Unfair warranty treatment and poor customer service
Unfair warranty treatment and poor customer service
I bought a pair of running shoes (Brooks Adrenaline GTS 24, Order #ORD05817) worth €100 (in sales) from Sportskoen.nl in February 2026. After just 5 months of normal use, they developed a structural tear. Under EU and Dutch consumer law, products are expected to be durable within the legal warranty period.
When I contacted customer service to claim warranty, they flatly refused to take responsibility, stating they only cover issues within the first 2 months! Expecting €100 running shoes to only last two months is completely unacceptable.
They didn't even bother to contact the manufacturer (Brooks) to investigate the manufacturing defect or find a proper solution. Instead, they dismissed it as "normal wear and tear" and only offered to let me buy the exact same model again at cost price. They refused to offer any of the legally required remedies: repair, replacement, or a full refund.
Extremely disappointed with their lack of respect for consumer rights. I strongly recommend buying elsewhere if you value quality and post-purchase support.
Reply from Sportskoen.nl
Beste Lucía Concepción Lago,
Jammer dat u ervoor heeft gekozen om uw ervaring via een publiek reviewplatform te delen.
Wij hebben u meerdere oplossingen aangeboden om tot een passende afhandeling te komen. Helaas voldeden deze niet aan uw verwachtingen.
De lichte gebruikssporen aan de schoenen zijn naar onze beoordeling ontstaan door normaal gebruik. Gezien het feit dat de schoenen inmiddels meer dan vijf maanden in uw bezit zijn, achten wij dit een gebruiksgerelateerd verschijnsel. De schoenen zijn daarnaast nog steeds goed draagbaar.
Mocht u alsnog gebruik willen maken van één van de eerder aangeboden oplossingen, dan kunt u altijd contact opnemen met onze klantenservice. Wij helpen u graag verder.
Met vriendelijke groet,
Team Sportskoen.nl
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Dear Lucía Concepción Lago,
We are sorry to see that you have chosen to share your experience on a public review platform.
We have offered you several solutions in an effort to resolve your complaint, but unfortunately none of these met your expectations.
Based on our assessment, the minor signs of wear on the shoes are the result of normal use. Considering that the shoes have been in your possession for more than five months, this is to be expected. The shoes remain in good, wearable condition.
Should you still wish to make use of one of the solutions we previously offered, you are always welcome to contact our customer service team. We will be happy to assist you.
Kind regards,
Team Sportskoen.nl
