Brooks Running Arvostelua 605

Once again, Brooks is not answering the phone or communicating with me. I bought two pairs of trainers and am trying to return one pair that are too small for me. When I try to access their website to print a return label they say that they don't know who I am. Even though they have previously emailed me and sent me order confirmations.
For two days I have been trying to contact them to sort this out so that I can return one of the pairs of trainers I received.
Each time I phone them, the answering machine says that they are unable to respond as they are away on a corporate work event!!!!! This has been going on for two days!!!
Terrible coms and terrible service.

Running shoes paid but never received. It seems Brooks outsourced the sale to another company who didn't deliver. While I like brooks for running , I find that purchasing Brooks in Europe is a risky option, at least twice I paid and didn't receive them, so I am switching to ASICS even in brooks shoes adapt a bit better to my feet. On the other hand ASICS purchasing experience is BRILLIANT, no problem at all.

Jess at Customer Service went above and beyond with helping me with a small issue with my trainers. I'm a convert and Brooks is my new go-to for all trainers. The shoes are super comfortable, look good, and solved a foot pain I was having that physio didn't solve!

I bought a pair of glycerin max 2 and the sole had come unstuck on my left shoe after 50 miles. I emailed Brooks customer services and I dealt with Fatma who was super quick at responding and just couldn’t have been more helpful. I had lost my receipt from my local running specialist and therefore I didn’t expect anything but to my surprise brooks sent me a brand new pair of trainers free of charge! in a world where customer service seems a lost art this was an amazing experience! Thanks Fatma and Brooks, you have a customer for life in me.

Primo approccio con Brooks, avendo sempre considerato il brand un punto di riferimento nel settore. La mia recente esperienza ha disatteso completamente ogni aspettativa e suggerimento in maniera duplice: sul fronte del controllo qualità e sull'assistenza.
Le calzature mi sono state consegnate scollate, un difetto macroscopico evidente fin dall'apertura della confezione (tutto documentato con foto e inviato al Customer care). Ricevere un prodotto in queste condizioni denota una grave lacuna nei controlli aziendali prima della spedizione.
Purtroppo, nell'imminenza di un cammino impegnativo, ho immediatamente documentato il difetto e contattato il servizio clienti via e-mail, auspicando una rapida presa in carico per rimediare a una loro oggettiva mancanza.
A distanza di tre giorni lavorativi – tempo in cui altre aziende del settore, ben più reattive, intervengono con acribia e tempestività per tutelare il consumatore vittima di un disservizio – ho incontrato unicamente il silenzio. Dunque, nessun cenno di riscontro, nessuna rassicurazione, nessuna proposta di sostituzione rapida, di omaggio o buono che sia, nessun gesto di cura.
Pur potendo comprendere i fisiologici tempi tecnici di un customer care e le festività pasquali, l'assoluta indifferenza di fronte a un'esigenza urgente, per giunta causata dalla consegna di un prodotto fallato in origine, è inaccettabile. Non sono a pretendere scuse o chissà quali buoni omaggio, solo: professionalità e cura del consumatore.
Questo disinteresse mi ha costretto, mio malgrado, a rivolgermi urgentemente a un marchio concorrente per far fronte alla mia imminente partenza.
Un'azienda di calibro non si valuta solo dalla capacità di vendere, ma dalla solerzia e dalla signorilità con cui interviene quando immette sul mercato un prodotto difettoso.

Returned within first 7 days of use as per the return guarantee. Delivered to warehouse a week later. After one month still no refund, I've been chasing customer services for the last two weeks and no update other than awaiting warehouse.

I ordered a pair of trainers from brooks to have DPD loose them in transit. When escalated to Brooks they were unable to find my parcel neither where DPD. I have to launch 2 investigations into this which lasted over a month before I received my refund back even though it had been offered prior but Brooks stated they could not refund until the product was found. This was also despite me sending them multiple screenshots of the messages I had with DPD saying they had the parcel in there depot.

Es ist sehr schade, dass die Fa. Brooks scheinbar die Passform des Glycerin 22 geändert hat. Ich hatte von dem Typ Glycerin die Modelle 16 und 20 (mittlere Breite), welche hervorragend zu meinen Füßen passten. Dies hat sich offensichtlich mit dem neuesten Modell Glycerin 22 geändert. Nachdem ich dieses Modell am letzten Wochenende ausprobiert habe, musste ich feststellen, dass die Passform im Zehenbereich mittlerweile sehr unangenehm ist. Die Zehen haben demnach viel weniger Platz und werden beim Gehen/Laufen zusammengedrückt. Mein Gelenk am großen linken Zeh ist dermaßen angeschwollen, dass ich den Schuh kaum noch an- bzw. ausziehen konnte. Am kleinen Zeh links habe ich eine Blase bekommen, was mir bei Brooks-Schuhen noch nie passiert ist… Auch der rechte Schuh erzeugte im Bereich der mittleren Zehengelenke immer größere Schmerzen, so dass ich die Schuhe wechseln musste.
Ich verstehe nicht, warum bei diesen Schuhen mit jedem neuen Modell auch die Passform derart geändert wird. Beim ersten Anprobieren fiel mir die verengte Passform nicht so sehr auf, die Konsequenzen spürte ich wie gesagt erst nachdem ich die Schuhe über 2 Tage viel getragen habe.
Schade, das war es dann mit Brooks für mich. Ich habe keine Lust mehr mir Schuhe zu kaufen, die sehr teuer (180€) sind und bei denen ich dann nach einigen "Benutzertagen" erst merke, wie unbequem und schmerzhaft sie sind.
Unerklärlich, was die Fa. Brooks antreibt, gute Schuhmodelle so zu verändern, dass sie dem Kunden Schmerzen zufügen. Echt schade, bye bye Brooks!

Jessica from Brooks Runner Experience Representative helped me tremendously. Really kind, thoughtful and supportive throughout. Undoubtedly the greatest customer experience one can wish for

Really need to improve the new model of the Adrenaline GTS 25 .. they are awful , foot position is so different from the 24’s … with such huge changes they should be sold as a completely different running shoe not just an updated version. Left me hobbling with a swollen ankle. Not suitable at all… BRING BACK THE 24’s

The customer service I have recently experienced with Brooks has been 5 Star and more. I wish I could give Jess, the customer service member of staff, 10 Stars!!! She replied immediately to all my emails and went above and beyond to sort out the issue I had. It was resolved quickly and very much to my satisfaction. I have never received such excellent customer service anywhere. I couldn't recommend this company highly enough!

Excellent customer service. I dealt with Camilla who was so helpful.

My only go to for running trainers .
Any issues resolved immediately ! Customer service team are a credit - (special mention to Fatma) they listen and don’t give excuses . If you’re not happy they genuinely are there to help you . Would 100 % recommend them if you are unsure ! You will not be disappointed.

I ordered a pair of Glycerine Max 2 from a different retailer, not from Brooks direct. I had some trouble with pain/bleeding missing toenails etc. I queried the 90 day run happy promise and the other retailer told me to contact Brooks directly. I spoke with someone over the phone who then directed my issue to email. After a few emails back and forth a lovely lady called Camilla sorted my problem out and sent me a new pair of trainers. It was clearly my mistake in ordering the wrong size. I was advised to get a gait analysis from one of Brooks trusted retailers, which I did. As it turned out the Glycerine Max were good for me, I just needed a bigger size. Camilla was incredibly helpful and kind and made the process really easy and I couldn’t be more grateful! Thank you!

UPDATE: Brooks responded positively to my recent order issue. I am still waiting for a new order. I will leave as is, or if upon receipt of the new order is incorrect, will update again.

I ordered men’s adrenaline extra wides, 11.5. I received women’s reg 8. Uhm. The Brooks brand is going downhill. I’ll update IF return is satisfactory, and I am able to, here. Too bad. I am really liking the Hoka vibes right about now.

Excellent customer service from the beginning to the end from Jess when using the 90 day returns policy.

Al meerdere paren fijne schoenen versleten. En toen een paar niet voldeed was de klantenservice super.

bought a pair of Caldera 8 which had an issue on the upper. had a claim open with Brooks and they purposed a one-time courtesy pair replacement.
Good Customer service! Good Trust!

My wife recently experienced a minor issue with a set of Brooks Running shoes and provided feedback to the company. She had bought Brooks Running shoes for many years and wished only to make the company aware.
Having provided the feedback Brooks Running conducted a very prompt investigation and without hesitation offered to replace the shoes which was unexpected.
Thanks to Fatma for her great and prompt communication.

I'm on my 3rd pair of Brooks running Trainers now, the Adrenaline GTS. This year, I brought the latest version, I did a 10k road run, and some of the stitching had appeared to pull/thread. I emailed Brookw with photos and explained I'd only been out once...customer service was super swift, and a replacement pair of trainers are now in the post!