Runners Need Avis 796

I ordered a pair of shoes and only received a single shoe. I have tried for 2 weeks to contact/get a response by email, phone and website and have had no reply. They currently have £100 of my money which I have no way of retrieving other than raising a challenge on the credit card, which I have now done.

I am extremely frustrated with the lack of communication from Runners Need. I have written to them twice regarding a faulty pair of Brooks shoes, and I have yet to receive a single response.

I purchased these shoes six weeks ago but only began wearing them couple of weeks ago. Despite their premium description, they are extremely hard and uncomfortable. Most concerningly, after only limited use, they have caused significant pain in my hips and knees. It is clear these shoes are not providing the necessary support or performance expected from high-quality running footwear.

I have already sent over all the necessary documentation, including: Proof of purchase, order confirmation, and photos of the shoes (including the soles) proving they have been kept in clean, dry condition.

I am simply looking for instructions on how to return these to the Aftersales team for inspection. I would be happy with a credit or a replacement that actually suits my running gait and prevents further injury.

It is incredibly poor service to be ignored after two separate points of contact. I expected much better from a specialist retailer like Runners Need.

Guaranteed delivery on a Monday - the order didn’t arrive until the Wednesday. Every time you call for help it’s an hour job because you’re on hold so long. I had to buy a second pair of shoes in the end so they arrived in time and still waiting for the refund…

Where are my trainers!!! Surely why advertise next day delivery when you don't actually offer it! False advertising???? So then I try and find my nearest store for collection (which is Bath) its not on your system!! I stood in there the other day IT'S REAL!! Will I buy from you again? NO And definitely never recommend you

Cancelled order and sent me a 25% goodwill discount code that I can't even use as most of their trainers are 'on sale' therefore code only takes discount off the RRP.

Ordered runners for next day delivery, received confirmation email with delivery date yet they never arrived. Have chased via email and via customer services chatbot - no response. Only to see today that they've refunded me without any sort of notification. Incredibly frustrating as they were ordered for a race. Terrible customer service.

Ordered a pair of hokas, got refunded but no cancellation email. Tried to contact them via chat for two days without success.

I would avoid buying from them

I have been to some good Runners Need shops, but online they seem to be hopeless.
Ordered shoes, paying for next-day delivery. Next day came and went without shoes, so emailed customer services. No reply. Emailed again - nothing. Four days late, still no word from Runners Need.
Glad I didn't need urgently!
Looks like mv order mav be cancelled as at least money has been refunded to my card… but no email to confirm either way. Item still in stock so it’s really poor to leave customers completely in the dark and no reply from Customer Service - just like many other reports on Trustpilot.

I ordered a pair of running shoes for next day delivery on the 15 April 2026. It's almost 2 weeks later and I have still not received the order and have no indication of when / if this will actually materialise. Emails and chats are not answered... or the one that was answered was not able to provide any update. I have now requested that my order be cancelled and a refund issued, but I still have not heard anything about that.

Purchased a jacket which then broke. When I tried to get hold of someone to discuss the warranty, I sent an email 2 weeks ago which still hasn’t been answered, I have left several messages on the website chat which have been unanswered and I have tried to call, but have spent so long on hold I’ve given up.

Things break, that’s fine and completely out of their control, but the poor customer service is inexcusable.

Cancel without any email or notification, don’t use if you need for an event or in an hurry

Failed to fulfil order. Ordered trainers through the website. Order was apparently cancelled although there was no correspondence to confirm this. I only found out because I was refunded. Waste of time.

Order on the basis of next day delivery item didn’t turn up

They don’t answer the phone or respond to emails

Avoid this company. Terrible customer service and delivery. I ordered several pairs of trainers online, and they split the delivery into multiple orders under the same tracking number and lost the order, blaming DHL in the process. DHL provided all tracking and delivery evidence for the single pair of trainers Runners need sent via them. I had to dispute the payment though my bank for a refund because Runners Need ignored and then closed the ticket for all my follow up calls, emails and chat messages to try to find the rest of my order, which never arrived despite being a confirmed next day delivery of 'in stock' items.

Terrible customer service. Cant get a hold of anyone. Item not even delivered after paying £6.95 for next day. Cant get a hold of anyone to ask where my order is.

Will never order online with them again

I ordered a pair of trainers in March which should have had a 5 day delivery. The courier failed to deliver and RunnersNeed informed me that the parcel was being returned to them, and they would issue a refund, that was on the 7th of March.
I have yet to receive a refund, and they refuse to respond to email, livechat or phone calls.

I have now got my bank involved to raise the dispute.

I booked an appointment for a Gait Analysis at my local Salisbury Cotswold Outdoors/Runners Need (I didn’t even know they did this, so was a bonus when I saw an appointment the following morning). I’d recently got back into running, so felt like this was a necessity.
I arrived and Brandon was helping two other customers, but was quick to find alternative support for them, as he wanted to be able to give his full attention to my appointment. You don’t often find that customer service anymore!!
He couldn’t have been more helpful throughout my appointment. He was so knowledge which you could tell wasn’t just learnt from a training course, but he was actually passionate for running and able to advise me accordingly. Explaining all parts of the gait analysis thoroughly both how it works and the results.
I wanted to make sure I got the right shoes for me and I’m so glad I didn’t buy offline like I was going to do the day before because firstly I’d have got the complete wrong size and secondly I wouldn’t have found the right shoes for me either. I was looking for a hybrid road to trail shoe as I already have road shoes, but he was even able to advise me on my road shoes as I’d bought them to the appointment.
He couldn’t have been more helpful if he tried, he spent near on an hour with me, nothing was too much trouble even after asking so many questions and trying on multiple pairs of shoes in different sizes and styles. Even offered to order in different sizes for me to ensure I got the best for me.
I walked away with a pair of Hoka Challenger 8’s as they’re the shoes that felt best (my road shoes are also Hoka) but tried on New Balance, Brooks and other Hoka’s.
I’ll definitely be back to Runners Need/Cotswold Outdoors for future running kit because Brandon really restored my faith in in-store shopping, so thank you!! He’s a real asset to the store in Salisbury.

I placed an order for HOKA shorts and a top with runnersneed. The top arrived quickly via EVRI but from there things went downhill. The shorts were missing and never delivered. I have gone through a process of communication with runnersneed which has been frustrating and time consuming mainly due to they never reply. I eventually returned the top and was advised that a refund would be processed for both items. To date I have received nothing and am £102 out of pocket. I would not recommend this company.

Received a birthday offer of 20% off but when I went to use it in store, I discovered a min spend of £100 was needed. This is poor given other companies like ASICS and Sportshoes send similar offers with no min spend. In order to retain customers in a competitive market, it would be good to see more accessible offers. I appreciate some very high priced items may need to be excluded (which ASICS do) but at least let me spend say £30 in store and get something back

A great shopping experience with excellent shop floor service!