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 diff... ãã£ãšèŠã
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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 requ... ãã£ãšèŠã
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 s... ãã£ãšèŠã
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 t... ãã£ãšèŠã
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Avoid! Received used trainers!!
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!
Iâve 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.
2026幎1æ6æ¥
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Runners Need ããã®åç
Hi Ben,
Thank you for your feedback, and we are very sorry for the experience youâve had with your recent order.
Following the request you made via email and in line with the offer we provided, we have processed a partial refund for your order. We sincerely apologise for the inconvenience and disappointment caused - this is certainly not the standard of service or quality we expect our customers to receive.
We truly appreciate you bringing this to our attention and for your patience while we resolved the matter. If thereâs anything further we can do to assist, please donât hesitate to reach out.
Kind regards,
The Runnersneed Team
We had a staff member called Ting atâŠ
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 weâve ended up with some really lovely trainers for my wife
2025幎12æ21æ¥
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Runners Need ããã®åç
Hi Lewis,
Thank you for taking the time to share this. Weâre really pleased to hear about your experience at our Kingston branch.
Itâs great to know Ting was able to fit you in despite being fully booked and helped you find the right trainers. Weâll be sure to pass your kind feedback on to her and the store team.
We hope your wife enjoys her new trainers, and we look forward to welcoming you back again soon.
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 theyâd 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 hadnât received the trainers Iâve 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 Iâd signed for it.
Which was a complete fabrication.
When PayPal gave me my money back Runnersneed had the bloomin cheek to say theyâd refunded me out of the goodness of their own hearts !
Terrible service.
If you havenât got the product then donât sell it !!
2025幎12æ17æ¥
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Runners Need ããã®åç
Hi Tracey,
Weâre 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.
Weâd 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 weâll 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.
2025幎12æ11æ¥
èªçºçãªã¬ãã¥ãŒ
Runners Need ããã®åç
Hi James,
Weâre sorry to hear about this, thatâs not the experience we want for our customers. As the retailer, your contract is with us and we want to get this resolved properly.
Weâve 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
2025幎12æ8æ¥
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Runners Need ããã®åç
Thanks so much for the lovely feedback, Mr Dimberline.
Weâre 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. Itâs great to know the teamâs knowledge and customer service made a difference.
Weâll be sure to share your comments with the Leicester team. We hope to see you both again soon.
The staff have real expertise and areâŠ
The staff have real expertise and are helpful every time. Itâs also the same staff that have been working there for a while which has definitely increased my trust in their expertise.
2025幎11æ30æ¥
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Runners Need ããã®åç
Hi,
Thank you so much for your thoughtful review! We're delighted to hear that our teamâs expertise and consistency have helped build your trust over time. Having a long-standing, knowledgeable staff is something weâre really proud of, and itâs 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!
2025幎11æ27æ¥
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Runners Need ããã®åç
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. Itâs 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
2025幎11æ21æ¥
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Runners Need ããã®åç
Hi Ross,
Thank you for your fantastic review! Weâre 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 weâre 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
2025幎11æ14æ¥
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Runners Need ããã®åç
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.
2025幎11æ15æ¥
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Runners Need ããã®åç
Hi Joseph,
Thank you so much for your wonderful review! Weâre delighted to hear that you found our service, advice, and knowledge helpful. We truly appreciate your kind words, and weâll be sure to pass your special thanks on to Klaus - heâll be thrilled to hear it.
If you ever need anything else, weâre always here to help!
Kind regards,
The Runnersneed Team
The staff were excellent and veryâŠ
The staff were excellent and very helpful.
I would recommend this shop without hesitation.
2025幎11æ14æ¥
èªçºçãªã¬ãã¥ãŒ
Runners Need ããã®åç
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.
2025幎10æ27æ¥
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Runners Need ããã®åç
Hi Jill,
Thank you for taking the time to share your feedback, and Iâm 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 didnât 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 Iâm sorry that the current process wasnât 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, weâve added a £20 voucher to your account, and we hope this helps to make up for the inconvenience caused.
If thereâs anything further we can do to help, please donât hesitate to get in touch -weâre here to support you.
Kind regards,
The Runnersneed Team
I had a running shoe assessment in theâŠ
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 !
2025幎11æ7æ¥
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Runners Need ããã®åç
Hi,
Thank you for sharing your experience! Weâre so glad to hear you enjoyed your running shoe assessment at our Bournemouth store and that your new shoes are already performing well. Itâs 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 nextâŠ
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.
2025幎11æ7æ¥
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Runners Need ããã®åç
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 hadâŠ
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.
2025幎11æ5æ¥
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Runners Need ããã®åç
Hi Lauren,
Thank you so much for taking the time to share your experience! Weâre delighted to hear that our team were able to help you find the right pair of trainers and provide the advice you needed. Itâs great to know their knowledge and guidance gave you confidence in your choice.
We really appreciate your kind feedback and hope youâre enjoying your new trainers! If you need any further support or advice, please donât hesitate to visit us again or get in touch.
Best regards,
The Runnersneed Team
Yaro did an excellent job diagnosing myâŠ
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.
2025幎11æ1æ¥
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Runners Need ããã®åç
Hi Rob,
Thank you for sharing your experience! Weâre so pleased to hear that Yaro was able to help diagnose your overpronation and recommend the right running shoes for you. Itâs great to know that your new shoes are already making a positive difference and reducing your post-run ankle strain. Weâll be sure to pass your kind feedback on to Yaro - theyâll 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!
2025幎10æ31æ¥
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Runners Need ããã®åç
Hi Helene,
Thank you for taking the time to share your experience! Weâre 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 - weâre 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
2025幎10æ20æ¥
èªçºçãªã¬ãã¥ãŒ
Runners Need ããã®åç
Hi there,
Thank you for speaking with us and allowing us to acknowledge your concerns. Iâm 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 youâve accepted a £30 voucher as a gesture of goodwill, and we really appreciate your patience throughout this process.
Iâve also looked into your note about our inbox being full, and I can confirm thereâs no evidence of this on our side. Iâm sorry that you received an automated message suggesting otherwise.
Thanks again for allowing us to acknowledge and address the issues you experienced. Weâre 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.
2025幎10æ9æ¥
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Runners Need ããã®åç
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.
2025幎9æ30æ¥
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Runners Need ããã®åç
Hi Roy,
Thank you so much for taking the time to leave this lovely review!
Weâre 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 - theyâll be delighted to hear it!
Wishing you all the best with your running, and we hope to see you again soon.
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