Reviewer Photos & Videos
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.
Worst customer experience, never received my order.
Ordered a pair of Brooks GTS21 on the 30th September, still waiting for them to be delivered a distance of 40km, 25 days later, tracking said parcel went to first depo and then simply vanished, Athletes foot they would investigate, but didnt, then when contacted again said they would investigate again and so far have not, at every step they have failed to communicate anything with me, they seem to be unable to contact Startrack themselves as I was able to do it twice.
They do not answer the phone, they do not return emails, their managers do ...not take phone calls or emails and just hide. They said they want to confirm its lost incase they give me a refund and then the shoes get delivered. so its about them, not the customer. Nearly a month later I have no shoes, no refund, and no communication. I have opened a case with NSW Dept Fair Trading and will never shop here again
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!
Order not delivered and no communication
Those bad review are exactly same situations as mine.
Placed order for a month chasing with delivery company for weeks and they pushed me back to sender, long wait on call and cut off without answer.
Sending email twice replied within seconds with auto reply obviously no one cares about looking into my issue.
Please stay away from them I am not happy with their worst customer service.
The reviewer stated that an incentive was offered for this review
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!!!
Customer Service non existent
I purchased two pairs of oncloud running shoes. Easy enough, good price, good stock etc, perfectly fine re delivery, except when my addressed package arrived what was inside were two pairs of children's shoes and a docket in another persons name. Tried calling a few times that day 1/9 and got cut off after 15 mins waiting time each time. Sent an email and got a bounceback offering 'helpful' suggestions. Tried to call the next day, same issue, though I did reach a human who said they were the wrong department and couldn't redirect my call. The h...old music is designed to make you hang up immediately, it wouldn't be out of place in a captive hostage situation. So I texted the owner of the children's shoes, because all of her info was on the docket - address, phone, email etc. She had also been trying to get in touch. Nothing. On the 3/9 we decided between us we would mail each others shoes to each other and then try and get TAF to reimburse our postage. Both of us received our shoes the next day, QLD to NSW. It is now the 10/9 and after tweeting, emailing, phoning, instagram and facebook messaging, both publicly and in DM all I have had is a generic reply on insta that due to Covid, deliveries and refunds are delayed. Neither of which are in my actual complaint. The live chat function on the website is useless, it just spits out 'suggestions' and then asks if they were helpful. A few days after my delivery we got a 'feedback' email from TAF. They got some feedback alright, but no reply. I tried emailing one more time yesterday, but got an undelivered message as their mail box is full... full of complaints I would imagine. What on earth is going on? I can only imagine the irritation if the shoes I did buy hadn't fit, or I did need a refund. At the moment I am out of pocket some $25 odd for postage, but a small price to pay for some poor mother to get her kids school shoes. I get it, its a pandemic, but everything is online, to not even reply, or respond to any of those queries across all platforms beggars belief. Hopeless. Never again.
Saucony Omni not authentic
My Omni 19 have arrived, but I don't believe they are authentic. I have had Saucony Omni for the past 9 years and this pair don't support my feet like all the previous pairs I have owned. I purchased these shoes from this site because the shoes pictured where the same as the Saucony website, but my shoes are not the same, there are slight modifications to the design of the shoe, which also makes me believe these are not authentic. Not happy with my purchase at all, and wont be purchasing my Saucony Omni's from this web site again.
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.
Very poor service, mislead, management not interested
Being in lockdown in Victoria had to buy a pair of runners online which were very expensive with The Athletes Foot, paid and organised click and collect. Hours later told that they didn't have my size even though their website confirmed they did.
Now getting the runaround (not even their Head Office is interested to sort this out). Unacceptable service!!
Fitted with wrong size shoes
Fitted with wrong size shoes for work. Unfortunately kept the shoes for a month before starting to wear and now the are putting pressure on my toes and my feet hurt. Checked with store but they can’t offer a change of size because I am out of the date range. Terrible experience as I used to love these shoes for work. Wish I had not followed the guide of specialist fitters and gone with my own instinct. Not a happy customer
After 17 days I still have no shoes and no answers.
I ordered shoes online and received an email with tracking number. After 10 days shoes hadn’t arrived so I called customer service, they told me to contact the courier. StarTrack advised me the freight was never received so I called AF again. They promised to get back to me that day with an update. Two days later no update so I called again. Different person said they would find out what’s going on and promised to call back that day. Nothing again so four days later I called again. Same story - saying sorry and PROMISING to sort it out and call...back with an update and now two days later the only thing I have learnt is that Athlete’s Foot customer service is pretty bad. Happy to take my money but won’t actually deliver the goods. UPDATE: After one more call and another weeks wait I finally received the shoes. I suggest Athlete’s Foot takes a good hard look at their customer service practises as this was about the worst I have experienced, having to chase them up 4 times (and then never getting back to me) just to get the goods I had ordered and paid for.
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!!!!
Completely unsatisfied with service I got.
Came on here to voice my complaint but when I saw how many unhappy customers I realized it was a of time.
I received second hand shoes!
I ordered shoes online for my son and this morning the shoes arrived...THEY'RE SECOND HAND.....with staining inside of them from somebody else's red sock, the screw in spikes are showing signs of wear, there's a mark on the back of them and a scuff mark on the front....after contacting Customer Service I have been advised I can post them back for a refund and received a $30 voucher......absolutely disgusting service.
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.
Get an answer from our members and The Athlete's Foot representatives
Other Footwear Shops & Brands
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.