Hardloop Reviews 17,720

When I placed my first order with Hardloop, I was given a delivery date. When it became clear that this date would not be achieved, I contacted customer service. I was told it was out of stock. Early on the day of delivery I received various confusing delivery notifications, I contacted customer service with my concerns. Later that day it was confirmed, that it had been taken to a delivery collection point, they said because of a failed delivery attempt. As we have security cameras it was easy to prove that no delivery attempt had been made. Rather than resolve the situation with their courier, Hardloop repeatedly told me, I should go to collect it. I could not do this and I was not obliged to do so, as I paid for delivery to my home. I gave Hardloop every opportunity to resolve the situation with their courier, but they simply said, they could not contact their courier. I gave them a deadline, but as they did nothing, I reordered from Zalando who delivered in 2 days for less money, how simple it can be.
Hardloop then told me that their policy for a full refund required the item to be returned, when I asked for a copy of this policy I was referred to the conditions for returns, however this is not a return, as I never received it. I pointed this out and now they stopped answering my emails. Yesterday after 6 weeks they told me the parcel was collected from the delivery point, they have not explained how as a QR code and ID was required for collection.
I have called them on 2 different numbers today, eventually a recorded message says no one is available, it also says you can leave a voicemail, but you are cut off before you can do so. It is now 6 weeks and I have still not received a refund,
I have today contacted Hardloop via their website requesting that one of the company founders contact me by phone. This request has been denied.

Update 23/01/2025 I have now received a full refund. My advice, would be not to use Hardloop, however if you find yourself in a difficult situation, I suggest you contact their directors directly. Customer service talk the talk, but unfortunately they do not walk the walk. By the way they flag 92% of negative reviews.

Update this review has been flagged in an attempt to have it removed.

Update following reply from Hardloop.

As anticipated, their reply mostly pays lip service and is without substance.
For example, “Rest assured, we are doing everything possible to ensure such situations do not happen again in the future”.
It would be more meaningful to tell us what you have done. Looking at past reviews it appears that you routinely offer immediate shipping on items which are not in stock, this has remained unresolved for some time.
More concerning are the statements which are factually incorrect, I would like to flag these with Trustpilot.
“Several solutions were offered, including a refund of the delivery fees and additional compensation, but these were unfortunately not accepted”.
This is incorrect, several solutions, were not offered.
I was offered a refund on the postage of €4.95, however I had already told you that I would not collect, as I was not obliged to and that you needed to make your courier do their job.
It would also, not have covered the cost of my time and expenses.
No additional compensation was offered.

You withheld my refund for more than 6 weeks without justification and without compensation.

Very poor indeed.

I placed an order two weeks ago, and according to the initial email, I should recieve the product now. However, as of today, they haven't even shipped it, no updates whatsoever. I politely asked them, as the expected delivery date is tomorrow, and I was met with a rude response. They told me I should not contact them again about this, although it was my first time asking them for an update, since i did not got any since the date of order.

This is an incredibly slow and frustrating process, especially when clear communication and proper customer service are lacking. I won't be ordering again from this company.

Very disappointing shopping experience. Unrealistic delivery times, ordered climbing shoes more than 2 weeks ago and have not received a tracking update yet. Very hard to get in touch with customer support, no phone and it takes days to get a response through email.

Terrible experience that I would not recommend to anyone. I bought two items and the customer service has been disastrous. One item that was supposedly in stock in the warehouse took days and days to tell me that it was a lie, that there was no stock and that they had to order it from the manufacturer and then send it back to me. I had to write them more than 10 emails and calls, otherwise I would still be waiting.

Then I bought a Barbour jacket worth more than 320€ and it has come to me in a terrible condition. It came totally soaked. Full of water in the bag and in unwearable condition. Their customer service recommended I put it out to dry. Excuse me? Are you kidding me? I buy one of the most expensive products on your website and it comes destroyed and your recommendation is to dry it? It's to report them

Please be very careful with this site.

Super. My dog harness and booties arrived in 5 days to Belgium (ordered Sunday, got it on Friday). Slightly cheaper than everywhere else. Just in time to dash out in our canicross race. I didn't know Hardloop but now I would definitely order again.

I ordered a Patagonia pant on 21st of November at Hardloop.de.

On 29th of November the customer service (Romain J.) reached out to me, stating that they can’t send me the pants, because they don’t have it.

Due to an internal "small stock error", the trousers were actually no longer in stock and also not available from the supplier.

I was refunded the purchase price.

As a result, I made a replacement purchase from Patagonia myself and claimed the additional costs incurred as a result (price difference) from Hardloop in the form of compensation instead of performance in accordance with § 311a I and II sentence 1 alternative, § 283 sentence 1, § 280 I BGB.

Hardloop has refused to pay the damages incurred by me. In the event of further non-payment of the additional costs, I will involve my legal insurance and claim the price difference through my lawyer (including the legal fees incurred and any court costs).

The advertising slogan that customers would be surprised by the outstanding service proved to be wrong when I placed my order: I am surprised that Hardloop does not adhere to the legal obligations from our purchase contract and thus violates laws.

Purchased a jumper which was perfect. Problem was the import duty and handling fee to the Uk was £76!!!

I've got to revise my previously negative review because Hardloop really came through for me in the end. I had bought a really expensive raincoat that turned out to have a defect. They brought it to the manufacturer who I guess took quite a long time to decide what they wanted to do, but Hardloop must have persisted because they agreed to replace it. Very happy with the results, all I had hoped for really was a repair, so they've gone above and beyond. No complaints here.

I just ordered a coat on their website and paid for the bill on 04.10.2024.At that moment the website showed that the coat can send to me before 12.10.2024.Obviously I can’t get my coat until now(14.10.2024),and the most important thing is that I haven’t got any email or message about why it is delayed or is it anything wrong with my order? I can even impossible to find any detail about my order in website.Anything about the process is missing.

I was looking to buy a Patagonia fleece and found one that I liked on their website for a decent price as it was last season clearance. Unfortunately they did not have it in my size. I searched google for the same item and it threw up Hardloop selling it for over £100 off the RRP and around £60 cheaper than Patagonia clearance and other retailers were selling it roughly £70 more. As I’d not heard of Hardloop before I was a bit dubious, however after reading the reviews on Trustpilot I had confidence that the website was kosher and the item wasn’t likely to be fake as they were based in France and had been trading for some time. Anyway, ordered the item, paid reasonable postage fees and the fleece arrived today 3 working days after ordering. Was marked as shipped two days ago from France. The whole process was very smooth and I am pleased with my heavily discounted fleece. I would buy from here again with confidence. Thanks Hardloop!

Update

Once the company service desk learnt about my situation, they moved with a lightening speed and I received the products quickly :-) However, one product has been still out of stock even though when I placed order, it said it was available. The shop agreed they will refund if it’s still out of stock in one week. Hope rest will go smoothly.

———————
I ordered several products online but did not receive them by the date indicated by order confirmation. I Emailed the company and after about a week, I learnt that they did not even ship the products yet :-( very unsatisfied.

I ordered shoes with goretex. You send me non-goretex. Wrong article.

Excellent service simple, rapide et efficace

Had a few items from Hardloop now. Always excellent. Takes a little longer as posting to UK so allow a little extra time. Never any problem. Great quality & price. I needed to return an item recently as it didn't fit but had no problem at all. Happy to use again

Shameful service! Product arrived after 14 days, first it was lost then it arrived completely broken, scratched and not working! Equally poor customer service! I will never buy here again and hope no one else will!

Large selection of goods. Delivery is fast

Good stuff, great service.

An international order that was delivered ahead of time! Great experience!

Great service! Et fast delivery