Altra RunningReviews of altrarunning.com

Probably the worst customer service ever. They sent me the wrong shoes and I haven't been able to return them, waiting weeks for one patronising reply at a time (thanks to Margherita...). Avoid ordering from Altra directly. If something goes wrong, you'll be down £150 like me.

Don't buy direct from Altra Like many others I've found the customer support awful. I ordered a pair of Altra PARADIGM and only realised it had US sizing. I immediately emailed Altra and tried but failed to get through by phone. They only responded to my email when they'd shipped the shoes. I paid for return (to Italy) via DPD who failed to get them through customs, but couldn't say why. They then said they couldn't deliver as shoes were a prohibited item for Italy. Altra say return isn't their issue, although I wouldn't have to return if they were contactable or had a means to stop orders via their website. Given they can price in pounds is it really that hard to use UK sizes? I assume the return problem was due to Brexit teething problems, which aren't Altra's fault. But with good customer service this could have helped resolve this. I like their running shoes but I won't buy from them direct again!

The shoes are great, unfortunately, the customer service is one of the worst I have seen. I ordered a pair early January and realised that I had to pay for than £67 only to receive the pair of shoes because of tax fees. I decided not to accept the parcel and send it back to Altra for a refund of my £130. 3 weeks after, UPS notified me that Altra decided to abandon the package so it wouldn't be sent back to them. I am still waiting for my refund. I am calling the customer service on a daily basis and do not receive any response, nobody answers and the call gets cancelled after 10 minutes of waiting.

Horrendous customer service. I placed an order and received the shoes which, whilst comfortable, were a little small. I therefore needed to change to a half size bigger. These were out of stock at the time and I had taken advantage of an offer. Whilst in contact with “customer care”, they were useless. Took ages to received a reply and when I did it said nothing of use at all followed by “ We remain at your complete disposal for any further information” which they were not. Even when I filed my complaint I was either ignored multiple times or received a completely irrelevant or useless reply. Also to add that returning my shoes cost me over £15! When spending £200 on shoes you’d expect a free returns service. AVOID. Find some running shoes elsewhere!!

If I could, I would give 0. After olacing the order and succesfully going through the payment process, I received no confirmation or any other email, nor any information whatsoever. The customer service is dead. All I am left with now is the payment confirmation which I can do nothing with, as for this moment. This shop, most probably, is a big fake.

Bad experience, twice... I accidentally made a mistake in my address when ordering online but corrected it right away via mail, nothing happened and it took me 5 calls to the customer support and the delivery company (paid calls!) to correct this in the end. When the shoes finally arrived, they were too small and i unfortunately had to return them. Then, it took the customer support a few days to send me the return information and I then found out that I had to pay for the delivery of the return to Italy (which in my case was >10€).. will never order directly at Altra again.....

UPS marked falsely my order as delivered, and as Altra never sent me the delivery tracking email, I only noticed the problems weeks after. It's now been 9 days of mails exchanges to make the customer service acknowledge the error, and they multiply the useless messages (one, for instance, only asking me to confirm that the name on the delivery form is mine) to delay the refund. I'm thinking of taking legal action and will not order from the site again.

If I could give 0 I would. Absolutely disgraceful customer service. All I wanted to do was change the shoe size and Altra honour the discount I had used (which was still available). As a first time customer I will not be using them again. I have asked multiple times for the complaints procedure but they are just replying and ignoring the question. I even sent a letter in with my shoes to return, which they received, and yet they STILL have not contacted me. Absolute joke.