Runners Need Anmeldelser 

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.

Absolutely shocking service.

I paid for next-day delivery and my order never even arrived. No explanation, no update, just nothing. I emailed their enquiries team email and was completely ignored.

I then had to waste my time dealing with their useless live chat, stuck going in circles with an AI bot before finally reaching a human. By that point, the whole process was already frustrating enough. They “investigated” with the courier, only to come back and say the parcel was lost.

Instead of taking responsibility and resolving it properly, they then had the audacity to demand I print out a form, sign it by hand, and send it back to prove I didn’t receive something I never got in the first place. Who even has a printer nowadays? Completely outdated and ridiculous.

In the end, I’ve had to go through my bank to retrieve my money, which says everything about how this company handles its customers.

Terrible customer service, zero accountability, and a delivery service you clearly can’t rely on. Avoid at all costs.

not good at all. Tried to get an update on an order to branch but no matter what option I go thru on none of them end up in the phone being answered.

would not order from runners needs again.

I bought a pair of Hoka trainers at £140 told they were a good fit a they would last. I was very happy. Six weeks in they have both split in the same place, gutted as they are very comfortable I thought Iv got proof of purchase surely they will be happy to exchange! I was sadly mistaken told that it was because my feet were too wide (strange as never had that problem b4) and that in fact they were not faulty it was my feet?! I could post them off at my expense to be inspected but he was sure that they would come to the same conclusion and I could be without trainers for up to 6 weeks?!
I couldn’t believe on my way out they were refunding a lady who didn’t think the trainers she’s been waring for 6 weeks fit right but it was a different brand!!
Not sure weather I don’t look like I should as a runners need customer but felt utterly humiliating and was even told by a member of staff that the car park give tickets…
It was a horrible experience and I’m still left with a faulty pair of trainers!
Customer service zero- empathy zero patronising and rude!

Retail skills sadly lacking in the Nottingham store. I was approached by a stony-faced lady whose first act was to look at her watch making me feel rushed despite the shop being almost empty. I asked if she was in a hurry and she replied that she had a ‘paid gait analysis’ in 25 minutes. Reaching for my notes of what my physio had told me to look for, I was told how much she hated physios sending lists of shoes (not what the list was). Not really sure why I stayed at that point as I was feeling as unwelcome as a divorce lawyer at a wedding. Surprised to see that her badge said store manager. Unfriendly and unwelcoming.

I wanted to give a big shout out to Mark in the Belfast Cornmarket shop, Mark was so kind and helpful this evening with my gait analysis. He was super thorough helping me pick trainers and spending the time and the effort with me, it was such great customer service!

I went to the store in Truro for a gait analysis as I wanted to return to light running again after suffering a knee injury. I am not a seasoned runner; just enjoy a jog around the block or a 5K on a trail. The person who carried out my analysis was super helpful, very knowledgeable and took time to explain the report to me. He found me a pair of running shoes that were not exceptionally expensive but very comfy and suited my feet.
I have a downloaded copy of my gait analysis with exercises to try and work on areas that were highlighted during my run.
He is a real credit to the company.
Would definitely recommend.

I regularly use the Windsor Cotswold/Runnersneed shop who offer great real customer service. However on this occasion, to save me a trip, I decided to buy some expensive trainers using their online store opting for next day delivery and boy what a exceptionally poor experience. As soon as I placed the order and realised they partner with Evri for delivery I thought why would they use the worst rated delivery company. This was quickly confirmed when the promised delivery date came and at 10:30 the dreaded message came on the Evri app “We are sorry your parcel has been delayed” that was a week ago and no further update. Obviously this was no surprise from Evri as they are rated one of the worst so resigned and accepted it. What really made me disappointed was Runners Need was not giving me any update until half a week had passed and after I had sent several emails chasing and complaining to them. They then refused an immediate refund and told me they opened an investigation with Evri lasting up to 7 working days. So basically I have paid nearly £200 for trainers that were due to arrive over a week ago and no update from Evri and no resolution offered from Runners need other than an ‘investigation’. Come on you could have either immediately refunded me and carried on your investigation with Evri as that is between you and them or you could have re-sent the trainers for me to receive them a few days later. This is NOT called world class customer service!!! Unfortunately what you have provided is lowest minimal cost communications that state what your internal processes are - this has guaranteed that I will NEVER use you again and won’t even bother visiting the shop and hopefully no other customer will risk it reading this review. Then maybe some customer success director paid a 6 figure salary has to get up from clicking his keyboard justifying his jobs with nonsense success metrics and acknowledge the real poor service and make positive changes to build up a support organisation that actually provides a service to the vast paying public. Please don’t waste your time and insult my intelligence by responding with “Thanks for letting us know, we are looking into it” if you have not figured out what went wrong in a week you won’t in a month!!!!
Check out all the many other 1star reviews!!!
WARNING to other potential customers Don’t use them unless you want to risk you delivery being ‘delay’ by Evri lol, good luck!

UPDATE 24th Feb: So now after Runners Need/Evri completed their investigation and confirmed what I told them over a week ago, that they were “ unable to locate your parcel within their system. As a result, the parcel has been classified as lost in transit.” Runners Need need me to sign a form to tell them I have not received their parcel despite me telling them that over a week ago!?! Classic 🤣🤣🤣

I booked in for gait assessment to replace my road runners and get a new pair of trail runners. The technology available to measure my feet, instep, arches, gait etc was spot on, the Runners Need Cardiff employee who worked with me was amazing. I had a fabulous selection of brands, all targeted at my foot width and type. Their knowledge of both the products and running the as great. Thank you so much, I’ll definitely be back.

Ordered a new pair of trainers, with payment taken a month ago, enquired after two weeks and was told I’d get a full refund within 3 days, and now have enquired two further times and have been given different differing information and being told I’d be kept up to date via email and nothing has emerged. Really disappointing as I have had good experiences with Runners Need in the past.

Runners need Beverley store a big thank you to hanas who gave an excellent gate analyse offering advice and finding me the most suitable running trainers for me and my needs which were not the most expensive but the best for me👍 also the store manager Tracey for locating my missing sock and posting it to me🤣

I went into the Bluewater store today and had a gait analysis with Beata. She was absolutely amazing, the whole process was comprehensive and she had so much experience. She listened to my concerns (as I had previously visited another store) and explained in detail my results.
She not only helped me understand my running style but also recommended a suitable pair of trainers which would help support me whilst running and throughout my training. She was very helpful and with her expertise I was recommended what trainers would best suit me. I have already told one of my friends who is training with me to visit your store and to request Beata.
Amazing customer service from an amazing lady!! Thank you Beata.

I was looking for trainers and sliders to help during recovery from a foot problem. Ting helped make it a positive experience. She was friendly and helpful, but most importantly, she listened to my needs and questions! While she didn’t have the sliders I was looking for, she provided helpful information for my search. She was knowledgeable and taught me a lot while I was choosing trainers. I left with a comfortable and supportive pair of trainers, in addition to some socks ands new way of lacing my shoes that help support my feet!

Great help from Freddie at the Spitalfields store. Very helpful and knowledgeable

Absolute shambles of a company, do not order from runners need.

Poor customer service, awful delivery expectations offering “next day delivery” arriving a week later and then products arrived damaged when it did arrive.

I wrote a email of complaint on 27th January, today is now 4th February and I yet to hear anything back.

I’ve read you give your customers 3 days to respond to your resolutions yet you’ve completely ignored my email still 8 days later, absolutely shocking service!