Brooks Sports Inc — Local services in Seattle

**HORRIBLE CUSTOMER EXPERIENCE, CUSTOMER SERVICE/SUPPORT and FOLLOW UP Where do I start….SMH I ordered a pair of Brooks Glycerin GTS 20 (Blue/Orange) in size 13 2E directly on Brook’s website. I did not use a third party. I placed my order on 9/11/2022 and paid the overnight shipping fee. The shoes arrived on 9/13/2022 since the 11th was a Sunday. Instead of receiving a size 13 2E as I ordered they sent me a size 10. Not even close to my size. I expressed my frustration via email and told the representative that I was flying to Charlotte, NC on the 9/14/2022 and then to Miami, FL the very next day 9/15/2022. Then on Friday I was flying to Colombia South America to train for a half marathon and I needed these shoes. He apologized and said this almost never happens. He said he would refund the overnight express fee I originally paid and overnight me the correct size to arrive in Miami, Florida on 9/15/2022 which was the day I would be arriving. I gave him the address I would be at. I informed him I was flying out the very next morning so it was CRITICAL no further mistakes were made because I needed these shoes to train. He assured me I would have them. I told him to forgive me but based on what had already occurred I needed further assurances. I asked if he could contact the warehouse manager and coordinate this order with them to ensure this did not happen on the next order since there was 0 margin for another error. I was told they did not have the option of contacting the warehouses. He told me he was putting the order in now and arranging next day express shipping. I allowed him to finish arranging everything but I still did not feel assured. After the call I contacted Brooks Sport corporate office. Nobody answered the phone so I left a detailed message to include the order information and I requested intervention and a returned call. This message was left on 9/13/2022. Brooks Corporate HQ never returned my call and today is 9/15/2022 at 10pm. I arrive in Miami and track the second shipping order and I see an arrival date of 9/19/2022 so I called FedEx only to learn my shoes were NOT sent overnight as I was assured. They were sent 3 day ground! So now I have to board my flight for Colombia in the morning with no shoes. Travelers are aware when going to many countries is very rare to find a size 13 shoe and even rare to find a pair in wide with. Also, it’s hard to find a great running shoe in that size/width. Brooks has set me up for failure. I’m left scrambling to find other solutions. I have to be at the airport early so there is no time to find shoes tomorrow (9/16/2022). This is the worst service I ever had. To add insult to injury Corporate did not have the decency to return my call. They could have intervened days ago to ensure this second shipment was done correctly. They have lost a customer for LIFE. I have been wearing their shoes to get me through basic training with the US Army, then as a Police Officer and then as a Private Military Contractor overseas. I gave them a second chance to get it right and they failed me HORRIBLY AGAIN!!!! I just want a full refund back at this point to include my overnight fee I...

11 reviews

1.0 star rating 1/11/2017

Horrific customers service for the price that Brooks's charges for their products. First off, I called into their customer service and asked to speak to a manager. I was told that they do not allow customers to speak to their managers over the phone, only via e-mail. This is highly unusual for a company of their price range and advertised caliber. Second, I had explained my returns/exchange requests over the phone with two of their representatives and was provided the same answer back by both of their representatives, which in essence stated I will be allowed to do an exchange based on the information that I provided them about lack of receipt, etc. I sent them all of the information requested based on that conversation, including the shoes. Several days after that, they contacted me and now state that I need to e-mail them pictures of the shoes and receipts are required for the exchange to occur.

Alex T., their supervisor, holds firm that even though I was provided the wrong information in the beginning, they will not hold their representatives accountable for their word, instead, fault the customer for their customer representatives' mistake. In this case, if it is their representatives' mistake, they should still follow-through with the words of their representatives as a one time exception; a customer can only go off of the information that is provided for by their employees. At the price that they charge for their products, our family will now be going to a different company that is willing to hold their employees to their word instead of faulting the customers. We want a company that cares about...

I'm 71 years old and bought a pair of Men's Addiction Walkers in Nov 2018 with the goal of walking every day in 2019. Started walking Jan 1 and kept a log using Google Maps and an Android app: Runkeeper... I walked a total of 1065 miles and missed 12 days... Because of a supination stride, I wore off approx 3/8 of the sole...knowing that this can cause alignment and pain problems... I just wanted to see how the Addiction Walkers would hold up... An article I read, said that supination can be treated by buying light-weigh shoes with extra cushioning, deep heel cups and a wide toe box... Does Brooks sell a shoe like this?... Bottom line is that I'm giving Brooks 5 Stars for a great...