Brooks Running Reviews

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HORRIBLE Service, Customer Support & Follow Up
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Where do I start….SMH
I ordered a pair of Brooks Glycerin GTS 20 (Blue/Orange) in size 13 2E directly on Brook’s website. I did not use a third party. I placed my order on 9/11/2022 and paid the overnight shipping fee. The shoes arrived on 9/13/2022 since the 11th was a Sunday. Instead of receiving a size 13 2E as I ordered they sent me a size 10. Not even close to my size. I expressed my frustration via email and told the representative that I was flying to Charlotte, NC on the 9/14/2022 and then to Miami, FL the very next day 9/15/2022. Then on Friday I was flying to Colombia South America to train for a half marathon and I needed these shoes. He apologized and said this almost never happens. He said he would refund the overnight express fee I originally paid and overnight me the correct size to arrive in Miami, Florida on 9/15/2022 which was the day I would be arriving. I gave him the address I would be at. I informed him I was flying out the very next morning so it was CRITICAL no further mistakes were made because I needed these shoes to train. He assured me I would have them. I told him to forgive me but based on what had already occurred I needed further assurances. I asked if he could contact the warehouse manager and coordinate this order with them to ensure this did not happen on the next order since there was 0 margin for another error. I was told they did not have the option of contacting the warehouses. He told me he was putting the order in now and arranging next day express shipping. I allowed him to finish arranging everything but I still did not feel assured. After the call I contacted Brooks Sport corporate office. Nobody answered the phone so I left a detailed message to include the order information and I requested intervention and a returned call. This message was left on 9/13/2022. Brooks Corporate HQ never returned my call and today is 9/15/2022 at 10pm. I arrive in Miami and track the second shipping order and I see an arrival date of 9/19/2022 so I called FedEx only to learn my shoes were NOT sent overnight as I was assured. They were sent 3 day ground! So now I have to board my flight for Colombia in the morning with no shoes. Travelers are aware when going to many countries is very rare to find a size 13 shoe and even rare to find a pair in wide with. Also, it’s hard to find a great running shoe in that size/width. Brooks has set me up for failure. I’m left scrambling to find other solutions. I have to be at the airport early so there is no time to find shoes tomorrow (9/16/2022). This is the worst service I ever had. To add insult to injury Corporate did not have the decency to return my call. They could have intervened days ago to ensure this second shipment was done correctly. They have lost a customer for LIFE. I have been wearing their shoes to get me through basic training with the US Army, then as a Police Officer and then as a Private Military Contractor overseas. I gave them a second chance to get it right and they failed me HORRIBLY AGAIN!!!!

I purchased a pair of Brooks Adrenaline GTS 19's they were very good shoes and lasted a very long time. Last year I found the GTS 19's were discontinued and the recommended the 20's. Well what a world of difference they are trash my toes came through the first run and they are hard as rocks. This past week I tried them for the sixth time and I was down after the run. I can say they are the worst shoes I ever ran in. I have been running since 1970 set records in college. These are the worst shoes I ever owned. Money matters Brooks suggested other shoes. I am not willing to drop more than $100 dollars each time for shoes I would not even walk in to the store. With Brooks run don't walk away from their shoes. Quality is a real gamble and it is evident they make some very cheap shoes.

I bought my Brooks running shoes under a year ago. I had other running shoes in my cupboard that were well over a year old, but I threw them out because I wanted new ones!
The bottom part of the Brooks shoes that I bought under a year a ago were losing their colour - they were painted black over white. They look shocking. I contacted the customer services manager & she asked me to send photos, which I did. she stated that “The midsole paint line is coming off due to abrasion. There is some rubbing occurring at these points which is cause the paint to come off, & causing scuffing to the midsole foam.
We wouldn’t deem this to be a manufacturing defect, sorry.”
My reply was “I’ve been wearing Brooks shoes for more years than I care to remember, and I have never, ever had this problem before. I’ve worn other makes of shoes as well - and never had this problem before.
You call it ‘scuffing’. I call it badly made. As I said: I walk in these shoes on pavements & in my house. This should never have happened. It is a manufacturing/error problem.”
“I also requested that my problem be passed on to senior management as I am very unhappy about the way this is being handled.” etc etc
This was the response: “Hi Clarice, Yes, I am the senior manager; I review any claims that we feel aren’t a manufacturing defect.
Considering the shoes are 12 months old, and have been subject to external abrasion, we don’t find the wear to be a result of a defect.
We would be pleased to offer you a $50 voucher towards your next purchase via our website.”!!!!
And in my next response I said “I don’t know how the owners/senior operators of the business will be informed of your total lack of regard for complaints that have been made to you, but I think they should know. Maybe they need a new senior manager!”
Pretty disgusting customer service! I will not deal with this company again.

In May I bought Brooks shoes on the advice of the "expert' at Active feet. When I returned to the store in August to complain about the sole starting to delaminate I was treated very abruptly and told I must have abused the shoe and it was not likely they would be replaced. On the basis of a photo Brooks decided the shoes were not subject to claim. Will never buy this brand again, or deal with that store again

As I wanted new Brooks shoes, and you put these on sale for $70. I really thought I was buying a "Brooks" quality pair. They may be the most squeaky shoes I ever owned. I thought you were gonna just give a nice running shoe as you wanted to offer your customers a deal. Nope, you are discounting a squeaky shoe, that stretches so I have to stop exercising to retie regularly. You played me to get rid of them. I will buy a good shoe, but your greed just lost my business forever.

I was gonna order brooks shoes but after all these negative reviews changed my mind .I’m so glad I red reviews before I ordered.

I had an issue with a faulty pair of sneakers. I contacted customer service and they quickly agreed to send a new pair of shoes free of charge. Great service!

SCAM SCAM Ordered in March, still not received. Dodgy site. No address or contact details.

The threads on the ghost 12 is coming out. Very disappointed

I purchased a pair of Ghost 14's at a nearby shoe store. Hugely disappointed with them but I wore them plenty hoping I needed to break them in. I gave up. Emailed customer service with my frustrations. 48 hrs later, after sending them the required information, they responded telling me a different pair (which I requested) would be sent to me--and to donate the Ghost.
Excellent response!!!