Hardloop Reviews 17,618

Product arrived quickly and exactly as ordered.

Great choice of product, great prices and amazingly fast delivery.😊

Very good quick delivery at a great price

Hardloop is a legit website/store, ordered a Patagonia R2 techface jacket at a lower price versus some other store. Smooth transaction from placing an order until you received your item. I’m extremely satisfied.

The worst experience I’ve ever had in my life, order to a drop off point and no QR code or digital code issued. I ordered the goods in good faith with a a 2 week delivery. Up shot they never provided by details to their courier and therefore the courier could not send me the codes required.I could not collect my goods despite over 30 phone calls to hardloop, they are disorganised and don’t care. Use EKO sport or Gliisshop and they are far superior and know exactly what they are doing. I eventually reordered through EKO sport and goods arrive promptly with excellent communication. Hardloop need to look at their Custer service, no apologies no compensation, they simply don’t care. I’m sure they will try and respond with some form of lies below but do not believe them. DO NOT USE them,

High standard customer service, communicative, showing empathy and creative problem solving, notably Mathilde and Theo. Thank you!

I'm having the most awful customer service experience with Hardloop.
I placed an order of £150 and apparently the didn't get the paperwork right so it was held by Chronopost. When I contacted the customer service they did not even contact Chronopost but just sent me a lot of smilies instead.
I've asked for a refund of the order but am now not getting any response from Hardloop via email or phone. While there is a phone number on the 10 occasions I've called nobody has ever picked up.

This company is clearly a scam and I wouldn't want others to have the same experience. I will need to try and get my £150 back from the credit card company.

@Romian - yes after 10 unanswered emails and 8 phone calls to which nobody picked up I eventually got my money back.

It doesn't change the fact that Hardloops customer service is terrible and you've wasted so much of my time. To be clear, all errors were made on Hardloop's side - you didn't provide the accurate documents and hence the order got stuck. Unless I had contacted the courier I doubt I had got my money back.

Advice: Donor not go through the trouble of buying anything from Hardloop.

Responses; start ny making sure you respond to emails and that it's possible to get through via phone to your customer service. Should be an easy fix, shouldn't it?

Response: Theo - I strongly disagree with your answer. I've worked in customer services for more than 30 years and Hardloops "customer service" is barely worth the name.

To be clear, Romain ignored to respond to multiple of my emails. In addition, I wasn't able to get through a single time to your phone, line even though I tried in excess of ten times.

Hence, I'd simply advise anyone else to get their products elsewhere. Hardloop had multiple opportunities to get this right and you did not cease them. Having a good customer service is the foundation of any serious, reputable company.

Reasonably priced, very fast delivery. Thanks very much

Exactly what you want from a company and delivered by DPD with a one hour time slot.

Don't get fooled by their "Free delivery over 100e". My total bill was 400e and it turns out I still have to pay 4e delivery, as their "free delivery" means they deliver for free to a collection point.

Also, "Free returns" mean they don't charge you for RETURNING THEIR ITEMS, but you still have to pay for the postage. And that information is very well hidden.

Delusional company. Their marketing department should be fired. I guess I will order my 400e worth items somewhere else.

Shocking service! I ordered products on 3 Feb, paid for them and they don’t tell you they have no stock. Asked for delivery to a drop box in Netherlands. Waited till 18Feb on which date I get told to contact the company as I have refused delivery - really! Not possible when the delivery is going to a drop box. Send 4 emails and ZERO response from anyone at Hardloop. Now to figure out how to get my money back. Disgraceful!

The Product arrived Brand new and really fast shipment. Recommended!

I ordered A Rab jacket for £80 and it arrived as promised in the picture back in November 2024. The word RAB has now peeled off and under the arm has frayed. Please can you issue a full refund on this product please ?

I ordered a pair of climbing shoes on the 4th of February. They were advertised as being delivered by the 11-12 of February.

I received the order confirmation the same day, and they withdraw my money the day after.

I still have not received a shipping confirmation, and i did not receive my climbing shoes either.

*Update: I received the parcel on the 19. February. 7-8 days after the last delivery date. Not shopping here again

Product was OK but too small. Bigger was not avsilabked at your site so I cancelled the purchase and bought them somewhere else

Excellent and super fast customer service, lovely products, good prices!

paid the money but no order confirmation, and no one answered the call. Very unreliable

When I placed my first order with Hardloop, I was given a delivery date. When it became clear that this date would not be achieved, I contacted customer service. I was told it was out of stock. Early on the day of delivery I received various confusing delivery notifications, I contacted customer service with my concerns. Later that day it was confirmed, that it had been taken to a delivery collection point, they said because of a failed delivery attempt. As we have security cameras it was easy to prove that no delivery attempt had been made. Rather than resolve the situation with their courier, Hardloop repeatedly told me, I should go to collect it. I could not do this and I was not obliged to do so, as I paid for delivery to my home. I gave Hardloop every opportunity to resolve the situation with their courier, but they simply said, they could not contact their courier. I gave them a deadline, but as they did nothing, I reordered from Zalando who delivered in 2 days for less money, how simple it can be.
Hardloop then told me that their policy for a full refund required the item to be returned, when I asked for a copy of this policy I was referred to the conditions for returns, however this is not a return, as I never received it. I pointed this out and now they stopped answering my emails. Yesterday after 6 weeks they told me the parcel was collected from the delivery point, they have not explained how as a QR code and ID was required for collection.
I have called them on 2 different numbers today, eventually a recorded message says no one is available, it also says you can leave a voicemail, but you are cut off before you can do so. It is now 6 weeks and I have still not received a refund,
I have today contacted Hardloop via their website requesting that one of the company founders contact me by phone. This request has been denied.

Update 23/01/2025 I have now received a full refund. My advice, would be not to use Hardloop, however if you find yourself in a difficult situation, I suggest you contact their directors directly. Customer service talk the talk, but unfortunately they do not walk the walk. By the way they flag 92% of negative reviews.

Update this review has been flagged in an attempt to have it removed.

Update following reply from Hardloop.

As anticipated, their reply mostly pays lip service and is without substance.
For example, “Rest assured, we are doing everything possible to ensure such situations do not happen again in the future”.
It would be more meaningful to tell us what you have done. Looking at past reviews it appears that you routinely offer immediate shipping on items which are not in stock, this has remained unresolved for some time.
More concerning are the statements which are factually incorrect, I would like to flag these with Trustpilot.
“Several solutions were offered, including a refund of the delivery fees and additional compensation, but these were unfortunately not accepted”.
This is incorrect, several solutions, were not offered.
I was offered a refund on the postage of €4.95, however I had already told you that I would not collect, as I was not obliged to and that you needed to make your courier do their job.
It would also, not have covered the cost of my time and expenses.
No additional compensation was offered.

You withheld my refund for more than 6 weeks without justification and without compensation.

Very poor indeed.

I placed an order two weeks ago, and according to the initial email, I should recieve the product now. However, as of today, they haven't even shipped it, no updates whatsoever. I politely asked them, as the expected delivery date is tomorrow, and I was met with a rude response. They told me I should not contact them again about this, although it was my first time asking them for an update, since i did not got any since the date of order.

This is an incredibly slow and frustrating process, especially when clear communication and proper customer service are lacking. I won't be ordering again from this company.

Very disappointing shopping experience. Unrealistic delivery times, ordered climbing shoes more than 2 weeks ago and have not received a tracking update yet. Very hard to get in touch with customer support, no phone and it takes days to get a response through email.