Asics Reviews 512

Rubbish customer service spent days contacting them and each time they reply we have nonaventa available and will open a case and will get back to you, they never do. It's all ai robots. Considering the amount of money their items cost they don't give two hoots

I’ve now spent over two weeks trying to resolve an issue with ASICS’s product team, and the experience has been extremely disappointing.
Communication has been slow, repetitive, and unproductive. I’ve had to explain the same issue multiple times to different representatives, with little evidence that my concerns are being properly understood or addressed. The process feels disorganised and, frankly, incompetent.
My complaint relates to the ASICS Gel-Excite 10, which I purchased following a professional in-store foot assessment. I have insertional Achilles tendinitis and was specifically advised to choose footwear with strong heel cushioning and support. The assessment clearly indicated high arches and concentrated heel pressure.
Despite this, the shoes significantly worsened my condition after limited use (around 20,000 steps). The heel pain became notably more severe, forcing me to stop wearing them. I then switched to the Hoka Bondi 9, which provided immediate relief—strongly suggesting the ASICS shoes were not suitable for my needs.
What’s particularly frustrating is learning that the advertised 90-day satisfaction guarantee does not apply simply because I purchased the shoes at a discount. This restriction was not made sufficiently clear at the time of purchase and feels misleading.
Overall, this has been a very poor customer experience. The product did not meet expectations based on professional guidance, and the support team has failed to handle the issue competently or efficiently. Furthermore if need to speak to their team make sure its in their restricted phone call timeframe with a 30 min plus wait time!
I would not recommend relying on ASICS’ product advice or aftercare based on this experience. Never again!

Asics great running trainers, unfortunately they used the joke called "yodel" as a delivery courier! 14 days later still have'nt got my trainers

Never buy online from ASICS - NEVER you guys !!!!!
No doubt ASICS make good shoes (otherwise I wouldn't buy them in the first place).

FIrst time buying them from their official website, order placed for a pair of Novablast 5 and 2 pairs of socks on the 6th April for a deivery lead time of 2-3 business days. Days gone by without any update....

Reached out and spoke to their AI Bot, checked the order had delay due to easter etc etc, fine I can take that. Advised will be shipped out on next day on 9th April. Asked for a transcript of the chat to be sent to my email, confirmed by the bot and it never arrived after the chat ended (even with confirmed email ).......

As you would now anticipated, shipping on 9th Apr never happened, reached out again and spoke to a human agent this time, the agent promising the order WILL be shipped on 10 Apr as that's what the system says it was being scheduled for and it would be with me within 24hrs once shipped....

And ofcourse it never happened....again reached out to ASICS agent telling all the background etc and that I need to ask for refund as there is no sign of progress. I was then told refund / cancel cannot happen as the order is still in progress and not shipped. I was saying to myself WTF, what sort of BS had I been told and kept being told by these agents. ASked for this issue to be escalated and response was I will get a email response in 3 working days, no hope so gave up.

3 hrs since the 'esclation chat', I get email from ASICS daying that the Novablast 5 I ordered is cancelled due to lack of stock, but hey don't be upset we'll still send you the socks!

End to end experience is the worst I have ever com e across in any form of purchase where online or face to face, they just do not seem to care and blae everything on the system and there is nothing they can do about it, the system that's probably still operating in the 1970's by the standard it is illustrating.

ASICS online, never ever again. This is from the UK so I am only speaking for the UK online system, such a shame and really really disappointing.

Will never be ordering from here again. I ordered a pair of trainers and expected to receive them in 2-3 business days. After 1 week and no shipping email, I contacted their live chat and the agent said because of the bank holiday, there is a delay but will be shipped in a couple of days. After another couple of days, I contacted them again and was told they don't know when my order will be shipped but they've emailed the warehouse. After another 3 days, I then get an email saying my order is cancelled. Clearly they are advertising trainers that aren't in stock. Shambles of a company. Sad to see, as ASICS are always my go-to for running trainers but their website service has clearly went downhill over the last year. Not surprised to see the level of poor comments from other people.

Ordered multiple sizes as advised by customer service to try shoes
I sent back 2 out of 3 items and only got refunded for 1 item.
Its been a month now since all of this and still no resolution

Shocking service. I paid extra for express delivery 3 days ago. Still no trainers and so I want to cancel the order. But can’t get through to customer service. Do not order asics online. They just hold onto your money for as long as possible and do not provide the product. Wish I had seen the reviews first. So much for using the trainers that haven’t arrived for a 10 mile walk at the weekend. Terrible. Avoid at all costs. I think this company treats its customers with contempt

First time ordering on asics and wish I’d have looked at the reviews prior to this, albeit didn’t think such a well known brand would have such a poor service.
The trainers I ordered were delivered today, unfortunately they are far too much of a wide fit for me so I scanned the QR code on the delivery box to start the return process, only to find out you have to print your own label. 90% of the population don’t own a printer in 2026, Asics can provide a QR code for a return to make that easy but cannot provide one for the label?
Very good tactic to minimise returns and after reading on here of people not receiving a refund after they have actually returned I’m not even going to go to the extent of trying to find a printer and will have to re sell the shoes. Absolutely ridiculous and will not be ordering again.

Terrible website, poor customer service, they are unwilling to provide a returns label that is not print at home. If you don’t have a printer you are basically in trouble. Customer service completely useless unwilling to help, additionally you receive 0 emails when you make an order or any updates on your order. Website is awful constantly logs you out and says error, for a big reputable running brand asics should be ashamed.

I don't know what is going on at Asics, but their shipping times are slow compared to other retailers and their returns process is a joke. Specifically:

-Placed order on a Friday, and it didn't ship until Wednesday of the next week. Meanwhile, the order estimated delivery date was the day it actually ended up shipping. When I emailed them asking why the shipment was delayed, they didn't provide any explanation and just said once shipped, the status would update on my account.
-I processed a return for part of the order and was surprised that the only return courier option was yodel and there was no way to generate a QR code to print the label at the parcel shop; instead, the process was such that the label and packing slip (?!) had to be printed. This is archaic when nearly all retailers now offer QR codes for returns and don't require packing slips. Having to print labels creates friction and delays to being able to return quickly, and many people don't have printers now and so printing is an extra annoying and expensive step.
-When dropping off the parcel, the yodel parcel shop said the box was too big and yodel wouldn't take it. Since I used the original box Asics sent me, and they used yodel for the original delivery, I was surprised by this, but the store insisted yodel wouldn't take it.
-I got on the phone with customer service, and they said sometimes the boxes are too big and the return needs to be split into multiple boxes. It's common practice that returns can go in the original boxes the order was sent in, so this is bizarre, but furthermore, there was NO instruction to this end when I initially processed the return, and the return system generated only one return label. Customer service acknowledged this was a known issue.
-Asics said they could cancel the original label and create two new labels and packing slips so the return could be split across two boxes. I asked if they could generate a QR code, but they confirmed they don't offer that feature with their yodel returns service. So then I had to print the new labels which further delayed my being able to send the return since I had to find a way to print, plus the cost of printing.
-I also asked customer service for the max dimensions for the boxes so that I would not run into this issue again, and their customer service said they don't have that information and would need to ask the team, but then couldn't do it with me on the phone, saying it would be something they'd have to take away. Surely this is information they would have at the ready to provide to customers given what I experienced was confirmed as a known issue.

In summary, the order took forever to arrive. And now the returns are taking multiple days, multiple prints, multiple / extra boxes I have to provide, lost time trying to drop the initial return, plus the added inconvenience of it being a huge box I had to carry while walking and then had to abandon the rest of my plan to take it home since the yodel shop wouldn't accept it. Asics should be paying me for the time I've had to spend on this return. Terrible experience. Will not order from Asics again until they bring their returns in line with other retailers.

Refusing to refund my money despite the shoes being returned to their warehouse over 3 weeks ago. They refuse to address the issue despite trying to contact them multiple times. They have now refused to even respond to any emails. Their online chatbot is no help either. They are breaking the law by not refunding my money. DO NOT BUY

I returned my order 2 weeks ago and it still in progress also they told me that they will refund the price different with my previous order but they have not! My order number is ASCGB36844440.

Poor online customer experience which is odd given that the products from Asics is actually good. The website gave me a vague error repeatedly not allowing me to to legitimately use my Unidays code.

Terrible refund experience. Took nearly four weeks after returning the shoes to get a refund. Avoid.

ASICS customer service is arguably the worst I have experienced. Every company faces issues with their product/service but it’s how those businesses handle those issues and address customer concerns. No-one at asics takes ownership of issues, it’s always another departments responsibility. I have been loyal to this brand for many years, now I can stand the sight of the logo!

Avoid! Ordered trainers that didn’t fit. Returned them and almost 30 days later still waiting on a refund. No response to any emails - customer service is nonexistent. I’ve resorted to a chargeback on my Amex card. Will never order from them again.

Could not have been worse. Goods never shipped. No update. No replies to multiple emails to customer service. Phone calls to customer service resulted in no updates no help. I’d rather buy from any brand other than ASICS at least in the UK.

I didn't read the reviews on customer service as I had been buying Asics products for years and never experienced the process of a return. Now I have sympathy for the reviewers here on what they experienced. First time returned a product thinking from a international renowned sportswear company to be efficient, provide customer care. HOWEVER I WAS WRONG! Not only had drama dropping off at a pick up point for Yodal delivery service, who didn't pick up the item and then chased up and picked it up 2 days later, but now had a response from Asics that it would take a further 20 days for a refund! This would be a total of 1 month returning an unused product. Never thought in this generation, we have a company who loves taking your money but not honoring by law to refund on unused products. Still waiting patiently for refund and certainly lesson learnt never to do returns again.

I wish I had checked the reviews here before ordering from them.

I have bought a pair of shoes, on 20th January. My normal size wasn't available, so I ordered 1/2 size bigger to see if the model fits me, but unfortunately it was too big for me. Then I started a return on 23th January and the shoes arrived on 28th January. Since then, I haven't received any updates. Using their chat, I opened a ticket 3 days ago, but no one wrote back. Today I reached the help center again, but now I am told that "We are currently allowing up to 20 working days for returns to be received and processed." Looks like, the company is intentionally holding customers' money. During these weeks I had several orders and did other returns too (after these pair of shoes) I have recieved other refunds already. Hopefully after reaching them today, they will (!) contact back and inform me if I will receive my refund. This is already a unpleasent experinece and wouldn't recommend using their online services. I can't imagine what would happen if I had a problem with the product I own?

Updates: I have recieved an email on 5 February saying my refund was issued. Now on 9 February, still haven't recieved my refund. I was able to - finally- find an agent on the phone after many attepts online and via phone, I have been told that it was only issued today(!) and shuld have reached my account soon. I will downgrade my rating from 2 stars to 1. I would never recommend using their online shop.

Absolute joke. Been waiting 2 months for a refund. No response to emails. Avoid.