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Athletes Foot does not honor their return policy
Return policy is a sham and I am lodging a complaint with Fair Trading.
Bought a pair of Hoka trail shoes. Too small so returned unworn and in the original undamaged box. They refused the return saying the shoes were not in a saleable condition. They were new, unworn and in the original packaging so this is a mystery. Seems like this is a common event with The Athletes Foot.
I would not recommend shopping at Athletes Foot as they are dishonest and do not honor the returns policy.
Beware of online returns
Ordered a pair of runners that were too small. Ordered and paid for the correct size and then sent the too small ones back to them. Shoes were unworn, in original condition with the labels still on. Athlete's Foot refused the return saying as the box had been taped up, they considered the box to be damaged and this did not comply with their returns policy. They said they only accept returns if the packaging is in original condition. So I spent $190 on a pair of shoes that do not fit and cannot wear. When I asked the Customer Experience team mem...ber what should I do with a pair of shoes that don't fit - throw them away? They said that is your choice and offered me a $30 voucher. I even offered to buy a third pair of shoes and send the small ones back in that box, but that was not acceptable as the size label on the box would not match the shoes. Lost a previously loyal customer.
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!!!
Still no refund after over 2 weeks
Returned my shoes as they were too small over 2 weeks ago and still have not received my refund and cannot get a hold of anyone. Also, I tried to write a negative product review as they were poor quality and apparently it did not meet the review criteria so couldn’t be published.
Wrong shoes three times
Ordered 31/5/21 Delivered 1/6/21 Faulty. Reordered 2/5/21 Wrong fitting. Reordered 4/5/21 after returning shoes instore, was advised for smaller size 5.5 which is not available......ordered size 6, too small. Shoes yet to arrive, orthordics appt on Monday 14/5 and no shoes for fitting. Very,very poor... Not happy!!!!
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
Very poor customer service not satisfied with outcome
Purchase of Asics shoes
From Althetes foot
7 months old
Was told the hole in the sole was due to wear and tear they refuse to either a refund or a replacement pair
Not satisfied with this outcome from customer service and feedback
Very poor service
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.
one debacle after another
The young man who served me originally was lovely however, I had trouble with my shoes. I believed the 30 day money back guarantee was real. NO My 2nd toe is longer than my big toe, that they measure from. I found my biggest foot 2nd toe was hitting an end and damaging the nail. Ssssooo here begins the debacle. I rang within the 30 days, silly me, it was the end of the holidays and 'they were busy', well that was the excuse the customer complaint person gave me when I complained they hung up on me 4 times in a row after leaving the phone ring f...or awhile they picked it up and hung it up. The customer complains person seemed to think this explained their actions????? So, I sent another complaint and requested that they note I had tried to contact within the 30 day limit as I had problems with the shoes. It's too draining to detail all of my terrible adventures suffice to say it was terrible..............so to today when I went to another store to try and sort out my problem.........once again the experience was not good and to go into too much detail is too draining. Suffice to say my problem was not fixed. I was told I had worn my shoes so no return (how does one find any issues within the 30 days without wearing them???) and when I asked to speak with the managers' manager I was told many times there was no one he was the top. After explaining that everyone has a more senior person he finally said well yes but it's no use ringing him because he will agree with me...........there you go. One last try I have placed another complaint. Not dealing with this company again. I question the validity of their 'foot analysis' or rather my interpretation is it is a gimmick.
I had a problem with the comfort and fit of my shoes and because of covid it was well outside the normal exchange of 30 days. I rang and spoke with Kat who offered to see if she could organise for the Epping store to exchange. No issue at all. Thanks Athlete Foot. I feel well looked after and a valued customer. Great customercare and service.
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.
Do not shop here! They will not help you. Take your money and do not care!!
Terrible service! No compassion or sense of good will shown to customers during unprecedented times. Completely nothing wrong with the product but because the packaging has been damaged in transit but is still working order mind you they will not EXCHANGE a size (yes i had exchange, so no money lost on there behalf). But what they have lost now is a loyal customer and a reputation. Disgusting behaviour. Will never be shopping here again and will be making sure everyone I know doesn't either. Can see why you have such a low rating on here. It seems this company has gotten so big they no longer or I don't know if they did ever value their customers. I have my own business and would never treat a customer the way you have.
Questions & Answers
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.
I brought a pair of shoes at the store, that were on sale. Once i tried them both on at home i realized one fit better than the other. Bc they were on sale i could obly exchange and ended up getting a pair and paying the difference but these dont fit well either.. Is it possible to take the new ones back for a full refund?
The reason for your problem is because one foot maybe bigger than the other, your bigger foot should have a finger nail room between your longest toe & the shoe . otherwise you will have sore feet by the end of an activity.
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