Runners Need Bewertungen 744

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!

Monument team provide superb customer service combined with excellent expert gait analysis. As a result, since the first such, 4 years ago, pronation has diminished.

I placed an order 12 days ago and this is the vague explanation as to why I still haven’t received it. I got this email the day after my order then nothing, no follow up or reasoning. Do better please, this is the worst customer experience I’ve had in years “Thank you for your recent order placed with Runners Need but
unfortunately there has been a delay on your order.
We truly appreciate your patience and understanding at this time and sincerely apologise for any inconvenience this delay may cause you.
Our team is actively addressing the situation to minimize any further delays in the delivery of your order.”

Terrible experience £200 in total wasted at the EXETER snow & rock store.

I had been recommended to go here by my running club and some members and genuinely thought they’d help fit me with a decent pair of running shoes to support my flat feet - something I highlighted when booking the gait analysis.

Long story short, I have been sold a pair of asics trainers (for £160) which states on their own site are for neutral/underpronation. Within two weeks of wearing these shoes I have had to seek sports therapist and physio help, it’s done that much damage all the way up my leg, stemming from my non existent arch. The physio took one look and said you can visibly see I roll in just standing. The guy that served me even said, come back if you get any pain on your inner calf as it would suggest we’ve fitted the wrong shoes.

So, I called the store and the guy was less than helpful on the phone and told me just to book another gait analysis, which I did. When I returned it was the same person that fitted. He said he couldn’t promise anything about the return of my current shoes, but would look at other shoes. I tried on a pair of brooks- which instantly felt like they relived and supported my feet. I asked why this hadn’t been an option in the first place. He told me they wouldn’t give someone with flat feet a supportive shoe as it makes you over reliant and will cause issues further down the line (madness! I’ve always been told my NHS specialists that support and insoles are essential for alignment to avoid further joint etc damage as I get older).
I said he should have brought this out for me to at least try knowing my concerns and that brooks have a worn 30 day return policy (which he did not tell me). He took my gait video to the store manager to find out what he could do multiple times - I was there an hour and a half (said manager was supposedly on his lunch break and wouldn’t come and speak to me). Anyway, the guy appears awkwardly to say the gait analysis apparently shows pronation on only one foot so he couldn’t take the trainers back on the basis he’d miss-sold the shoe. The same gait analysis app he’s just told me they have a long list of issues to send off to head office with it not being massively effective/reliable with what it shows. Even so, I pointed out he’d brought the same selection of shoes out for a girl across from me, on the Saturday I visited, who clearly had no concerns other than looks for a decent running shoe - no fallen arch to be seen. He just apologised with “I’m sorry, it was a Saturday and it was really busy, sometimes we can make mistakes, but it’s still a neutral shoe”. And continued to try and sell me the £130 brooks trainers. To which I said I can’t justify that. His reply “you can try to clean yours up and put them on Vinted”?!?! UNPROFESSIONAL.

The most he’d offered me was his own employee discount on a pair of insoles to help - another £36 as at this point I’d try anything. Almost £200 on my first pair of running shoes which are inadequate for me. I tried with the insoles, first run was the exact same agony. I NEVER had any issue like this previous to coming to runners need. I would NEVER return to this store and highly advise others to be absolutely sure when purchasing. I trusted they were experts in this area and would genuinely help me avoid issues - clearly not!!

Really great experience at Guildford. Welcoming and knowledgeable team completed our gait analysis and gave real insight to options. Great choice of shoes and really helpful in making the right choice.

Very helpful and friendly service from sales assistant Ting. We were very impressed.

Ordered a new pair of running trainers (Asics Novablast 5s). The trainers arrived and upon opening the box it was clear immediately that the trainers were used and not new!
The labels had been cut off, the packaging inside was ripped, the trainers were laced oddly and then on closer inspection could see the scuff marks on the soles, hair both inside and outside of the trainer including one rather suspicious looking hair! It is quite clear these trainers have been used and returned and Runners Need have tried to pass them off as new to resell!
I’ve attempted to contact Runners Need via email, online chat and phone for the last 24 hours and not heard a thing.
Absolutely disgraceful service.
**Update 12/01/26** the issue has finally been resolved and we have agreed a partial refund which has been received, thank you.

We had a staff member called Ting at the Kingston branch, she was excellent and squeezed us in even though it was fully booked and we’ve ended up with some really lovely trainers for my wife

What an absolute shambles !
No trainers at the end of the big saga and I got PayPal involved and they got my money back for me.
A couple of things this company did to hold up the process was to issue a refund for the postage and that brought up a tab on PayPal that they’d refunded me.
PayPal looked into it further and made the claim go through.
The company somehow managed to send me 4 documents to fill in declaring to dhl that I hadn’t received the trainers I’ve never even heard of this before. And the documentation was uneditable on my phone !
Then I had a weird notification from dhl stating they had delivered the parcel to me and I’d signed for it.
Which was a complete fabrication.
When PayPal gave me my money back Runnersneed had the bloomin cheek to say they’d refunded me out of the goodness of their own hearts !
Terrible service.
If you haven’t got the product then don’t sell it !!

My delivery didn't arrive. Rather than the vendor sorting it out with the courier, they just sent me forms to complete and send back to the DHL. Terrible experience. I paid for some running trainers and, as yet, have no trainers or refund.

My wife went to the Leicester store for a Gait check, Excellent customer service from the store and very knowledgeable staff on the foot ware to help resolve the now known issues. Very happy overall

The staff have real expertise and are helpful every time. It’s also the same staff that have been working there for a while which has definitely increased my trust in their expertise.

Excellent service from the helpful, friendly, and professional staff in Camden (Parkway). The interaction was relaxed, I never felt rushed, and they were knowledgeable about the natural fit of various models and brands. Thank you!

This shop is great .friendly staff very knowledgeable and selling all the best brands at some good prices .well worth a visit. I made the 100mile round trip .was happy I did

The staff in the Camden store were really friendly and helped me find the right shoe for me. They let me try multiple options. Suggested other items too but at no point did it feel pushy, just helpful. I would highly recommend

Thank you for an excellent service, the advice and knowledge was truly appreciated and very helpful, a special thank you to Klaus.

The staff were excellent and very helpful.
I would recommend this shop without hesitation.

Edit: The company stated I did not reply to their request for information within three days, but this is not true - I replied in 2 days.

Ordered some trainers, which were the next generation of the ones I currently wear. The fit is way different so I needed to return. Looked online at how to do so and it said you needed to log in to your account - I don't have an account. Sent a support ticket and received an auto-response, clearly generated based on the fact that my query was about returns. Never heard anything from a real person. Auto response just gives an address to post to(which you have to pay for yourself) - no option for an online portal unless you have an account - I don't understand why when other retailers can do it based on order number. I will return the shoes using their antiquated process and have ordered a replacement in a different size from elsewhere. Won't be using runners need again.

I had a running shoe assessment in the Bournemouth store on 7/11/2025. It was great. The staff member was knowledgeable, helpful, very patient and I now have a pair of running shoes that performed well during my run today. Thanks !