Runners Need Reviews 795

This store is scam, think 100 times before buying from them! I ordered 2 pairs of running shoes, tried them on at home and they both seemed to be ok. Soles of both weren’t perfectly clean, but I unfortunately I didn’t pay attention, thought maybe other customers were trying them on in the store. Next day I travelled abroad and took only Sauconys with me, 1 week after returning to the UK I decided to finally test NBs (other pair), but after putting them on and walking few seconds in the flat I realized that this model isn’t perfect for my big toes and I checked I still had 2 days to return them. And I did. Tracking showed shoes were delivered 15.09, but there was no refund so I contacted store 23.09 and they replied to me 25.09 that they won’t refund me because shoes were worn! After 2 days of endless emails which were all the same - they said I did wear these shoes - they just sent them back to me.

I am honestly shocked. Never experienced anything like this. I didn’t wear them and feel so silly and helpless being unable to prove it.

Looks like this is how runnersneed makes money - if they say shoes were worn, it means they sold worn shoes to me.

I am a runner and a fan of running shoes, I’ve got 8 pairs of different ones and couple of them don’t suit me perfectly, which I found out after using them couple times - and I still have them!!

Please, avoid this company at all costs!

Excellent staff member, knowledgeable and super helpful at the Salisbury store yesterday.

I bought a pair of running shoes online in the RN sale only to receive a ‘delayed order’ email the following day. This was followed by an email from the customer service team to tell me that their supplier had sold out of the shoe. Effectively, RN had sold me stock it did not have.
I asked if I could have the shoe in a different colour instead, only to be told they did not have the shoe available in any other colours. This was simply not true - it was available in the same size in a different colour on the website. I pointed this out only to be told a different story that they “do not have the capability to modify the order”.
It leaves me with little confidence or trust in Runners Need and I am unlikely to shop with them in future.

COUNTERFAIT - DO NOT BUY FROM THIS WEBSITE

I ordered a pair of HOKA shoes from Runnerneed.eu and received obvious fakes.
HOKA’s official customer service confirmed that this website is not an authorized HOKA retailer. They ship from China.
At first the seller only offered a €30 partial refund, after I complained about the counterfeit goods (WHICH THEY ADVERTISE AS GENUINE).
Only after persistent action through PayPal and providing proof of the counterfeit did they agree to a full refund— but then they stopped replying, never sent a prepaid return label, and I had to ship the shoes back myself, paying €40 for shipping out of pocket.
Beware: this site sells counterfeit products and provides terrible customer service.

Never received my order. It is now over 14 days since I placed my order. The company were more than happy to refund my delivery fee when I didn’t receive it the next day as per the promise.

DHL have clearly stated on their tracking system that the item is at their warehouse to be returned and apparently that the delivery was refused.

Yet I am expected to sign a disclaimer which states that I have checked every single neighbours house and I will help the company locate the items. I checked the specific house number and they have not had the item.

Whilst I appreciate this might be common practice to get customers to sign a disclaimer at this company, I think it is a little extreme and given that I have now read the reviews on this website. I really had wished that I never ordered from this company.

I am still waiting for my refund as they are waiting for DHL to return the item to them! The saga continues.

About 8 months after purchase, my Brooks stability running show (which I used more for walking) started hurting my toe. I checked the warranty info and it said as long as within 2 year period, you can bring the shoe and it will be assessed and replaced. On assessment, the team then asked if a gait analysis was done by Runners need. I was advised by a podiatrist to purchase stability shoes. Note that I also bought a hoka from runners need, but didnt have the same problem. False warranty advertising !
Case in point !!! Runners need has chosen to reply and extracted a section of my review saying the podiatrist referred the shoes.
Your guarantee says, if there is an issue with a purchase, bring the shoe in and we will resolve. You are choosing to defer the issue to someone else. Please explain, why I dont have a problem with the Hoka I also purchased from you, which is a stability shoe. Who performed the GAIT analysis should not be the point of reference. If that is so, please add that your warranty claims section, so it is clear. Dont make reference to it, once someone brings a show in with a concern, enquire as to these details. Further more , mention it on your site, that all purchases are at own risk, IF a gait analysis is not done by Runners Need. Your reply has just fobbed me off, taking no responsibility!
23.9.2025 - hi there, you are again focusing on the GAIT analysis. Please refer to your site on warranty returns of shoes and highlight to me, the reference to a GAIT analysis being the pre requisite

Not the usual experience I get, I used to enjoy shopping here, Rushden Lakes. Messed up my order and didn’t really try very hard to rectify, customer service has slipped a bit. Emailing the help centre was a waste of time. First time they responded they got it wrong and then they didn’t bother to make another attempt. Something has changed so I’ve shopped elsewhere. Not my go to anymore.

I wanted to share that the service I received from Emily in Bristol was wonderful… nothing was too much trouble. Being unfamiliar with the choice of trainers available for someone with arthritic joints, she talked me through the different brands, uses and different qualities. Unfortunately the store didn’t have the right neutral colours, but I now know a couple I would buy. Thank you Emily 🙏 the other staff were also very polite and helpful… I had a couple pairs of Hokas that had your waterproof treatment 😊

Our sales assistant, Simon, was very attentive and thorough when measuring and selecting our walking shoes. Because of his great service and knowledge we purchased 2 pairs of Hokas and a top.

Poor customer service. No one came to us. 10-15 mins plus without even an acknowledgement. Staff only seemed capable of looking after one client at a time and the rest ignored.

When sought assistance total dis-intetest from the male assistant. Zero engagement in terms of trying to establish what I might be looking for or what product could be offered.

For the prices being charged very disappointing.

First time here based on recommendation by a podiatrist. Won't be back and will feed back re experience. Id get better customer service from a computer online. 🤔.

Order delayed, no updates. Sold as next day delivery but using EVRI which as we know “failed EVRI time”. 3 days in and still no delivery.

Please stop using EVRI

Very poor experience so far. Store closed for some reason so ordered online with apparently free next day delivery. 3 days later, I’m still waiting. I’d have been fine if you’d said it would take a week. Don’t say free next day if you can’t do it.

Went to the Bluewater store, very poor customer service, a real shame as it looked like they had a good selection of trainers. I stood there waiting to be served, asked someone for assistance, ignored by both members of staff. Stood there for 10 minutes and left. Didn’t want to spend £150 on a company where they can’t even acknowledge your existence. Spent my money with another company who were way better!!

My 1st purchase ,great from start to delivery,helpful advice on shoes for flat feet , quick delivery .
Thanks

Good patient service. No hard sell. New app since I last had a gait analysis but the salesperson didn’t relay solely on that. She noted a dropped arch from looking at my socked feet. Tried on several pairs and insoles until I found one that worked for both feet. A definite change in need identified so I did not repurchase my usual brand in neutral but have a different brand with more support. First run out today and I felt my knee was much more comfortable.

Rude staff in Norwich. Didn’t acknowledge custom, didn’t try and help and was rude when we tried to get some help. Wouldn’t recommend unless you like being ignored

Outstanding service. Very friendly knowledgable and a real pleasure to shop at Runners Need.
Thank you Eva. Worn my new hiking shoes today and they are perfect!

Day 7… no shoes no tracking no refund no solution.

I ordered a pair of shoes 4th August, it’s now 11th August, the tracking provided has never been valid on the couriers website. I have no idea where they are, supposedly dispatched 5th for next day delivery. The online customer service is ‘investigating’ but never gets back to me.

Don’t recommend. Shop elsewhere

Great physical shops but appalling online service. My order got lost by their GREAT delivery partner- EVRI, I got so called "refunded" but money hasn't reached my account for 35 days. I just contacted their useless chat to be told that someone will come back to me in 5-7 working days.

I had a fantastic experience at Runners Need in Guildford. The service was excellent from start to finish, including a thorough foot analysis to help find the best-fitting shoe for my needs. Charles, who assisted me, was incredibly helpful, attentive, and knowledgeable. He really took the time to listen to my preferences and offered thoughtful advice tailored to what I was looking for. I hadn’t planned on buying a pair of shoes today, but thanks to the great service and expert guidance, I walked out with the perfect pair. The timing is perfect, with just three months left for training for my October marathon. I’m so glad I made the purchase and very grateful for the outstanding support.