Runners Need Reviews 796

I ordered running shoes online from Runners Need. The shoes obviously were used when they arrived. I had to visit their shop to return. However, the substantial online delivery charge wasn't refunded, which they should have, as it was their fault.

Plus, my cost to go to their shop and 2 hours spent in the process.

Avoid ordering online from them.

Quick to find & buy. Delivery within 48 hours - thanks for a seamless process

I bought two pairs of trainers on sale. Firstly, the delivery was delayed, but that happens sometimes. Then, when the shoes were delivered, one pair were clearly second hand/had been worn as the soles were marked and there was hair and dirt inside the shoe.

I tried to contact Runners Need four times at various email addresses with pictures from 28th March to 2nd April and received no response. It was only when I threatened a chargeback with my bank that they eventually responded. They offered a return and refund or £10 off (this was on a £130 pair of trainers, on sale at £99), which I felt was poor for having delivered me a pair of trainers with someone else's hair in them.

I asked for a return and an exchange for the same shoes, size and colour, at the sale price, highlighting that this was showing as low in stock on the website so asking for this to be done quickly so I didn't miss out on the sale price. I've still not heard back. The shoes are now out of stock on their website, so I assume I have missed out due to the severe delays in response time.

I won't use Runners Need again, just not worth it for the poor service.

Great purchase at Mercer St Covent Garden. Kenzie was so nice, knowledgeable and really helpful in making the choice of running shoes plus insoles which I hadn’t considered before. As a novice this help is hugely valuable in what can be a confusing and risky choice on injury. A definite recommendation to visit

Runners Need in Camden were great. The gait analysis was helpful and I was helped for over an hour to find the right trainers. The assistant was patient, knowledgeable and I didn't feel pressured.

Ting helped me, I’m so so pleased I came into the store! She did my gait on the treadmill (which I didn’t know they did), recommended a different shoe, and in 2 sizes bigger than what I had asked for when I came in, and taught me so much about how to tie laces and totally different socks to help me run my first marathon. Would highly recommend her over and over again! Thank you!

I placed my order 7 days ago and still not received the package. I paid extra for delivery but it's more than a week and no sign of my purchased item and no communication…

Paid £15 for a gait analysis to never receive the results. Have emailed twice with no response. Called the store I went to and they said they could not help further. I would like to either receive my results or a refund of the £15.

I placed an order on a Sunday, paying for next-day delivery. One week later, the parcel has still not arrived.

What has made this experience truly disappointing is the utter lack of response from Runners Need: I sent two emails — no reply. I tried the live chat — nobody picked up the thread. It is as though the customer simply does not exist once the payment has gone through.

I have shopped with running specialists before and I am well aware that occasional delays happen. What is not acceptable is the silence. A simple acknowledgement would have gone a long way.

As things stand, I am actively considering raising this with a consumer protection association or the relevant authorities, as I appear to have no other avenue left.

I would genuinely welcome a resolution and I am open to updating this review should Runners Need choose to engage. Until then, I cannot in good conscience recommend this retailer.

My girlfriend and I visited the Brighton store this weekend to get a better idea of which ASICS running shoes to go for and to figure out sizing. Chris, who helped us in-store, was absolutely brilliant. He was incredibly knowledgeable and patient, taking the time to clearly explain the differences between the shoes and offer thoughtful suggestions. There was no pressure at all—just genuinely great service. It made the whole experience easy and enjoyable. We’ll definitely be back.

I would give this place negative 5 stars if I could. I will never be returning to this brand to make a purchase. I knew in my bones and my gut instinct that I should've just bought the shoes directly from Brooks & will do from now on!

The customer service is ABYSMAL, i reported the delivery that never turned up on the same day. I was then told some run around nonsense about their policy that it takes them 7 days to investigate these matters. Meanwhile Evri did a separate investigation into the delivery which had a delivery photo that didn't match anywhere in my area, a GPS not matching my address and told me within 48 hours they lost my parcel!

Did customer care help then? No! Of course not because it hadn't been "7 working days" and other rubbish they were saying. Such a useless waste of my time to have to keep contacting them & never did i ever receive a SINGLE communication from them without me instigating it which is honestly the worst part.

How bad must your customer service systems be for me to have to be the only person who reaches out to solve a mistake YOU made? 12 days later I had to reach out to the brand again to demand a refund for a parcel the courier said to me in writing was lost 10 days prior.

Worst experience I've had in all my life.
AVOID AVOID AVOID.

It is 2 weeks later and I have still not received my 'next day' delivery. Also impossible to speak to anyone online and runners need/Cotswold outdoors do not reply to the email address listed on their contact us page. Will have to do a chargeback given zero response to my request for a refund.

I went into the Port Solent store after a proper awful experience in the hedge end store I was greeted on entry and started the gate analysis. Luke was dealing with me who was very professional and helpful. We did the gate analysis and he showed me all different details and how AI is tracked my body and different paths of running it also specified what injuries I currently have which were correct. Luke then spent the next 30 minutes trying to get me a pair of running trainers which we successfully did and I now have brought a new pair and fingers crossed everything will be okay.

I visited the Cardiff store today for a gait analysis and was welcomed by the very knowledgable Ryan. A runner himself, he performed the gait analysis easily, and recommended 4 different shoes. He was patient while I decided on the best option for me and offered good sound advice. Would recommend for service given and choice of shoes.

I bought trainers in-store for £140, only to find them on the Runners Need website for £99. While the store staff were willing to help, I was told the price-match refund had to be handled via Customer Service as I couldn't return to the shop immediately.
What followed was a 50-minute phone ordeal. After nearly an hour on hold, I was told the refund would only be £30, not £40. The reason? Because my specific size wasn't currently "in stock" on their website at that exact moment.
It is the same shoe, the same model, and the same company. To use a temporary stock fluctuation as a reason to ignore your own price-match guarantee is a desperate attempt to squeeze customers.
My wife handles professional crises for a living, and even she was stunned by how unnecessarily difficult this company makes a simple task. I’ll be making the journey back to the store for a full refund instead. Save the templated "we value your feedback" reply—the 50-minute wait and the "size" excuses told me everything I need to know about how you value customers.

Fantastic service at the Clifton branch yesterday. Highly knowledgeable and non pushy retail team.

I went to the Bristol Clifton branch of runners need having a rough idea of what may suit me. I spoke with one of the lads in the shop ( I forgot his name sorry! It may have been Dougie or the lad working with him) and he was amazing. He had so much knowledge and was patient with me explaining features and suggested a few different pairs of shoes. He got me on the treadmill to test them and talked me through what mattered. Would recommend them again! I was in the shop on Friday 20th march in the afternoon. I hope the lads get some recognition!

Definitely wouldn't recommend. £150 trainers had a hole in, contacted customer services the day after they were delivered and have returned the trainers. Over 2 weeks later - I don't have the trainers and they haven't provided a refund. I have tried emailing and calling them, but can't speak to anyone that can help me. I am really disappointed in the quality of the trainers, the time taken to resolve and the customer service.

Amazing experience. Stuart was so knowledgeable, helpful. I was buying trainers for the first time in years for a triathlon and after the treadmill gait check he brought just the right trainers for me. He made it effortless in buying the correct trainers. I will definitely go back again.

Kieran's help was brilliant today. He was very personable, and helpful. He spent nearly an hour with me, trying on a multitude of different trainers. As a runner himself he was able to offer really useful advice to me.

This was in the Southampton store in West End.