Tracksmith Arvostelua 

I am leaving my original 1-star review below but including my updated 5-stars review on top. Needless to say I was very disappointed by my original experience with Tracksmith and the lack of support I was offered and wrote the original review.

To my surprise, a few days later, I received an email from a different customer support employee at Tracksmith - Michelle. She allowed me to return the items without charging me (unfortunately DHL Express actually never delivered my return and I ended up getting it back! But that is not Tracksmith's fault though I wish they used a different carrier to the UK cos DHL Express proved beyond incompetent) - and even offered me a discount code if I chose to repurchase the items in the smaller sizes.

I have since received my new order - which is perfect. And I cannot wait to wear them on my next run.

With that in mind I will be purchasing more from Tracksmith. In fact thanks to Michelle I can say I will be a loyal customer.

And side note - perhaps size down when you purchase items unless you are certain their sizes fit you right. As the size chart on the website truly got my order wrong.

But bottom line is I am so pleased I now have the correct sizes.

Thank you to Michelle from Tracksmith!

Original review:
A neighbour recommended this brand to me and knowing it was expensive - I made sure to measure myself before ordering so I would get the perfect items for my size.

I was so excited when they arrive only to find out everything was too big! When you buy a running bra you want it to be supportive. When you buy running shorts you don't want them flapping everywhere around you. But that's what I got despite following the SIZE GUIDE on the website for each item.

Returning the items would cost me a lot of money -- $25 to return items when I just want a smaller size. I emailed and noted the wrong size was ordered BECAUSE OF THE SIZE GUIDE ON THE WEBSITE and even gave my measurements.
Then they explained there are two different size guides (what?! I never saw another one? Why on each would you have two? Ah yes to ensure if anyone complains you can just say they used the wrong guide! This is not a sign of good customer service!) And basically refused to help.

Stay well clear. Note that this is the kind of company that if THEY MAKE A MISTAKE they will find a way to blame you for it just to ensure you don't get any support.

It's a shame cos I am sure if these items were supportive they'd have been great. But nah. The clothes will remain floating around me and I will let the world know to stay well clear of Tracksmith.

Garbage company, garbage clothing. Fit is completely wrong, overpriced and scam returns

The most dishonest and deceitful retailer I’ve ever encountered. Spent $277 on heirloom hoodie and promised as part of the transaction a Chicago 25 label - never sent despite 3 constant promises. More broken promises. I have had to file a chargeback to my card issuer. I’ve spent thousands with Tracksmith over the past year - I won’t be ever trusting them again AVOID.

Immediate and very professional response from Nica. Issue with a faulty item and immediately rectified.
I am a fan ;) thank you!

Terrible/no customer service.
Bought a tee-shirt that is a medium, but too small. Want to return it for a large or ideally a credit note/refund and have been totally ignored, despite several emails.
Delivery ticket says returns fine for 30 days, but no way to return it!

Unfortunately had to do a return, did like the quality. The return went a bit askew as I started getting emails (after the return was completed and refunded) saying essentially you're running out of time to return your item. Which means their returns need a tweak as that was a little bit alarming.

ORDER 901321

On the 2nd November 2024, I ordered 3 items for £350 in good faith and written confirmation from Tracksmith that the amount I paid included all duties and vat. Then I received a invoice for £131.40 from DHL for duties and charges. I emailed Tracksmith on the 5th November to ask them to contact DHL and sort out the customs paperwork that Tracksmith had incorrectly completed. 30 emails later and 7 weeks passed with the useless customer services doing NOTHING. I have now opened a Paypal case and asking for the £131.40 so I can pay DHL, as they are now threatening legal action against me for the non payment of the duties and vat! I will not buy again from Tracksmith and I would recommend you do not also if you are from overseas. The time and effort I have wasted on this issue. My bill to Tracksmith would be in the £1,000's.

Update 29-12-2024. I was forced to pay the DHL charge of £131.40 or be prosecuted. Tracksmith refused to take responsibility and admit they made errors in the custom paperwork.

DO NOT BUY FROM THIS COMPANY

I ordered 2 versions of a T-shirt and whilst the packing label indicated 2 had been packed, only 1 was sent. I’ve now tried 5 times to contact them and have had no responses. I do like their kit. I’m not sure whether this is deliberately fraudulent (complete lack of response suggests so) or is just the sign of an overwhelmed customer support team. If they could actually fulfil orders I would
Order more. I’m to worried about
Losing more money to them to place another order.

SCAM!!! The package is "sent from China" therefore it took 4 weeks to "arrive". Once they say it has arrived, they send you a "tracking" platform (which I have never seen) that says its been delivered, but NO local post office knows about this "tracking service"..

I need a solution, either my t-shirt or my refund...

davidATevipservices.com is my "customer support" which hasn't helped me solve it, only "Check with neighbours, check with local post office, etc"

Great quality and quick delivery

I encountered a frustrating experience recently with three orders placed within a short span of three weeks. I received news that the item I purchased was not able to be located, making matters worse as only certain items from the order arrived. I did not want a partial kit. Trying to initiate a refund turned into a painful process, aggravated further by the website's failure to recognize the Order Number. Despite reaching out to Customer Service, I have received no response for over a week. I believe that if a company offers 'High-End' products, they should deliver 'High-End' Customer Service. Although the products themselves are of top-notch quality, the overall experience could be exemplary if the same level of effort was invested in their operations.

I felt quite gutted that I wasn't sent the item I'd purchased as I was told after reaching out (after 20 days!) that it wasn't able to be located. Ideally I'd have liked an equivalent replacement item sent but was instead offered a 20% discount which didn't come close to the item I'd bought or cover the inconvenience. The shops and staff are fantastic though.

Hey thanks a lot for the vaucher of the pr( personal records) . I think it’s a really nice way to keep customer involved in your brand . Plus I would like to add that I m super happy with all the items I purchased . Great quality and great cut . I wish you are gonna keep the quality as good as it is .
Long life to tracksmith :)

!!!!!! BEWARE OF THIS COMPANY.
THEY SENT ME COMPLETELY DIFFERENT GOODS AND DO NOT COMMUNICATE AT ALL, NO SUPPORT, NO ONE TO CONTACT. VERY BAD, BEWARE. !!!!!!!

Terrible customer service and website. Their site cannot process a simple return request and I've been waiting over a week to hear a response from their customer service. This is unacceptable for an outlet that charges $300 for a pair of snickers and $100 for a t-shirt. If they want to follow Rapha's model for "high-end pricing", the also need to follow their model for "high-end" customer service.

Have spent thousands on their kit. It really is that good. So why only 3 stars?
1 - The website is useless on mobile and tablet. Freezes, crashes and generally unusable.
2 - It's not much better on desktop.
3 - Their fraud system routinely cancels your orders. It's a massive pain and the only way around it to order off wifi.
4 - The customer service is non existent. Been messaging a week with "where is the order, why it it sat at unfulfilled". Nana. Nowt. Zilch.

So - amazing kit. If only they put as much effort into everything elese.

I ordered some items from their website on Saturday. They sent me one item from the order on Monday, and didn't tell me the rest of the items were out of stock until Wednesday, by which time all other sizes had gone out of stock as well. Tracksmith need to fix their stocking system.

Ordered on Monday for international shipping and instantly received a text with an ETA on the following week which is standard for international shipping, received my gear that week! & they honoured a discount code which didn’t come through on the website..thank you!
I was a little hesitant given the price but glad I purchased now, having ordered the session shorts and session T-shirts both XL the fit, comfort and ability to keep you dry/comfortable on a run is fantastic. Will shop again

This has to be the fastest delivery of all time.
Ordered on a Sunday, Shipped on Monday from US, arrived on Tuesday in Europe after customs. Can’t complain a single bit, about 14 days earlier than it was promised.

Products are high quality as always (what I do expect considering the price).

Fantastic running kit, looks stylish and performs very well.
I like that delivery to the UK doesn’t involve customs forms and generally comes within a couple of days.
I’ve worn the vests and shorts for half and full marathons and found them perfect.

Website is a bit clunky, with the product lister page being good, but if you select different colour ways pressing back on the browser takes loads of clicks as it cycles through all the colours you’ve looked at first.
Also, the GB store is finicky and sometimes displays prices in GBP but sometimes gets stuck on USD for no reason.