Runners Need Reviews 

Following a gait analysis at Monument, Hoka Clifton 9 running shoes were recommended. While my usual size is 9.5, a size 11 was suggested to accommodate anticipated swelling during runs, despite feeling oversized. After a single kilometer trial on a treadmill, significant leg pain—unprecedented with my previous Asics footwear—occurred. I attempted a return today, but was informed that this was impossible due to the shoes having been used. This is unacceptable given the £130 cost and inability to wear the shoes. I recommend considering alternative retailers with more favorable return policies.

I would like to take this opportunity to praise Runners Need 🙏🏻 They are absolutely outstanding with the safe and secure delivery of my ever first pair of HOKA running shoes.
I highly recommend any runner ( male or female) to purchase from these guys 👍🏼
From start to finish the transition was smooth and easy. I put my 100% trust in this transaction and it came up trumps 🙏🏻
Everything that was described about my running shoes was correct, the size and fitting is the best I’ve ever had. I’ve had trouble with my feet ( bunions ) all my life, I could never find a pair that would completely fit me properly. I’ve tried so many brands and fittings, but these are the best I’ve ever ran in. For the very first time my feet finally feel happy and healthy. So i would like this opportunity to thank everyone at Runners Need for the best running shoes I’ve ever worn, I will definitely buy my next new pair from them. Thank you so much for describing them clearly and the images, making it so easy to measure my feet , and to make really sure they fit. I can’t stop smiling, my first run in them were out of this world, I definitely was flying, thanks to all the team at Runners Need you’ve made me so happy, loads of hugs and kisses, love from a very loyal customer Tracy 🫶🏻❤️ xxxx five stars every time ⭐️⭐️⭐️⭐️⭐️ xxxxx
P.S I wear a size 6.5, I always go up 1/2 a size, and they are a wide fit for my bunions 👍🏼 for all those runners who suffer like me, but no more I’ve got my new HOKA W CLIFTON WIDE YIPPEE.!!😆 🥳🙌🏻🏃🏼‍♀️xxxxxx

Very knowledgeable and didn't try to just sell me any trainers, quite quickly found a pair that suited me perfectly and resolved the issues I was having. Actually transformed my running in the shop, it's made me excited to get out running again!

Today we were helped in your Horsham store by the wonderful Daniella. She measured our feet and performed a gait analysis on the various shoes she recommended I try. She was incredibly friendly and knowledgeable and explained everything really well and answered all our questions in order to help us come to the decision of the right running shoe. I cannot rate her highly enough and she is a real credit to the store.

I needed some proper guidance on new running shoes in preparation for an upcoming Ironman race. Rassa at the London Monument store was exactly who I needed - patient, knowledgeable, nothing was too much effort. I wouldn't normally take the time to write reviews like this but she was top draw!

Used Runners Need for the 1st time today when I went into the Bluewater Store and couldn’t be happier. Both members of staff had customers when I arrived but I was almost immediately acknowledged and told I’d been seen to shortly, which I was. Connor was then very attentive, conducted my Gait Analysis, provided me with a range of shoes each 1 of which I tried on the treadmill. The process re affirmed what I pretty well knew already now corroborated with their tech. The result, 1 pair of incredibly comfortable running shoes and 1 very satisfied customer.

I had specifically made the trip to the store looking to buy Saucony Womens Endorphin Pro 4’s I needed to try on both size 8.5 and 9 (which are available) to make sure I was buying the correct size rather than ordering online.

When I asked inshore to try these on, I was informed that Runners Need do not stock larger than a size 8 in women’s running trainers!!!!! And was informed that I would have to go online to another store to purchase these, and instead offered a mens version of the same shoes, which of course was no good to me! And also mens shoes don’t come in Magenta Pink.

Choosing not to stock larger sizes for women inshore when you do for men is simply discriminatory against women with larger feet.

As the average height of women is rising, their she sizes are of course rising with them!

I emailed this to Runners Need, and got this:

Thank you for sharing your experience with us. We appreciate your feedback regarding the availability of women's shoe sizes in-store. While we strive to meet all customer needs, your input is invaluable in helping us improve our services. I will pass your feedback onto the relevant team so they are made aware of the problem you had in-store.

Which not only does not respond to the points made, it is an email template where they have changed a few words.

After a 140 mile round trip to go to the store, i am severely dissatisfied

Edit: 06/04/24: Still no response received after reply to this email!

Excellent service

Terrible Gait Analysis

Went into the London branch on Mercer Street Covent Garden for a gait analysis to get new shoes, as I had been through the process the year before to get trainers for my triathlon, but they were giving me arch blisters during my 2025 half marathon training. The 'expert' was extremely unhelpful, blamed the socks I was wearing for the blisters (I wear double layered running socks) and that the trainers I wear were the wrong size (they weren't, I had these recommended following my gait analysis the previous year). The only feedback I received was that I 'massively over-pronate' multiple times, but upon asking how I resolve this, they could not give me an answer. I was left alone to try on shoes, was not paid attention or given advice. I walked away with no shoes and a waste of £15. Would NOT recommend.

Womens Asics kayano 31
purchased week ago. my previous ones were kayano 29 they were the most comfortable running shoes. so i wanted the same again. With the 31 i am very disappointed i bought my usual size. they feel much smaller. Toe box tighter. i would not reccomend. waste of money

Great customer service after receiving an item that wasn’t as expected!

Absolutely disgusting. I went in for a gait analysis and the only recommendation was for the most expensive pair of trainers. I didn’t buy in store and decided to buy them online instead as my mind wasn’t fully made up at that point.

Once the trainers arrived I was so eager to go out there and get a good run in with a new pair of trainers which were recommended. As I unwrapped the box, the shoes were caked in mud all around the bottom and half way up the shoe. Gravel was lodged in between the grooves on the bottom of the shoes meaning that they hadn’t just been worn, they had been used, thoroughly. The tips of the trainers also stinking with mud.

I mean this is completely unacceptable, vile and utterly disgusting to be sold this? £180 for a pair of used trainers and they tried to tell me to go to the nearest store to return them? It would’ve cost me an arm and a leg to get to one of the nearest stores.

I’m completely lost for words how they tried to sell these to me. Don’t buy from here, go to renowned running shops instead.

I went into the Cardiff store for a gait analysis as I had been having pain in my shins and hips when running. I was informed I had over pronation and bought the ON Cloud Runner 2 shoes. Since buying these shoes, the pain in my shins is much worse.
I have had these shoes all of a week and tried to contact the store to see if they could help. The person I spoke to on the phone had a disgusting attitude and said ‘there’s nothing we can do as you’ve worn them, sell them on Vinted’. When trying these shoes in the store I wasn’t even asked to go back on the treadmill, just to wear them around the shop.

Absolutely disgusting attitude having spent a lot of money on these shoes and just want to find the right ones. Seems as though if you have any issues with the shoes, they don’t want to know. I’m now left unable to run because of the pain in my shins.

I bought a pair of Hoka shoes in October and the soles failed after light use.

The staff in the local store were confident in telling me that they would be able to assist as they had recently dealt with a similar problem on the same shoe.

However Customer Support was terrible - after receiving the shoe they closed the case without contacting me - the shoe was in near perfect condition (apart from the defect) and refused to contact Hoka on my behalf.

In store a sign states that they have a 1 year fair wear and tear (the shoe was 3-months in and barely worn).

On the upside after I contacted Hoka directly - they were so quick to help and replace the shoes … something I would have expected the retailer to do on my behalf as part of the customer service for an expensive running shoe.

-Final update - The customer service team did follow up on my review and were keen to try and remedy once I had made a formal complaint on Trust pilot.

The team were keen to respond and offered me a voucher … this roughly equated to the postage to return the trainers directly to Hoka, but still demonstrates a much keener interest in maintaining review ratings then was demonstrated to address a genuine complaint.

They are more expensive than most shops and now charge £7 for delivery. Most expensive delivery i have heard of even paid less international.

I recently had a gait analysis undertaken at the Betwys-Y-Coed store following an injury. I wanted to be sure that the trainers I have weren't contributing to my issues, and found the session to be highly informative and useful. The staff member who undertook the assessment was very knowledgeable, and the personalised shopping experience was great. I feel confident that I am in the best trainers for me and my goals, and I picked up interesting pointers about my running style.

A very good experience. Thanks!

Dear Cotswolds Team & Katie,
I am writing to acknowledge the exceptional dedication of of your employees, Constantino, Kenzie, and Jack, at the Cotswold store in Kingston upon Thames. While my recent visit initially left me frustrated, I have come to recognize that both Constantino and Jack demonstrated a level of diligence and commitment that is rare in retail.

Despite the situation, it was clear to me that both of these employees take their roles seriously and are dedicated to upholding company policies. Their attention to detail and enforcement of store procedures—while at times challenging—reflect their deep sense of responsibility and loyalty to the business. Employees like them are invaluable, and I firmly believe they deserve recognition far beyond a small bonus. I would strongly recommend that Constantino, in particular, be considered for a managerial role with an upgraded salary base, as he has shown the leadership qualities necessary to guide and support his team. Jack, too, has displayed commendable professionalism and should be acknowledged accordingly.

That said, I also want to highlight a broader concern that impacts both staff efficiency and customer experience. It is unrealistic and unfair to expect employees to triple-check every step of a transaction while also managing other duties. The burden of loss prevention should not fall entirely on individual staff members, as it creates unnecessary tension and places them in difficult situations.

I strongly encourage upper management to consider implementing a more efficient system—whether through an upgraded point-of-sale process, better digital receipt integration, or improved security measures. Such changes would not only protect the company’s profits but also allow employees like Constantino and Jack to focus on delivering outstanding customer service without the additional strain of micromanaging every interaction.

I trust that your company values dedicated employees who go above and beyond. Constantino and Jack have demonstrated an unwavering commitment to Cotswold, and I urge you to recognize their contributions appropriately. I look forward to hearing how management plans to support and reward such hard-working staff members.

Best regards,
Mr.Fisher

Purchased a pair of Brooks Glycerin GTS 22, as gait analysis results suggested I have overpronation in my right foot only. After 3x of only 3mile runs in the new running shoes I am now suffering knee and hip troubles in my right supposedly overpronating leg, forcing me to stop running for the last 2 weeks. Personally I feel recommendations have caused the problems, I’m extremely disappointed, and now have a pair of running shoes that are utterly useless to me.

This review is not about the service in store, it is about the inability to be able to contact store (Rushden Lakes in this instance) to be able to cancel a gait analysis appointment due to illness. Why advertise a telephone number if it continually rings and rings with no option to leave a message. Very poor customer experience and disappointing as has put me off wanting to rebook which is a shame as the service in store is probably good. Please remove phone number or ensure someone answers.
Thanks.

Extremely helpful staff, who listened to what I was looking for in my next marathon training shoe, and gave me several options to try from there. Have always loved Hoka shoes but came away with my first pair of Asics thanks to the gentleman working in the Aberdeen store. Will be back again