NikeReviews 

What went wrong this time? Everything.
There is no point telling them how to improve as they are not capable of using this information.

I returned three pairs of trousers to Nike in the same return parcel but have only been refunded for one pair. The other two items, worth almost £200, have not been refunded.

From my side, the items were returned correctly and in the same package, yet Nike claims they were not received. Once a return has been delivered and accepted by the company, customers should not be held responsible for what happens during internal processing.

The response from customer service has been extremely disappointing and the issue has not been properly resolved. At the moment, I am left out of pocket for nearly £200 with no clear explanation of what happened to the missing items.

This experience has seriously damaged my trust in Nike as a company. I would strongly urge Nike to properly investigate this return and process the outstanding refund.

Unless this issue is resolved promptly, I will unfortunately no longer be purchasing from Nike and will continue to escalate the matter further.

Order/return details can be provided if Nike wishes to investigate and resolve this properly.

I can’t believe how Nike handled this. My limited edition sneakers were lost by DPD and there’s literally no way to get them back — even afterwards, there’s no solution for recovering the shoes.

Instead of even trying to help, Nike just refunded me through the Sneaker App without warning — I only found out via email. A 15% off for my next purchase? Really? That doesn’t come close to replacing a shoe that now sells for almost twice the original price.

This isn’t the first time DPD has lost valuable deliveries — my brother had the same problem, and I’ve had parcels arrive with boxes clearly opened. Please, Nike, don’t pretend you don’t see this ongoing issue. Why keep using a carrier that repeatedly fails your customers?

The lack of communication, the useless refund, and the choice of a clearly unreliable carrier shows that Nike doesn’t actually care about customers who spend hundreds on limited releases. No wonder the sneaker community is shrinking and it’s not as hype as it used to be a few years ago.

Shocking customer service. I returned a pair of trainers through InPost which is one of Nike’s recommended couriers. Chased my refund after 10 days to be told that they cannot refund due to a non Nike product being received. I disputed this as I 100% returned the shoes. They have fobbed me off through the Nike chat and have been abrupt and rude. I am going to escalate this as I’m not accepting lies from them. It is quite clear with 71% of 1* ratings that there is an issue with their customer service which should be reported.

I had a fault with shoes purchased from another Vendor, I made NIKE aware of who this was and they asked me to send them all the details so they could help with the issue, sent them all the details only to be told "the vendor was of part of the authorised dealer list" a complete waist of my time...terrible customer service NIKE !

Delivered package to the outside of my house and left it on the street next to the bins. Refusing to refund. So if you want to play lottery 50/50 either you throw your money away or at best get trainers you ordered, then risk it! I just lost £90, customer service obviously haven’t addressed my request.

Wrong size in right packaging. Refund denied as tags were removed. It’s not the customers responsibility to cross reference the sizing.

Terrible service would advise against using the online facility
ordered a tracksuit but only received the top with no bottoms, I was told to return the top and I would receive a full tracksuit once they received top back and examined it . New parcel arrived today and when I opened it there was only the bottoms of the tracksuit which they now want me to return and once again wait until they scan it into their warehouse and examine them before sending a full tracksuit out as they don’t have the choice of just sending the top I have already returned to them back out to me. If I wish to send it back for a refund it will take up to 21 days for this to go into my account !!!!

I did not receive my order, and my refund was refused. The parcel was never delivered to me or to my flat.
Customer service kept asking me to wait, then denied the refund, and closed the chat before I could respond.
Very disappointing experience.

Not very happy with online order, but brand is good overall.

Absolutely shocking service from Nike UK. Expensive pair of trainers bought three weeks ago. Parcel is tracking is showing at central Royal Mail depot. Customer services say it will take 8 days to investigate. Customer services keen to end call asap and take no responsibility to actually resolve issue which should be to issue refund or send a new pair of trainers. Now they have created a returns label for me. Will be taking it up with CC company and would advise against ordering from Nike UK

Customer service is awful, I had an issue with some trainers I had returned via InPost that they were saying they hadn't received and then they just started ignoring me, I had to go on the runaround with InPost and its still not resolved. I will never order from them again.

Rude, poorly trained customer service staff and my shoes are completely ruined after just 4 months…

I had a very disappointing delivery experience with Nike.
My order was marked as a failed delivery because the courier claimed they “missed me.” However, I was at home all day on the delivery date, and there was no doorbell ring, phone call.Instead of attempting proper redelivery, the parcel was redirected to a DPD pickup shop about a 20-minute walk from my home. Customer service repeatedly advised me to pick up the parcel rather than acknowledging the delivery issue. This experience shows poor coordination with delivery partners and a lack of accountability. I expect better service standards from a brand like Nike.

Well shocked at just how poor Nike’s customer service is, they clearly think they’re so good that they can treat their customers poorly. I ordered some gear just after Christmas, DPD said they had delivered but I had not received it. There was a photo of the parcel being held in an outside area, not my porch as the notification had said and not in my safe place. Reported to Nike, basically got ignored for 2 weeks until I chased, then got an email saying sorry no refund or goods to be sent again as courier has said delivered. I hadn’t received it. Raised a formal dispute, no response, chased today and was told they’d reopen the case. 6 pm tonight an email saying they’ve got my returns request and 6.45 notification of a refund. Agents were very rude or should I call them Nike athletes 🙈. Quite frankly it’s appalling. They won’t stay relevant for ever and I can see by their scores, they pride themselves on rubbish service, they do not care about their customers.

Terrible Customer Service! Cut off on customer chat when I asked for a transcript. Lucky I screenshot everything!

I ordered two identical pairs of Nike slides in different sizes. When the parcel arrived, it was sealed and undamaged, but it only contained one pair. The second item was never in the box.
I contacted Nike as soon as I discovered the issue. Despite explaining the situation clearly, customer service repeatedly refused a refund or replacement, relying only on the fact that the parcel was marked “delivered,” which does not confirm that all items were actually included.
I asked multiple times for a human review of my case. I was told to reply to an escalation email, but the inbox was unmonitored. When I raised this again via live chat, the agents repeatedly told me to respond to the same unmonitored email and were unable or unwilling to help further. The live chat experience was extremely frustrating and felt entirely scripted, with no ownership of the issue.
For a brand of this size, the lack of accountability and meaningful customer support was very disappointing. A clear packing error was never properly investigated, and I was left without an item I paid for and a Christmas gift that could not be replaced in time.
I would not recommend relying on Nike customer service if something goes wrong with an order.

After 20+ pairs of Nike running shoes all size 7. I got a pair of Nike Alphafly 3 size 7. Went out for a run and after a few miles severe pain middle toe, lot of pain by return and toenail went black the following week. I did not try the shoes until I was about to train for a race. Because this was >30 days after purchase customer services say nothing they could do to help.

Awful experience, multiple times.
First I was sent leggings that were soiled with someone's dry blood..on the inside near the gusset. (These were ladies leggings too). Nike would not let me dispose of them and give a refund, they made me handle them and wait for them to be "inspected" to deem them faulty or not. Gross.
Then school shoes were leaking water in shoe, upon checking said shoe, there was a slit in the sole) this was discovered on the first day they were worn in wet conditions. Nikes manufacturing guarantee states that the manufacturing code can be found on the product, so the manufacturing date can be found, if found to have a manufacturing fault and under 2 years old they should be covered.. however they apparently cannot adhere to this policy as they can't use a manufacturing code finder 🤡
I think my last nerve has been used with Nike.

Ordered a pair of trainers and was provided with some addresses that my parcel could be delivered to. I chose a post office near me.

The delivery was attempted but the post office refused to accept the parcel as they don’t accept parcels from UPS. It’s really annoying because if that’s the case then why is this address being provided as an option in the first place?

My parcel is now going to be returned and I should eventually get a refund which is good but I did want the trainers so I’m disappointed.