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 ne... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Poor customer service. No one came to us. 10-15 mins plus without even an acknowledgement. Staff only seemed capable of looking after one client at a time and the rest ignored. When sought assi... See more
Company replied
2.9
Average
795 reviews
Replied to 62% of negative reviews
Typically replies within 48 hours
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What an absolute shambles !
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 !!
17 December 2025
Unprompted review
Reply from Runners Need
Hi Tracey,
We’re really sorry to hear about your experience and appreciate you taking the time to share it. This is not the level of service we expect to provide, and we understand how frustrating this situation must have been.
We’d like the opportunity to review what happened with the delivery, the documentation requested, and the PayPal claim so we can fully understand where things went wrong. Please provide the requested order details via Trustpilot within the 3 day timeframe, and we’ll be happy to look into this further for you.
Thank you for raising this with us.
My delivery didn't arrive
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.
11 December 2025
Unprompted review
Reply from Runners Need
Hi James,
We’re sorry to hear about this, that’s not the experience we want for our customers. As the retailer, your contract is with us and we want to get this resolved properly.
We’ve requested further details via Trustpilot. Please provide the requested information within the 3 day Trustpilot timeframe so we can investigate the delivery and arrange the appropriate resolution for you.
Thanks for raising this with us.
Excellent service - Leicester
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
8 December 2025
Unprompted review
Reply from Runners Need
Thanks so much for the lovely feedback, Mr Dimberline.
We’re really pleased to hear your wife had such a positive experience at our Leicester store and that the gait check helped identify and resolve the issue. It’s great to know the team’s knowledge and customer service made a difference.
We’ll be sure to share your comments with the Leicester team. We hope to see you both again soon.
The staff have real expertise and are…
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.
30 November 2025
Unprompted review
Reply from Runners Need
Hi,
Thank you so much for your thoughtful review! We're delighted to hear that our team’s expertise and consistency have helped build your trust over time. Having a long-standing, knowledgeable staff is something we’re really proud of, and it’s wonderful to know it makes a difference to your experience.
We truly appreciate your continued support and look forward to helping you again soon!
Happy running!
The Runnersneed Team
Excellent service from the helpful
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!
27 November 2025
Unprompted review
Reply from Runners Need
Hi John,
Thank you for leaving such a great review! We're delighted to hear you received excellent service from our friendly and knowledgeable team in Camden. It’s wonderful to know the experience felt relaxed and unrushed, and that our staff could guide you through the natural fit of different models and brands.
We really appreciate your kind words and hope to see you again soon.
Happy running!
The Runnersneed Team
Very knowledgeable
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
21 November 2025
Unprompted review
Reply from Runners Need
Hi Ross,
Thank you for your fantastic review! We’re thrilled to hear that you found our staff friendly, knowledgeable, and that our range of top brands and great prices made your visit worthwhile.
It means a lot that you made a 100-mile round trip to see us - and we’re delighted to know you were happy you did.
We really appreciate your support and hope to welcome you back again soon!
Happy running!
The Runnersneed Team
Super helpful process
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
14 November 2025
Unprompted review
Reply from Runners Need
Hi Lewis,
Thank you for leaving us such lovely feedback. It's great to hear that our London - Camden store has been able to help find the right shoes for you. I shall pass this over to the store so that they can also enjoy your feedback.
Happy running!
The Runnersneed Team
Thank you for an excellent service
Thank you for an excellent service, the advice and knowledge was truly appreciated and very helpful, a special thank you to Klaus.
15 November 2025
Unprompted review
Reply from Runners Need
Hi Joseph,
Thank you so much for your wonderful review! We’re delighted to hear that you found our service, advice, and knowledge helpful. We truly appreciate your kind words, and we’ll be sure to pass your special thanks on to Klaus - he’ll be thrilled to hear it.
If you ever need anything else, we’re always here to help!
Kind regards,
The Runnersneed Team
The staff were excellent and very…
The staff were excellent and very helpful.
I would recommend this shop without hesitation.
14 November 2025
Unprompted review
Reply from Runners Need
Hi Neil,
Thank you so much for your lovely review! We're really glad to hear that our staff were excellent and helpful during your visit. Your recommendation means a lot to us.
We hope to see you again soon!
Kind regards,
The Runnersneed Team
Old fashioned returns process
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.
27 October 2025
Unprompted review
Reply from Runners Need
Hi Jill,
Thank you for taking the time to share your feedback, and I’m very sorry for the frustration you experienced when trying to return your trainers. This is absolutely not the level of support we aim to provide, and I apologise that you didn’t receive a reply from one of our team members after your initial ticket.
We understand how important it is for returns to be quick and straightforward, and I’m sorry that the current process wasn’t clear or convenient for you - especially without an account. Your comments have been shared with our team so we can look at how to improve this experience.
As a gesture of goodwill, we’ve added a £20 voucher to your account, and we hope this helps to make up for the inconvenience caused.
If there’s anything further we can do to help, please don’t hesitate to get in touch -we’re here to support you.
Kind regards,
The Runnersneed Team
I had a running shoe assessment in the…
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 !
7 November 2025
Unprompted review
Reply from Runners Need
Hi,
Thank you for sharing your experience! We’re so glad to hear you enjoyed your running shoe assessment at our Bournemouth store and that your new shoes are already performing well. It’s great to know our team could help you find the perfect fit.
Happy running, and we hope to see you again soon!
Kind regards,
The Runnersneed Team
I ordered some shoes attracted by next…
I ordered some shoes attracted by next day delivery. Evri did not deliver next day. Tracked parcel. Evri said it was delayed and they would get it out next day. They didn't. No more communication from Evri. Contacted Runners Need after 4 days. They said they would chase Evri and it might take 2 days to hear from them. 3 days later and no communication. Today I phone Runners Need - all the agents busy. They say they will call me back. They don't for an hour and a quarter. I phone again. They answer. Agent very polite. I ask for a refund.
7 November 2025
Unprompted review
Reply from Runners Need
Hi,
Thank you for your feedback. I can see that your order has been refunded this morning by one of our agents upon request via email. The refund will go back to the original payment method within the next 7 working days if not much sooner, depending on each banks' transfer and processing times.
Best regards,
The Runnersneed Team
I needed a new pair of trainers and had…
I needed a new pair of trainers and had been recommended runnersneed by a podiatrist. Staff were very helpful and knowledgeable, and explained the differences and benefits between the styles which allowed me to feel confident choosing the right style to suit my needs.
5 November 2025
Unprompted review
Reply from Runners Need
Hi Lauren,
Thank you so much for taking the time to share your experience! We’re delighted to hear that our team were able to help you find the right pair of trainers and provide the advice you needed. It’s great to know their knowledge and guidance gave you confidence in your choice.
We really appreciate your kind feedback and hope you’re enjoying your new trainers! If you need any further support or advice, please don’t hesitate to visit us again or get in touch.
Best regards,
The Runnersneed Team
Yaro did an excellent job diagnosing my…
Yaro did an excellent job diagnosing my over pronation and recommending a suitable range of running shoes. The shoes I've selected have done an excellent job of correcting my over pronation and reducing the post run ankle strain that I have been experiencing.
1 November 2025
Unprompted review
Reply from Runners Need
Hi Rob,
Thank you for sharing your experience! We’re so pleased to hear that Yaro was able to help diagnose your overpronation and recommend the right running shoes for you. It’s great to know that your new shoes are already making a positive difference and reducing your post-run ankle strain. We’ll be sure to pass your kind feedback on to Yaro - they’ll be delighted to hear it!
Happy running,
The Runnersneed Team
Gait analysis for stability trainers
Freddie at the Spitalfields store was patient and thorough during my gait analysis (Free if you purchase trainers) I was recommended by a foot doctor to find stability trainers for my feet issues and I found the experience extremely helpful. I purchased trainers after a good hour of trying a variety with Freddie's guidance. The only issue was the trainers were marked at £129 in the shop and online as £109 from same shop so if I hadn't checked I'd have paid £20 more. However there was no fuss when I showed him and got the trainers at the reduced price. Thank you for your assistance Freddie!
31 October 2025
Unprompted review
Reply from Runners Need
Hi Helene,
Thank you for taking the time to share your experience! We’re delighted to hear that Freddie at our Spitalfields store provided such patient and thorough service during your gait analysis, and that you found the right trainers with his guidance. We really appreciate your feedback regarding the pricing difference - we’re glad this was resolved smoothly for you and will make sure your comments are passed on to the relevant team.
Thank you again for your kind words and for shopping with us!
Happy Running!
The Runnersneed Team
10 days since my order, no delivery, no update
My order no. Is 6174177 and expecting my order this week and I am hoping for full or 50%. Refund for the inconvenience you caused. After next week I am looking to escalate this via trading standards.
10 days since my order and no further update.
Below is what I got when I send an email for an update. Loving the service!!!
Delivery has failed to these recipients or groups:
Enquiries - Runners Need
The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient direct
Diagnostic information for administrators:
Generating server: AM9PR03MB7647.eurprd03.prod.outlook.com
20 October 2025
Unprompted review
Reply from Runners Need
Hi there,
Thank you for speaking with us and allowing us to acknowledge your concerns. I’m pleased that you chose to have your order replaced and that we were able to arrange next-day delivery once that decision was made. I also understand you’ve accepted a £30 voucher as a gesture of goodwill, and we really appreciate your patience throughout this process.
I’ve also looked into your note about our inbox being full, and I can confirm there’s no evidence of this on our side. I’m sorry that you received an automated message suggesting otherwise.
Thanks again for allowing us to acknowledge and address the issues you experienced. We’re glad this could be brought to a positive conclusion.
Kind regards,
The RunnersNeed Team
Superb online shoe purchase and delivery.
Ordered a pair of running shoes online for delivery to Northern Ireland. Shoes were dispatched next day and Evri tracking enabled up to date delivery info. I chose a local collection point rather than home. Evri emailed when they delivered. Great experience and the shoes are fantastic as well. Would totally recommend this company for online purchases.
9 October 2025
Unprompted review
Reply from Runners Need
Hi Kevin,
Thank you so much for taking the time to leave this great review! We're really pleased to hear your order arrived smoothly and that you had a positive experience with our delivery service and local collection option.
Even better to know you're loving the running shoes! We truly appreciate your recommendation and hope to see you again soon.
Happy adventures,
The Cotswold Outdoor Team
Awesome customer service from Rosa and Freddy
Came in to find some new running shoes. Had a really great experience with excellent customer support from both Rosa and Freddy at the Spitafields store. Really knowledgable staff that helped me find the right shoes and gave me practical running advice.
30 September 2025
Unprompted review
Reply from Runners Need
Hi Roy,
Thank you so much for taking the time to leave this lovely review!
We’re thrilled to hear you had such a great experience at our Spitalfields store, and that Rosa and Freddy were able to help you find the right running shoes and share some practical advice. We'll make sure your kind words are passed on to them - they’ll be delighted to hear it!
Wishing you all the best with your running, and we hope to see you again soon.
Go elsewhere. very unprofessional,
Just came back from Spitalfields branch where I had travelled to buy trainers. Managed to get one shop worker to slightly interact (I had to ask though - no one else in shop at the time) and get a pair from the store but he had disappeared before I could try the shoes and never came back. I waited.
This was a very poor and extremely unprofessional interaction and I would suggest to anyone serious about running shoes to go elsewhere.. somewhere where they are more professional; this guy could hardly have been less interested. I have my own thoughts as to why but am probably not allowed to state them on this website.
1 October 2025
Unprompted review
Reply from Runners Need
Hi George,
Thank you for sharing your experience. We are very sorry to learn of this, and we would love the opportunity to put this right.
We reached out to gather more details so that we could look into your experience and try to put things right, but unfortunately, we didn’t receive all of the necessary information to be able to look into the matter more in-depth. We would still really like the opportunity to resolve this for you. If you could please contact us directly at enquiries@runnersneed.com (or reply with your order details), a member of our team will review your case and see how we can help.
Kind regards,
The Runnersneed Team
I went to the shop on church street in…
I went to the shop on church street in Liverpool and was not greeted or spoke to at all. There was a young man who worked there that I can only assume didn’t care about anyone in the shop and was not helpful at all.. they just didn’t care. Will not go back !!
30 September 2025
Unprompted review
Reply from Runners Need
Hi Adam,
Thank you for sharing your experience. We are very sorry to learn of this, and we would love the opportunity to put this right.
We reached out to gather more details so that we could look into your experience and try to put things right, but unfortunately, we didn’t hear back within the 3‑day Trustpilot timeframe. We would still really like the opportunity to resolve this for you. If you could please contact us directly at enquiries@runnersneed.com (or reply with your order details), a member of our team will review your case and see how we can help.
Kind regards,
The Runners Need Team
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