Runners Need Reviews 796

Promised next day delivery and used Evri. Any company that uses Evri deserves a bad review, they promised next day delivery and it's still sat in Evri's delivery depot. The best thing of all is that this customer service is even worse than Evri's automated service, Runners need customer service just doesn't even answer the phone or emails. Terrible customer service and terrible delivery

Ordered an expensive watch for next day delivery. Really wish I’d read these reviews first. Shock horror I have not yet received it 3 days later even though it should have been next day delivery. After persevering on hold until I got through to someone they say DPD have it. And DPD say they don’t have it. Will be doing a charge back through the bank. Lesson learned.

Ordered a pair of trainers in store to be delivered to my home, Evri failed to deliver the parcel, despite having proof of this I'm now being refused a refund unless I fill in the most unprofessional word document promising I didn't get it. Which is also something I wasn't told about initially

Great experience. Easy to book online, the staff were very helpful, knowledgeable and patient. Excellent place to get new trainers.

Ordered a running shoe in March that ended up being faulty so I raised it online and after weeks of slow replies, the photographic evidence I gave them was deemed faulty and they told me I did not need to return the shoe. They gave me an option of exchange or credit voucher, when I asked for a refund I was ignored so I took the voucher. Lo and behold the voucher did not work and when I called the service team they said the voucher was used and that they would raise out again to the relevant online after sales team. I now over 2 months later just got an email asking me to sent photos of the shoe so they can determine if I am eligible for a refund despite already determining the shoe was faulty and giving me a voucher that did not work. Highly do not recommend buying from Runners need as their online service is incredibly awful, daylight robbery!

I made a large order for an upcoming sports holiday.
My return included
2 x sports tops
2 x sports bras.
One of the sports bras arrived covered in makeup stains.

I created a returns request for these items but have only been refunded for 1 x sports bra.

Customer service are not replying to my emails.

Overall - absolutely terrible. Do not order online! What a shame.

I’m now out of pocket a lot of money despite following the correct returns procedure. Accidents can happen, but it’s more the fact that my enquiry has been completely ignored that makes matters worse.

Placed an order for over £100 and paid extra for next day delivery. Order was delivered to the wrong house by cowboy courier company Evri. (Photograph of package left at a door 8 miles away, but they haven't been able to recover it?) Reviews of the company cite Courier Issues (especially with Evri) and Customer Service Bottlenecks when deliverys go missing or delayed support to sort out a refund or replacement, staff response is rigid leading to further dissatisfaction they should give their support team more autonomy to present better customer care and service, with more empathy. Don't blame third parties, you are the supplier! Still waiting for a refund or confirmation that a replacement is on its way.

Pair of £18 Balega socks got a hole in the toe after the second run. For over a month I've repeatedly tried to contact Runners Need both via email and their online form for a replacement or refund and had absolutely no response. They sent one email 10 days ago asking 'how would you rate the support you received' (despite having received no support at all) and even my response to that has failed to get anyone to deal with what should be a straightforward return/refund. Really unimpressed and will not use them again.

I began running in January and needed to upgrade the trainers I have been using to something specifically for running.

I visited the store at Newnham Court Shopping Village. I had my gait analysed and got some helpful tips for my running which was most appreciated.

I then went through a number of pairs of trainers to find the right ones, and ran on the treadmill to check how they felt.

The chap who served me asked a number of questions to find what I was looking for, explained the type of trainer for me (good and bad points) and narrowed down what would be useful to me specifically for my running style but also for the distance I want it for.

I am super happy with my trainers and felt valued and listened to. I’d highly recommend this store.

I placed an order in-store on Monday for trainers that were not available in my size, and I was assured they would be delivered to my home the following day. Unfortunately, this next-day delivery promise was not fulfilled.
I required the trainers for an event on Saturday, which was clearly within a reasonable timeframe based on the service promised. However, the order was not dispatched as expected. I contacted customer service daily to follow up, but no one was able to explain the delay. On multiple occasions, I was told that someone would investigate and return my call, but this never happened.
Despite numerous calls, I received no clear update or resolution. The trainers eventually arrived a full week later—after the event had already passed—making them effectively useless for their intended purpose.
I am extremely disappointed with both the failure to deliver on a guaranteed service and the lack of communication and accountability from your customer service team.
If next-day delivery cannot be reliably provided, it should not be advertised or promised to customers.
Due to this experience, I will not be purchasing from Runners Need again.

2nd time visiting Silverburn store. Lorraine the Store Manager was amazing. Particularly when a "karen" interrupted our appointment and started to create a major fuss in store. Lorraine remained professional and courteous, diffusing situation. Her input was massively appreciated in terms of my needs, leading to me ordering online.

**Update
I tried the webchat again today and finally got through to an actual human. He was great and has issued a refund. Persistence is key with this company that’s for sure. I definitely have no interest in dealing with them again.

Having a dreadful time with this company. My order was meant to be next day delivery from 27 April and 2 weeks later it still doesn’t appear to even have been collected by the courier yet (I got an email on the 27/4 to say it was being dispatched and that courier information would follow. It is now 13/5 and I’ve had absolute radio silence since then). In the meantime I’ve emailed multiple times; filled in a contact form on their website; repeatedly tried to contact an agent through live chat and have been on hold for nearly 30 minutes the two times that I’ve tried to call, with no answer.

I want a refund and I want an apology. I am absolutely raging at the lack of communication or accountability. An absolute shambles.

Was nervous about purchasing online after reading some of the reviews. However my order arrived the next day! All looks great, very happy with the trainers, the price and the service! So thank you!

I initially went to the Liverpool Runners Need store after a friend recommended their gait assessment to me. Edward was extremely knowledgable and helpful. The whole experience including the precise shoe fitting was well organised. I learnt a lot about my running style and the best shoe for me. The staff were all very professional and this is definitely worth the money!

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!