Road Runner Sports — Local services in Arlington

While Steve & Jacob were good help, this store is a total mess.

Good: Sales staff Bad: Poor management, lacking options, non-functioning payment services, and bugs everywhere.

While I appreciated Steve's 1-on-1 help and was grateful for his care & attention, the 3-4 customers who came and went due to how long it was taking to get help clearly did not. We had this same problem on our last visit and ultimately cancelled our membership because of it. Making your customers wait 30-60 minutes to get any assistance whatsoever is a clear example of mismanagement which this store has been showcasing for a year or more. Even those who arrived only 5 minutes (!) after the store opened were left waiting and ultimately decided to leave.

My wife left without finding a pair she liked today as I did on my visit last time.

The store's checkout systems were down and it took 30 minutes to simply buy a pair of shoes and insoles once I'd found what I needed. They were required to write down credit card information on multiple forms to charge later. Of note, one customer waited 30 minutes to swap out a pair of shoes and decided it'd take too long so they instead asked for a refund. Since the systems have been down for days (!!), they couldn't even accommodate this request and they left having only wasted their time.

Finally, there were cockroaches, flies, and other bugs all around the store that clearly isn't in any state for operations.

As a direct note for management, you clearly aren't taking your customers needs or expectations into account with how this store is operating. You should have enough staff and functioning resources on hand at all times to ensure customers are being served in a timely manner. Further, poor transaction processes without any form of inconvenience discount and a lack of store cleanliness are unforgivable.

Update: Kimberly reached out a few weeks after my review and graciously offered to make things right in hopes that I'd give this location another chance. While the floor service has always been fantastic, perhaps this store simply had a tough week.

Jacob was incredibly helpful once again in providing dedicated service to ensure that my new insoles were perfect. They are not only trimmed for the best fit but the best variation for me from the various insoles on offer. Jacob deserves a raise, promotion, and pat on the back for always going above and beyond for everyone that he's able to assist. 10/10 floor service as always.

While there's still room for company level improvements in ensuring all customers can expect consistent, timely service and a smooth transaction, I can certify that my confidence in this location and company has...

I recently visited the Road Runner Store with high hopes, thanks to its decently sized space and a seemingly great selection of products for running enthusiasts. However, my overall experience was marred by the subpar customer service that left me feeling frustrated and undervalued.

Let's start with the positives. The store itself is spacious, allowing for easy navigation between different sections. The selection of running shoes and apparel is indeed impressive, offering a variety of brands and styles to choose from. I appreciated the effort put into curating a range of products that cater to different preferences and needs. That’s it, that’s all the positives for this location.

The young man assisting me seemed eager to help when I inquired about the shoe. He mentioned that the Fairfax location had the desired shoe in stock and suggested that I make the trip there. He even let me know that it was about a 15- 20 min drive from the Joyce Street location. Trusting his word, I navigated through rush hour traffic to reach the Fairfax store, only to discover that they too did NOT have the MEN'S NIKE ZOOMX VAPORFLY NEXT% 3 available or even in the store.

To my surprise, I was also informed that they (Joyce Street) do not have the capability to access the inventory of the Fairfax location. This lack of communication and coordination between stores is not only baffling but also a significant inconvenience for customers like me who are genuinely interested in making a purchase.

The entire ordeal left me feeling misled, frustrated, and as though my time had been wasted. While I understand that inventory discrepancies can occur, the lack of accurate information and the inability to check stock between locations is a glaring flaw in their operations. A store that prides itself on serving running enthusiasts should prioritize customer needs and provide...

Salesperson tried to push the inserts and whole bunch of accessories. Once they realized they couldn't sell me a whole bunch of unnecessary items I was completely ignored. The store posts no prices on their shoes, just go someplace else.

They had about 5 sales staff working, all helping patrons one on one. The manager on duty decided to come out from behind the register to help me and tried to give me a fitting. In the first two minutes of the fitting she took multiple phone calls and then eventually just left me sitting there waiting on her for another 8 minutes. She had me stand on a machine for maybe 20 seconds, and then left again to deal with store IT for another several minutes. Then came back to complete the "analysis" and told me I needed shoe sizes a 1.5 - 2 sizes larger than i have ever worn. the machine greatly exaggerated the impact of my step. I also don't know how they would know anything about my step, they skipped the portion of the fitting where i would actually run. Because seeing me run was "unnecessary". She then told me i need to buy $100 inserts or I would be at the pediatrist within the year. But also not to worry because the inserts could be adjusted for a cheaper price if I also purchased the VIP membership, so it was foolproof if you just buy more. It was a ridiculous sales pitch and it was clear the machine had read my feet wrong.

I then made it clear i was only there to buy shoes and wasn't interested in a custom insert or a membership for running, so she grabbed three pairs of shoes the machine matched me with. I tried them on and didn't really enjoy the suggestions. I would have tried on other pairs, but she left to go work behind the register and after waiting for 10-15 minutes to see if i could try another pair she never returned. Left without buying anything and doubt I will...