Simply Run - Simply shocking

On Saturday I went to Simply Run in Stratford, I was after new shoes but wanted advice and possibly even gait analysis.  Cost was not an issue I wanted the best shoes I could get that would suite me.

I rang the shop several times during the morning but could not get an answer.  So I went to the shop anyway only to find the door open but no staff around.  Eventually two members of staff did appear but looked put out at having to deal with us.  I explained I was after shoes and some advice.  The assistant asked what size I was and after being told went off for several minutes, on his return he simply told me that they didn't do my size.

I was absolutely stunned at the poor level of customer service offered and the way I was dealt with.  I will not be shopping there again.

PC- They said they didn't have shoes of any knid in my size.

Lirish - My email regarding the issue went to the company on Saturday afternoon so I am giving them the opportunity to sort it out and will post the outcome.

My reason for posting was to see if my experience was exceptional or the norm.  If people post saying what a great shop it normally is then it will be a fair representation of how they treat their customers.

Good Morning. I am the MD of the company that runs SimplyRun.co.uk. As a runner I use the forums fairly regularly and was shocked and surprised to see this thread. I wouldn't usually comment on a thread of this nature but I feel that a few items need to be addressed here.

Firstly, I apologise to LOD for the poor service received in our Stratford upon Avon Running Store. The email you sent in to us has found its way to me and this matter is being investigated by the store manager (who was also very disappointed and surprised at its content). We are currently training a number of new members of staff and it sounds as though at the time you visited the store they were temporarily left alone to deal with customers. This should not happen and as stated above this will be addressed. Regarding not having your size in any shoes - that is quite correct, we do not stock size 6 in mens shoes in any size (we start at 7/8).

Contrary to what you may now think, at SimplyRun we take great pride in offering all customers the best possible service. The full-time shop staff are runners who have a genuine interest and passion for the sport. We pride ourselves in being able to offer help and advice to runners of all abilities and have worked hard to gain a good reputation. As a small business having and maintaining  good reputation is key to remaining in business as every sale counts.

 It is  a measure of how strongly you feel about this issue  LOD that you have felt the need to create a forum account purely to air your grievances, it is a shame you couldn't have contacted us first to address this issue to give us the opportunity to respond before making your views very public. As you have made your comments public I felt that this should also be replied to publicly and I hope I have now dealt with some of the issues raised.

You will be contacted again seperately by the store manager on this issue. If you wish to speak to me personally about this it can also be arranged as I am in the office most days (or will be once I return from holiday!).

Josh - I have also looked into your order. The order notes say that we were notified of the missing shoes on the 9th of February and the refund was processed on the 16th (although it can take a few days to credit back to your card). We understand that it is frustrating when orders go wrong - we get frustrated too when items go astray in the post - it is not good for business! As a gesture of goodwill, we would be more than happy to offer you a 10% discount off your next order - If you want to accept this simply bring this tread to the attention of customer services and it will be arranged for you.

Happy Running everyone!

Dave Knight

Plain Lazy wrote (see)

Good Morning. I am the MD of the company that runs SimplyRun.co.uk. As a runner I use the forums fairly regularly and was shocked and surprised to see this thread. I wouldn't usually comment on a thread of this nature but I feel that a few items need to be addressed here.

Firstly, I apologise to LOD for the poor service received in our Stratford upon Avon Running Store. The email you sent in to us has found its way to me and this matter is being investigated by the store manager (who was also very disappointed and surprised at its content). We are currently training a number of new members of staff and it sounds as though at the time you visited the store they were temporarily left alone to deal with customers. This should not happen and as stated above this will be addressed. Regarding not having your size in any shoes - that is quite correct, we do not stock size 6 in mens shoes in any size (we start at 7/8).

Contrary to what you may now think, at SimplyRun we take great pride in offering all customers the best possible service. The full-time shop staff are runners who have a genuine interest and passion for the sport. We pride ourselves in being able to offer help and advice to runners of all abilities and have worked hard to gain a good reputation. As a small business having and maintaining  good reputation is key to remaining in business as every sale counts.

 It is  a measure of how strongly you feel about this issue  LOD that you have felt the need to create a forum account purely to air your grievances, it is a shame you couldn't have contacted us first to address this issue to give us the opportunity to respond before making your views very public. As you have made your comments public I felt that this should also be replied to publicly and I hope I have now dealt with some of the issues raised.

You will be contacted again seperately by the store manager on this issue. If you wish to speak to me personally about this it can also be arranged as I am in the office most days (or will be once I return from holiday!).

Josh - I have also looked into your order. The order notes say that we were notified of the missing shoes on the 9th of February and the refund was processed on the 16th (although it can take a few days to credit back to your card). We understand that it is frustrating when orders go wrong - we get frustrated too when items go astray in the post - it is not good for business! As a gesture of goodwill, we would be more than happy to offer you a 10% discount off your next order - If you want to accept this simply bring this tread to the attention of customer services and it will be arranged for you.

Happy Running everyone!

Dave Knight

Good response.

 Things do go wrong. The acid test is how the `offending` party deals with the issue.

 For what it`s worth I` ve dealt with S.R. on  a number of occasions - always had pretty good service. The one occasion when something went wrong it was my fault but they sorted it out anyway.

I said that I would post the outcome of my complaint and I imagine it will bring this to a close.

The company have been in touch explaining that it was down to new staff/busy moving stock.  They say they cant offer gait analysis as they don't have my size shoes (although I took my old ones with me).

They have offered me a discount on any future order and have been very apologetic via email.

I visited Sweatshop in Manchester over the weekend and was dealt with fantastically.  Polite, well informed staff and a range of shoes in my size, I will defiinitely go back in the future.

In posting/emailing my purpose was to let the company know what had gone on. I hope that this helps them improve their customer service, but I won't ever find out.

I'd always be very wary of believing anyone on a forum with no history who only comes on to complain.

cougie wrote (see)

I'd always be very wary of believing anyone on a forum with no history who only comes on to complain.

Ok for the conspiracy theorists out there.

I have no connection with any of the businesses mentioned in this thread.  I have simply reported two very contrasting shopping experiences within a week of each other.

What makes people wonder is that you've never posted on this forum before (not under that username, at any rate).

You neglected to mention that you take a shoe in a size which is not worn by many people - so it's not quite so suprising that you were told they didn't have any in your size.

Having had a quick look at men's shoes on Startfitness, none of the ones I looked at came in sizes below 7. 

For gait analysis the shop staff  put you in the shoes they think will be good for you, then film your feet as you run on a treadmill.  Then they look at the film in slo-mo to see how your feet and legs move. 

They could hardly do that if they had no shoes in your size.

You did not receive good customer service, that's clear, but you also didn't tell the whole story on this forum.

Nice responce from Simply Run.. I have more regards for a company addressing issues than one which does not. Things go wrong its a fact of life, it's how a company responds which sets them apart imho

If you were out on a run and someone stopped you to tell you that a certain shop was rubbish, would you take that at face value?