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Terrible customer service
Trying to get a faulty assessment done, which I was told would be 2 days, 3 weeks later I'm still waiting. Now no one is replying to emails, they are not answering phone calls and no one is replying to Facebook messenger. This is unacceptable especially during lockdown in Victoria... not happy I'll be taking this further!
Shocking service, unacceptable….still no refund after almost 3 weeks return!
After 3 weeks and endless chasing up after not yet receiving shoes, endless phone calls where I was continuously disconnected, ie, hung up on, due to high call volume, apparently, and several emails which were only responded to eventually, ie a week later, I finally got through to a customer service agent! Turns out they hadn’t even shipped the shoes and the reason being that someone had marked them as being click and collect…during COVID at an ACT store, and I live in Sydney! Serious error on their part. Nothing but hassles and stress. Took we...eks of me chasing, hours wasted on trying to get what I paid for to me!! Turns out I had to return them, after all that, as they are too small…it’s been a couple of weeks now and I still haven’t received my refund and the shipping tracker shows they are midway back to store and it has not moved from that position since 4 September, and no new updates in over a week…I will NEVER shop at athletes foot again. Trying to get things delivered is hair pulling out stressful! In a customer centric market place, they are not up to par, at all. I have been ordering everything online lately due to COVID and with every other organisation, it has arrived within a week max. This is just inexcusable. They need to strengthen their e-commerce by adding way more online customer service agents and getting organised internally and smoothing things so they are error free. It’s a joke. They won’t last if they keep going they way they are! Their online delivery and customer service is shockingly bad! Next time it’ll be Brooks direct or anywhere else!!! Won’t ever shop here again after this!!!
Very unhappy with service
I went to Erina Fair store yesterday to purchase a pair of Leather shoes suitable for my nursing work. I clearly stated that I had come to them because my last pair were not worn out but the previous shop which was not their store had ordered shoes in for me and they turned out to be vegan leather which is not comfortable. I explained and it was obvious that I wear lower limb compression garments that my feet swell and the shoe must be leather. As you can see from the photos the shoes I was sold were NOT LEATHER when I was shown these shoes I c...ommented are you sure they are leather shoes as they look like some type of vinyl sprayed over the top. The blonde haired your lady said yes it is a very fine leather which they stretch over the top. I said oh they are comfortable but very cheap for leather, I’ll take them. On arriving home see the photos yes I immediately returned them. I won’t have expected to get SCAMMED by a local shop. Irma
Poor customer service
Very poor customer service by a sales person at Bankstown Athletes Foot. Would never want to be served by this inexperienced person again. He originally served me back in late January and suggested shoes for my son that were not suitable for his orthotics or foot requirements.
In actual fact I was not being served by him this time. I was returning my sons unsuitable shoes under the returns guarantee and purchasing another suitable pair. I was being served by the Manager who suggested a more suitable shoe. When I looked up the price of the sh...oe online, the price difference was $30 more at Athletes Foot. I asked the Manager whether they price match competitor prices. The Manager said that they don’t. I explained that it’s a big difference in price from $180 to $150. He offered me a $10 discount because a podiatrist referred me. To which I was thankful. When I went to pay for the shoes I mentioned to him that I had a credit of $30 on my account that I would like to apply to this purchase. He then went to advise me that he would now not be offering me the $10 discount on the shoes because I had a credit. I proceeded to question him about his logic, given that the $10 discount in price offered was separate to anything to do with how I would pay for my purchase.
Unhappy, dissatisfied long time customer
I have been a loyal customer for 10 years
I loved my Saucony shoes and this was my 8th pair.
A couple of weeks ago I purchased a faulty pair online and has been assessed by two stores one being my local Traralgon store and they will not give a refund saying they are not faulty. My left toe falls into a hollow when I walk but the right does not ? so how are they not faulty, I will never give my money to this company again. I am stuck with a $180 pair of useless shoes, so if you decide to spend your money in this store do make sure you try on your shoes and walk around in them instore don't trust them thinking its the same shoe you are re purchasing.
Very dissatisfied customer
Exchange Policy needs to review
Very poor service, need to make a better judgment on Customer service. I require 2 pairs of shoes one pair of a jogger and one for work, which was recommended by my Podiatry because of my sore heel. The model of one was to change from a 880 to a 857 cross trainer everything is brand new as I have to leave it for my Podiatry to fit the inner sole because it been with my Podiatry, it passes it 30 days return policy. And the second pair the Poditray request a higher heel so I went back to change but it time They recond that I had a second fitting and they will not change for the right one to suit me. Just lost another customer plus others
No responsibility for poor quality, faulty product
I can understand now why this retailer scores so poorly. Bought a pair of Asics for husband's birthday. Same model, same size he has been wearing for years and years. He started wearing them in September, pretty much just indoors during Stage 4 lockdown which limited us to a maximum 1hr outdoors, and working from home in a desk job, all along. In other words scant little use, and mainly light, indoor use at that. By October a small split appeared in the lining in the rim around the ankle. I contacted them, supplying the requisite pictures. They...replied telling me that this was not considered a fault but a result of "normal wear and tear" for shoes so "well worn." well worn!!! Indoors from September to October! During lockdown!!! These are not cheap runners, people! They're not meant to be disposable! Athlete's Foot's advice to me? "Contact Consumer Affairs." Great customer service right there. Sell rubbish and wash your hands of it. Never again to this retailer.
I bought a pair of Ascent boots for work in January. A couple months ago the leather started splitting away from the sole. When I contacted the athletes foot I was informed I would have to take them back to the store of purchase and get them assessed for any warranty claim. As I live 7 hours away from where I purchased them it was physically impossible to take them back there. I have since been told they are now just out of warranty and there is nothing more they can do for me.
Thank you to Lucy at Burnside store SA. Great knowledgeable service with a smile. I had to return a faulty shoe through no fault of hers or mine the transaction was simple and smooth I'm a very happy customer and it will return.
Impossible to get a refund for a faulty product
I purchased a pair of shoes from athletes foot online and within 1 month of light walking the soles started to peel away from the shoe. i have requested a refund over 2 months ago and have constantly been told the case is being reviewed and i have not heard anything regarding a solution. i just keep getting told it will be resolved soon. Good customer service when purchasing, terrible customer service when there is a problem
Camberwell Store Melbourne
Having been a long time customer of The Athlete's Foot with no issues and having received generally good service at most of the stores I have shopped at, it was reassuring to know that the first time I had an issue and put their fit guarantee to the test, they exceeded my expectations. I bought a pair of netball shoes for my daughter in January and after a month of her complaining of soreness, took them back for a refit at the end of the month. Was told at the time that everything appeared ok and it could have been the way my daughter was not ...unlacing her shoes after each use that may be contributing to the issue (fair call) or a case of them needed to be worn in a bit more. After a few more weeks things still did not improve. I called the Camberwell store to explain the situation. Technically I was out of the one month period and they could have rightly fobbed me off, but Lachlan listened to what I had to say and suggested we come in and show him what the problem was. Griffen who looked after us when we came in to the store was also great. Neither of them made us feel like we were at fault and genuinely tried to help us out. The refit again showed that the shoe was the right length and width, so again they were probably in their right to leave it that. Instead they let her try on a few other pairs to see how they felt in comparison and in the end exchanged the 'faulty' pair for one that my daughter felt more comfortable in. It is service like this that will no doubt make me a repeat customer of the Camberwell store. It's a bit further out for me than Chadstone but it's worth it. Thanks again guys.
Hoka runners not fit for purpose
Encouraged to try the Hoka runners by sales staff. Runners didnt last 6-7 months with just walking before the fabric inside the runner on the heal wore thru and the hard plastic rubbed on the heal causing blisters. Tried to return to store and told too bad so sad. Not good enough Foot Locker. A $260 set of runners that didnt even get run in couldn't even cope with slow walking. Wont buy again - a complete waste of money as the runners cant even cope with walking. Product not fit for purpose.
Return policy is a sham - I encourage those in similar situations to report to ACCC.
Went into my local AF store to buy a new set of footy boots - as i was returning back to sport after an ACL reconstruction. The store had no boots in my size whatsoever so encouraged me to purchase online as they claimed they had a good returns policy if they didn't fit properly. Went online purchased some boots, tried them on - one pair was far too narrow and without any heal support (even though the specs were the same as the pair i ended up sticking with). Sent them back as per the returns policy- as they didnt comfortably fit and werent fit...for purpose - i need good heal support to help stabilise my knee. AF deny the return due to the box having some tape on it - when i taped it shut. After complaints and calls, and advice from Consumer Affairs - I have just made a complaint with the ACCC, and encourage others with similar stories to do the same. Businesses shouldnt be able to deny a return on goods because of a box defect - esp if they aren't fit for purpose. Hopefully with enough complaints something can be done about their dodgy returns policy that isn't inline with consumer law.
The very best customer service
Today I experienced the very best customer service at The Athlete’s Foot shop at St Ives, Sydney. I had purchased a pair of running shoes from them a few weeks back but on wearing them a couple of times found them to be a size too big. I returned to the shop and without any fuss, the shoes were replaced with a pair a size smaller. The new shoes feel so good and I am so happy and appreciate and thank them so much.
The staff Ash and Brady from Athlete's Foot in Lavington Nsw exceeded my customer service requirements.
I had no problems returning a pair of shoes within the 30 day return policy. From the phone call to the shop the staff were only tooo kind and courteous in finding me another pair of shoes for work . Thank you Athlete's Foot
Questions & Answers
What warranty is there on shoes purchased from athletes foot. Mesh fabric above big toe has failed twice...wearing socks and no gnarly toe nail.....fabric is not fit for purpose. First shoe in less than 1 year second shoe less than 6 months. Both purchased in store at lismore nsw.
Hi my name Kathy I buy Ascent Avara Womens blank shoes all the time can you tell me why I never get a discount or the shoes are never on sale
If the shoes I buy in store for my husband don't fit, can they be refunded at any of your stores. Our local store doesn't stock what I want to buy.
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