Runners Need Anmeldelser 

Had a great in store experience in the Bristol branch as well as a good overall delivery experience.

Staff in store were super helpful, informative and approachable without being pushy. Also had a good deal on a pretty hot running shoe. The sizing in store was not quite right so I ordered the right size in store for delivery in a few days.

When I left the store, I realised this was the place that had terrible reviews about lost/late deliveries and was pretty worried.

But I am here to say that in my case, delivery was fine. Took 3 working days which is reasonable as it was free. They use Evri and I guess some have found that to be hit & miss, but no issues here for me.

Order did not arrive.
There was no option for requesting refund on any documentation.
You can't file complaints or report order not arrived.
I told them what happened, they refused to issue a refund even when I investigated myself and found evidence that it was not delivered.

I placed an order during a sale, and got a "your order has been recieved" email. I waited a week and didn't get a dispatch email, so I contacted the company using the email address on their website. It has been most of a week and I've still heard nothing. The order on the website is now listed as "stock cancelled" even though both items have stayed in stock. They took the money from my account and then refunded it, but have otherwise completely ghosted me: no response to my email enquiry, no email update telling me anything about the order after confirming it was received. I'll not be using this company again.

The diabetic foot clinic recommended a certain thickness of heel and sole to wear daily, Runners Need have a great range of trainers, plus their staff are very helpful and knowledgable about the different suitability of their products for both walking, running etc. Plus buying in the sale was also very helpful….so bought 2 pairs, the second pair was delivered next working day. Which was great….thank you Runner’s Need.

If I could put less than one star I would. Ordered trainers on the Wednesday for delivery Thursday/friday. Received tracking info which every time says that this isn’t correct. Contacted runners need via online chat got a bot that said I would receive a reply shortly! Still waiting! Emailed them….. no reply. Tried to call customer services, on hold for over 30 mins and then just gave up. Probably the worst customer experience I’ve ever had. Absolute shambles of a company!

Ordered some shoes with next day delivery. 4 days later I’m wondering where they are, turns out they’ve cancelled the order without informing me because they’re out of stock.
I check the site and the shoes are in stock, they’ve just upped the price by £30!
Reached out to customer service a week ago and they still haven’t got back to me.

I wish I’d read all the other trustpilot reviews before buying!

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.