Better still, play them at their own game - Order some old discounted type of shoe, safe in the knowledge that they won't actually have it in stock, and then revel in them sending you the newest version for the price of the old one
I got sent a couple of pairs of the wide version of the regular width shoe I ordered. Duly sent them back, and had to chase like a b****** to get them to do the refund.
Email after email was unanswered, and when I finally phoned, the person I was speaking to said, "Oh, yeah, we don't read our email because there's lots of spam in there. We do have a note on our website that you should phone us."
As an aside, and admittedly this was peculiar to my circumstances, they processed the refund wrong, which caused me to get stuck with foreign exchange charges on my (north american) credit card.
(This was November, 2010. I don't know if they read emails now. I'll never have to find out.)
Just an update. I received an email yesterday apologising for the mistake and they have refunded the shipping cost to me. I don't know whether this was due to my last email stating that I would dispute it with my credit card company if I don't hear from them or they genuinely just manage to get back to my email.
From the responses from this forum, it looks like you need to call them to get things sorted out quickly. I find that they should review their payment process and not charge the credit card immediately until they have the items ready to ship. I have used other online shops where this is the case. This would save a lot of issues.
Bought some trainers from them in Newcastle and found the fit to be a little too loose having walked around the house in them for a while! Upon getting home (110 miles aways) I checked the sizes on my existing Asic's and discovered I had 44 and brought home a 44.5
So I have returned the shoes and they were delivered on Sat 13th October back to them -
I put a note in the returns to ask them to contact me when received. No reply so far. I emailed them on Monday of this week. No reply so far.I rang and left a message in the middle of this week. No reply so far.I emailed again this morning. No reply so far.I rang and left another message this morning. No reply so far.
Nobody answers the phone there - And it is looking suspiciously like nobody answers emails there.
Is it a Bank Holiday in Cramlington today?
Watch this space.
Spoke to helpful shop staff member where I bought the Asics and he said call 01670 700030 which I duly have done (again):
10 a.m. : I emailed again this morning (3rd email to them). No reply so far.10 a.m. : I rang and left another message this morning (3rd msg left). No reply so far.
10:21 a.m Just emailed them again to another customer service email addres:
Can somebody please email/call me regarding the several emails and messages I have sent this week.
I returned some shoes for a replacement size and this week nobody has answered my 3 phone messages so far and 3 emails – The shoes were delivered and signed for last Saturday at Cramlington.
Your website states ‘E mail queries will normally be responded to within 48 hours. If your query is urgent or your e-mail is not responded to after 48 hours, please telephone us on 0844 848 8803’
‘We trade as a mail order company as well as over the web. Therefore the quickest and easiest way to contact us is by phone on 0844 848 8803 during normal working hours Mon - Sat, to get an immediate response to your query.’
My query is urgent and I have not had the immediate response (or any) you quote on your site.
Just want my replacement shoes to go running in that’s all "
10:34 a.m - Just managed to get to speak to a human called Caroline (after ten phone calls so far today).
She is sorting it all out now after a little confusion - She asked me for an order number reference which I could not give her as I bought the shoes in one of their shops!
Anyway I am quietly confident my perseverance will pay off and expect my replacement pair imminently (have I spoken too soon?...)
Sorry to hear you had problems.
Have spent more money with these over the years than I care to add up, they've been great. Also the first running / triathlon shop I recommend to people.
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