Altrincham Runner Store in Altrincham

Reviews

1. S O ★☆☆☆☆

   I purchased a pair of Hoka shoes from this store in December. I called out to the sales person at the time of purchase that the shoes felt slightly narrow however I was told they would give. Hoping the shoes would give, I continued with the purchase and returned home. Wanting to address my niggling doubt, I tried the shoes on again at home that evening and regrettably decided that they are just too narrow - an impulse purchase admittedly. Looking for options, I visited the Hoka website and discovered that a wider fit was available in the same shoe. I was surprised as the store person did not mention this at the time. Whilst in the store, I asked if the shoe was waterproof and was told ‘only showerproof’. Looking on the Hoka website that evening, I noticed Hoka offer a goretex version in the same shoe. I can only assume the sales person did not know the brand well enough as surely they would have suggested that Hoka do offer alternatives, in both fit and material. The following morning I phoned the store to ask if they could exchange for the wider fit however I was told that they are unable to source from the wholesale distributor, they can source retail stock only. As the store cannot offer an alternative trail shoe of the same brand, only other brands, none of which I thought were right for me when I tried in-store, I asked the store for a refund and was flatly refused, reciting their 'fair policy', displayed at the till. Apparently refunds are offered on online purchases only, just not in-store. I escalated details of my predicament to the head office in Birmingham, only to be told the same - exchange only. When I queried with why the store only offer a 14 day exchange on unused shoes, yet Hoka themselves offer a 30 day return on shoes, including worn shoes, I was told that there isn't profit in it for them (I didn't expect they call out profit before customer satisfaction!). Besides offering an exchange, in my honest opinion, at no point have Altrincham/Birmingham runner helped me resolve this and I am now left with no option but to accept a credit voucher. At the very least I would have thought, and did suggest to head office, that they could pick up the phone and have a conversation with Hoka to see if they can help in anyway. Not surprisingly, this suggestion was ignored/never addressed. I believe it is more important than ever to support your high street however regrettably I cannot recommend this company to anyone. Where is the incentive to visit the store when they cannot match their returns policy offered online? If you choose to support this company, it makes sense to buy online so that you at least have a returns policy to cover you should there be any reason you wish to return your purchase. This company promotes itself as a specialist store for runners, in my opinion they really need to up their game and look after their customers better. I travelled 1 hour to visit the store in person believing that I would receive 'professional' advice and customer service and frankly, I feel totally let down. This review is written with transparency and honesty, I encourage others to do your own research but pay attention to the other reviews regarding in-store returns. Update - I have today visited Run North West in Wilmslow. The service was excellent, the staff very knowledgeable and helpful. There is more stock (men’s running shoes) available in store than at Altrincham Runner (i.e. I was able to try Hoka wide fit and Goretex options). In the end I came away with a pair of asics (not the damn Hoka’s after all that!). Super pleased I now have the right shoes and happy I travelled to Wilmslow for the professional service offered by Run North West.

   1 year ago
2. Seonid Blythe ★★★★★

   Mu husband and I have only just started running and we were advised by more experienced friends to make sure we got our footwear right from the start. He Googled for nearby running stores and this one came up first and the reviews were excellent. We took a chance and was not disappointed. Gemma was friendly and extremely helpful right from the moment I entered the store. She didn't judge me for being a newbie and clueless about footwear. We did a gait review which was the first time I'd ever run on a treadmill. Again only kindness and encouragement from her. She showed me the video and explained what kind of support my feet needed. I tried several different trainers on with no pressure on which to choose. Excellent customer service, I'll definitely be back when these wear out. Thank you.

   1 year ago
3. Chris Heeks ★★★★★

   Excellent service, ordered a pair of Sole insoles which were on offer at a great price, ordering process was swift and good order communication too, delivery was fast as well. Had to make contact as I had ordered the wrong size, spoke to Gemma first and had to call back and spoke to Abi, both were brilliant and helpful, would definitely use Birmingham Runner / Altrincham Runner again based on my first time experience.

   almost 2 years ago

1. Chet S ★★★★★

   Really knowledgeable and helpful service. Following a gait analysis the assistant recommended several suitable trainers in different price ranges and ensured the fit was correct. Being able to test them on the treadmill was really useful. In terms of price they were competitive even with online stores such as Amazon for the items I purchased.

   almost 2 years ago
2. Ellie marland ★★★★★

   Visited the store to buy new running trainers as I was experiencing foot pain. Charlotte and the team were truly amazing. They took time to try many different shoes but the best thing was the detailed knowledge of all the brands and the problem I had. Using gait analysis we found the right shoes. We were not rushed and they were so patient letting me try loads of pairs on the treadmill.

   almost 3 years ago
3. Paul Grainger ★☆☆☆☆

   Bought a pair of brooks ghost in here. Good customer service however 3 weeks later I get a flier through my door ..sale £50 cheaper. Will do my research next time.

   almost 3 years ago

1. heather mills ★★★★★

   I wish I could give 9 stars! Popped in with my nearly 2yo yesterday. They had a great selection of trainers, however being a bit of a novice I thought to myself there's no way I can justify them? Spoke to a lovely member of staff Paul, who asked me what size i was, i told him i was a 4.5/small 5 and that ill often get my shoes from childrens sections! When I told him about some of the things that can happen when I'm wearing my trainers he said they sound too small!! And that I'd be better with a bigger size. I nearly walked out. I tried on a few 5s and surprise surprise they were snug!! I tried a pair of 6s and they fit like a glove. Paul suggested I have a gait analysis, which I did and the results suggested I'd be best off with a shoe with more support. My toddler didn't like me being on the treadmil and got upset! another member of staff Pauline played with him and calmed him, she was great! I ended up buying a pair of "on cloud runners" in a 6. Tested them out this evening and OH MY HOLY MOLY!! they are THE most comfortable trainers/shoes I've ever worn in my life! My feet feel like they're in heaven. I feel faster?! Bouncier, lighter and like I have more GO!! They were initially out of my budget, but I'm so so happy I stretched that little bit further because they are worth every penny!!! Will definitely be returning to Altrincham Runner for brilliant service and great products. I've suggested my oh go and I'll be recommending them to everyone! Also invited to join their running club! Free and for people of all abilities. Normally not my thing but i think going to give it a go!

   almost 4 years ago
2. Matthew Rogers ★★★★★

   I'd been having some problems with my new running trainers, so went here to go and discuss what might be happening. The staff were really friendly and helpful. They looked at the problems and made some really good suggestions, and let me try. Great customer service and worth a visit if your looking for experienced support with your running equipment.

   almost 4 years ago
3. Nav Singh ★★★★★

   When you consider the lottery of ordering on line, Altrincham Runner provides an excellent service where you can physically try the trainers to find the right set of trainers for your feet. Yes it may cost more, but you cannot replace the human experience with the lottery of the on line marketplace. The staff are very knowledgeable and helpful. We need independent businesses like the Altrincham Runner to give the customer more options in the real marketplace.

   almost 4 years ago

1. Martin ★★★★★

   A local running shop, woo hoo! My first visit today, really friendly, helpful and knowledgeable staff, treadmill to try out the shoes, loads of choice for road shoes, limited choice for trail shoes (but they haven't been open that long so hopefully that will improve), big selection of clothing and all sorts of accessories, mens and womens, sensible prices with quite a lot of stuff on sale with a good discount (went for shoes but I left with 2 tops and shorts too). Get down there and check it out, I hope we will see this business thrive.

   more 6 years ago

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