ComplaintsforBrooks Sports, Inc.
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Complaint Details
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Initial Complaint
06/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered shoes and never received them. I asked for a refund multiple times. As a teacher, money is short for me. I need help with this.Business response
06/06/2024
Hi ******,
Thank you for reaching out to Brooks Unfortunately, based on your screenshot you shared with us, we're able to confirm that the order was placed with a fraudulent vendor. Occasionally, fraudsters create impostor websites and claim to sell Brooks products. Often the products are offered at significant discounts to entice you to purchase and share your payment information. They can be sophisticated. Although Brooks works hard to shut down impostor websites, be careful to only shop on legitimate websites. We do everything in our power to have fraudulent vendors shut down. Please contact your bank right away to prevent any unauthorized activity on your account(s) and to dispute any suspicious transactions.
Feel free to contact our Runner Experience team via phone, call **************, weekdays 6am-5pm PST, in case you have further questions!Initial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The toes of both shoes have rippedBusiness response
01/30/2024
Hi *******,
Thanks for reaching out! My name is *************************** and I'm a Senior Runner Experience Specialist with Brooks Running. I'm happy to help! I sent an email through my customer support system to start our warranty replacement process. To initiate this process, please reply to that message. Should you prefer to call us directly, to contact ************* via phone, call **************, weekdays 6am-5pm Pacific. Have a great week!Customer response
01/30/2024
Hello,
*************** to the message to get the replacement process started. Thank you!
Customer response
01/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and will start the warranty process.
Sincerely,
***************************Customer response
01/31/2024
Hi I am wondering if there would be a warranty for this complaint thank you!Business response
02/07/2024
We have reached out to this customer and resolved the issue. We were able to extend our Run Happy Promise and send a courtesy replacement pair of shoes. The customer responded enthusiastically, and we were excited to get them running happy again!Initial Complaint
11/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am a school teacher and since, Dec 2021, I have purchased 5 pairs of Brooks tennis shoes from Dicks Sporting Goods. These shoes are comfortable for walking/standing all day and I have never had an issue with them until the rubber outsole start coming apart on the right shoe and beginning to come apart on the left shoe. I purchased these shoes (order # *** on Dec 2021 in the amount of $151.54) around the same time so I would have multiple pairs to change into throughout the week. I don't often wear the purple shoes because I don't have a lot of purple outfits to wear so this has to be a defect. I have included a picture of the shoe tag, bottom soles, top profile and both side profiles. I also included my Dicks Sporting Goods purchase history showing order number and the cost of $151.54. I am sorry they do not include a detailed receipt if I purchase in store, they only show the location.Business response
11/23/2022
Thank you for bringing this to our attention. We are sorry this pair of shoes did not live up to it's name. We have a phenomenal return policy which allows you to try our gear out for your normal runs and walks, inside or outside. If they do not work, we offer free pre-paid return labels on orders to send them back within 90 days for worn items, and 1 year for unworn items. Even if you get them dirty or lose the box we can still take them back with our free labels via ***** or **** for a full refund or a courtesy replacement pair. We've reached out to the customer directly via email in order to make it right, and we can be reached from 6 am to 5 pm (PST) Monday through Friday at ********************************************************* or ************.Customer response
12/05/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
03/23/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Runbrks.top Brooks Running date: 11/01/2021 Order#LP20211101114688922 Total amount $49.00 I ordered a pair of shoes 11/01/2021. I never received my ordered. I requested a refund Jan25, 2022, Februrary 17, 2022 & March 23, 2022. As of today my message has been blocked.
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.