted when booking the gait analysis.

Long story short, I have been sold a pair of asics trainers (for £160) which states on their own site are for neutral/underpronation. Within two weeks of wearing these shoes I have had to seek sports therapist and physio help, it’s done that much damage all the way up my leg, stemming from my non existent arch. The physio took one look and said you can visibly see I roll in just standing. The guy that served me even said, come back if you get any pain on your inner calf as it would suggest we’ve fitted the wrong shoes.

So, I called the store and the guy was less than helpful on the phone and told me just to book another gait analysis, which I did. When I returned it was the same person that fitted. He said he couldn’t promise anything about the return of my current shoes, but would look at other shoes. I tried on a pair of brooks- which instantly felt like they relived and supported my feet. I asked why this hadn’t been an option in the first place. He told me they wouldn’t give someone with flat feet a supportive shoe as it makes you over reliant and will cause issues further down the line (madness! I’ve always been told my NHS specialists that support and insoles are essential for alignment to avoid further joint etc damage as I get older).
I said he should have brought this out for me to at least try knowing my concerns and that brooks have a worn 30 day return policy (which he did not tell me). He took my gait video to the store manager to find out what he could do multiple times - I was there an hour and a half (said manager was supposedly on his lunch break and wouldn’t come and speak to me). Anyway, the guy appears awkwardly to say the gait analysis apparently shows pronation on only one foot so he couldn’t take the trainers back on the basis he’d miss-sold the shoe. The same gait analysis app he’s just told me they have a long list of issues to send off to head office with it not being massively effective/reliable with what it shows. Even so, I pointed out he’d brought the same selection of shoes out for a girl across from me, on the Saturday I visited, who clearly had no concerns other than looks for a decent running shoe - no fallen arch to be seen. He just apologised with “I’m sorry, it was a Saturday and it was really busy, sometimes we can make mistakes, but it’s still a neutral shoe”. And continued to try and sell me the £130 brooks trainers. To which I said I can’t justify that. His reply “you can try to clean yours up and put them on Vinted”?!?! UNPROFESSIONAL.

The most he’d offered me was his own employee discount on a pair of insoles to help - another £36 as at this point I’d try anything. Almost £200 on my first pair of running shoes which are inadequate for me. I tried with the insoles, first run was the exact same agony. I NEVER had any issue like this previous to coming to runners need. I would NEVER return to this store and highly advise others to be absolutely sure when purchasing. I trusted they were experts in this area and would genuinely help me avoid issues - clearly not!!

Really great experience at Guildford. Welcoming and knowledgeable team completed our gait analysis and gave real insight to options. Great choice of shoes and really helpful in making the right choice.

Very helpful and friendly service from sales assistant Ting. We were very impressed.

Ordered a new pair of running trainers (Asics Novablast 5s). The trainers arrived and upon opening the box it was clear immediately that the trainers were used and not new!
The labels had been cut off, the packaging inside was ripped, the trainers were laced oddly and then on closer inspection could see the scuff marks on the soles, hair both inside and outside of the trainer including one rather suspicious looking hair! It is quite clear these trainers have been used and returned and Runners Need have tried to pass them off as new to resell!
I’ve attempted to contact Runners Need via email, online chat and phone for the last 24 hours and not heard a thing.
Absolutely disgraceful service.
**Update 12/01/26** the issue has finally been resolved and we have agreed a partial refund which has been received, thank you.

We had a staff member called Ting at the Kingston branch, she was excellent and squeezed us in even though it was fully booked and we’ve ended up with some really lovely trainers for my wife