ComplaintsforASICS Canada
Shoes
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Complaint Details
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Initial Complaint
08/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased sneakers from Asics around 5 months ago and only wore them occasionally. The material of the shoe had started to break on top of the shoe. I filed a warranty with a receipt and all the required documents. The warranty was declined as they advised that it was normal wear and tear. I am extremely disappointed with the quality of the sneakers which were quite expensive, but also with the customer service. After requesting the email of the CEO of the company to address the issue, I did not receive any response from Asics.Initial Complaint
01/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased sneakers from Asics around 5 months ago and only wore them occasionally. The material of the shoe had started to break on top of the shoe. I filed a warranty with a receipt and all the required documents. The warranty was declined as they advised that it was normal wear and tear. I am extremely disappointed with the quality of the sneakers which were quite expensive, but also with the customer service. After requesting the email of the CEO of the company to address the issue, I did not reeve any response from Asics.Initial Complaint
08/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased asics shoes for my son. With two months of wears the shoes were damaged. My son owns 4 pairs of shoes and wears them all so they were not heavily worn. We have owned asics for years without issues. Asics is claiming the shoes are normal wear and tear when they are clearly a manufacturing defect. I want my money back.Initial Complaint
09/08/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
To whom it may concern, I have a few store credits that I received from returned gifts back in 2019. Due to the COVID-19 pandemic and shut downs or restrictions, I have not tried to use them till now. A few months ago I made a visit to the Asics store at Vaughan Mills to make use of the store credits. When I attempted to purchase some items with the store credits I was told by the cashier that I could not use them because their POS system was recently upgraded and that I would have to reach out to Asics Canada to have the credits transferred to the new system. I had no issue with that. The workers gave me a business card with an email so that I could reach out them. I sent an email to Asics Canada May 22 with the request to have my credits transferred. On May 25 customer service acknowledged my email and said my email will be forwarded to the correct department and someone would reach out to me. I didn't hear from anyone so I followed up on June 4 and finally received a response from customer service on June 14. The email said "We cannot assist you if your orders had been made from a store. We do not have a system to view. We can only assist you with orders that had been made online. We do apologize for any inconvenience this may caused." I phoned the store at Vaughan Mills to speak with a manager and explained what the head office said. The manager there said they would speak to their manager and escalate so that I could get the credits transferred from their end. I didn't hear back for a few weeks so I phoned the store again. The manager said they would follow up again and copy me on the email (which I did not receive). At this point I feel like there is no action being taken from either head office or the store itself. A customer should not have to forfeit their store credits because of an upgraded POS system. I would appreciate a resolution to this from either head office or the store. Thanks. JonathanInitial Complaint
26/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hi so I purchased a 2 pair of Mexico 66 white/blue and Mexico 66 black/white. So when I receive the package the Mexico 66 black/white was only In the package and the Mexico 66 white/blue was missing. So I contacted Asics Canada by email because thats the only way they can be contacted and then after 3 days they replied back saying I have to wait until Monday which I did and still didn't get my other pair. And since that day I have sent them at least 3 emails but they haven't replied back my order number is ***** ******* **************Initial Complaint
04/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Hello, I purchased an Asics Gel Nimbus 24D from Sports Experts on April 4, 2022 with a cost of $209.99 before taxes. After a few weeks I've noticed that one shoe has a manufacturing defect which creates high discomfort. I emailed warranty customer service for a few weeks and I always got the same answer, the shoe has no manufacturing defect, I was denied a replacement. I offered to mail the shoes on my expense to prove to them that the shoe has a manufacturing defect that can't be shown in a picture and I got again a NO response. Now I have a brand new EXPENSIVE Asics pair of shoes that rest in my closet and can't be used.Initial Complaint
25/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
From: ***** ***** Sent: Tuesday, May 24, 2022 9:38 AM To: ACA WarrantyInitial Complaint
18/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a pair of the Asics Kayano 28s (womens), on March 3, 2022. I've been buying kayanos every year (or more) for well over 15 years and I usually love them. However, I noticed right away when I put this pair on, that the right sole felt off, like the sole was deformed and rolling my ankle outwards. I thought it may just be the insole so I've tried moving that around and have worn them only a few times because I'm noticing that they are making my right knee hurt. This is certainly a manufacturing defect, and I submitted a warranty claim on May 11th with all of the information they required, along with a video of how the shoe is misshapen, because it's hard to see it in a photo. I heard back from them on May 13th stating that it isn't a manufacturing defect and they won't do anything about it. I'd like to understand what they think it is if not a manufacturing defect?! I also bought this identical pair of shoes last September (2021) and have been wearing them for 7 months - they are totally fine. So the new pair is definitely off, and Asics won't take responsibility at all. Unfortunately for them, they are going to lose a customer of several decades... I can't believe their response to this.Initial Complaint
22/02/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have been a customer for 15+ years. I have bought 20 pairs of shoes from you. I recently bought your newest asics Kayano 28. The pair was faulty. Yoiu senbt me another pair, that paiur was faulty. There is a serious design flaw in this product line. **** ** * ***** ******* *** ****************************************************************** I sent a registered letter to your corporate address. It was ignored. I sent multiple ******** messages, they were ignored. Now all my emails are ignored. *** **** ********* **** *** ***** ******** ******* ** ****** **** **** **** *** * **** ****** **** ***** **** *** **** **** * *** *****. I need a manager to take ownership of this, send me another pair of new shoes and figure out whats going on with your Kayano 28's. ****** ***** *** ***** *** ********Initial Complaint
14/02/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On January 18th I made an online order on Asics canada for $822.64. I ended up returning the other through mail. The order number is ************* and the return tracking number is #****************. Now, I've returned my order well over 2 weeks ago and still haven't gotten my refund. When I tried to call them, they didn't have a number and only worked via email! When I emailed them, they simply replied with a generic email stating there are delays due to Covid-19 and they are waiting an additional 14 days which is ridiculous! This is not correct business, according to their website: (*********************************************************) "Once received, please allow up to two business days for your return to be processed and 3-5 business days for the refund to reflect on your account." They also stopped answering my emails! They can't just change policies like that when they advertise something completely different. They've had my return for weeks now. I just want my refund now
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Contact Information
101 rue des Abénaquis, Suite 201
Sherbrooke, QC J1H 1H1
Customer Complaints Summary
13 total complaints in the last 3 years.
2 complaints closed in the last 12 months.