I went into the Hedge end store on…
I went into the Hedge end store on 11/03/2026 and spoke to the 'store manager' I have never experienced an interaction like this ever. First of all, i went in to return a pair of running trainers that were advised by a member of staff that I should buy to help my ankle. They got me to do the Gait analysis to further confirm the reason for 'stability trainers which are more expensive. THIS WAS ADVISED BY THE STAFF, I DID NOT GO IN SAYING I WANTED THESE. i run in not stability and they are fine.
They did not help and made pains worse, under my Consumer rights I am entitled to a partial, full refund or exchange as the trainers are not fit for purpose.
I explained this to the manager, i believe his name is Kyran, Kieran. he repeatedly told me he doesn't care. no sympathy was shown, no professionalism nor understanding.
He stood there pretending to look busy and being very rude, he did not engage in the conversation and was very smug the whole time. I asked him to explain my consumer rights to me as he stated he knew what they were and he refused. He refused to tell me his name (I already know it) and refused telling me the area managers name.
Overall, this store manager is the rudest member of staff I have ever spoke to and needs a serious talking to as this is not how you speak to your customers.
Antwort von Runners Need
Hi James,
Thank you for your review. We’re sorry to hear that you were dissatisfied with your visit to our Southampton store.
After reviewing the situation with the store team, we understand that the trainers were recommended following a gait analysis. As part of the fitting process, our staff also advised that the trainers should be tried indoors first to ensure they felt comfortable and suitable before being used for running.
When the trainers were brought back to store, they had already been worn outside. In line with our returns policy, items that have been used cannot be refunded unless they are confirmed to be faulty. Our store manager explained this policy during your visit.
We always expect our team to communicate professionally and respectfully, and our understanding is that our store manager handled the situation appropriately while explaining the policy. We’re sorry that the outcome was not what you were hoping for, but the guidance given was consistent with our returns policy.
Kind regards,
The Runners Need Team