Had an unfortunate experience of buying faulty Leki poles which I needed to return. The customer experience through this frustrating time genuinely made me think alot of the sports shoes brand. I've b... See more
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Ordered some Saucony trail shoes which came up much smaller than anticipated. Used their ZigZag returns via Evri for an exchange (£4.50). Shoes got misplaced by the courier, but after the 7 working da... See more
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Great website. Loads of great products, something to suit everyone. My purchase of Hoka Cliftons is fab. Lovely product. Fits well & so comfortable. Purchase was easy & delivery very quick & e... See more
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My recently purchased walking boots leaked after only a few weeks. Customer services were easy to contact by phone, and Abi dealt with the returns process rapidly and efficiently – a replacement pair... See more
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Company details
- #27 of 40 best companies in Running Shop
- #67 of 124 best companies in Activewear shop
Written by the company
SportsShoes.com, the UK's number 1 Run, Gym & Hike retailer. We specialise in footwear and apparel for beginner enthusiasts to elite level athletes. Our teams work tirelessly to make our customer experience better and better so people can choose the right shoes and apparel to achieve their fitness goals.
Contact info
SportsShoes.com, The Park, Jubilee Way, BD18 1QG, Bradford, United Kingdom
- +441274 530 530
- customerservice@sportsshoes.com
- www.sportsshoes.com
4.5
Excellent
108k reviews
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Reply from SportsShoes.com
We're so glad to hear your parcel arrived safely and as expected! Thank you for taking the time to share your positive experience.
When it goes wrong, service is poor
Wanted to really have a good experience, but the item I got from them has a hole after a few wears and it is ‘accidental’ according to rhem, so won’t do anything about it. £55 for a shirt worn 10 times to have a hole in is awful. Clearly good if it goes well, when it goes wrong service isnt there.
Edit: order number was 21529317
As mentioned to the agent, for the cost of the item I would not expect a hole to be that easy to be made in the item, as is being suggested. Customer service seems to lack in understanding of the cost of an item and the quality you expect. It’s disappointing. Avoid, as if anything goes wrong you don’t get help or there’s a cost to you to return.
30 June 2026
Unprompted review
Reply from SportsShoes.com
Good morning, Jack,
Thank you for providing us with further details. We’re sorry to hear that you were disappointed with the outcome of your warranty claim and appreciate how frustrating it must be when an item does not perform as expected.
After reviewing the picture you provided when you contacted us, and discussing the matter again with my manager, we’re unfortunately not able to change our original assessment on this occasion.
We understand your concerns, especially given that the item had only been worn a number of times. However, the item had been in your possession for almost two months when you contacted us, and after taking a closer look at the details provided, we determined that the damage appears to be consistent with accidental damage rather than a manufacturing fault.
The reason for this assessment is that the cut is not located near a seam or an area where a manufacturing issue would typically occur. The appearance of the damage, including the jagged edges of the hole, is more consistent with the item being caught on something such as a branch or another sharp object, resulting in an accidental tear.
We appreciate that this is not the outcome you were hoping for, and we’re sorry for the disappointment caused. If you do not agree with our assessment, you are welcome to return the item to us for further inspection by our team, following the instructions provided by our customer service agent.
Thank you again for your feedback, and we’re sorry that your experience has not met the standard you expected.
Kind regards,
Kasia
Charging for delivery and returns is uncalled for.
Whilst the company offers an extensive range of running shoes and equipment, the liberty of charging you for postage on a pair of shoes north of £150 is shocking. Then to top it off they didn't fit right so I was charged ANOTHER £4.50 to return them!
22 June 2026
Reply from SportsShoes.com
Good morning, Stephen,
Thank you for sharing your feedback with us. I’m sorry to hear that the shoes didn’t fit as expected and that the return charges caused frustration.
We do our best to support customers in making the right sizing choice by providing tools such as our "What is my size?" guide, tester recommendations, and customer reviews that often offer helpful sizing insights. However, as sizing can vary due to personal preferences and individual foot shapes, the final decision rests with the customer.
We appreciate that delivery and return fees can be disappointing. Please note that our returns policy, including the fact that we do not offer free returns, is clearly outlined on our website before purchase to ensure transparency. Since your entire order has now been returned, the original delivery charge will be refunded in accordance with our returns process.
Thank you again for your feedback; we continually review our policies to keep them clear and fair for all our customers.
Kind regards,
Kasia
Easy to order from this website
Easy to order from this website. Delivery was ok, but why use evri? They generally give a prompt time for delivery, but usually change it to a future date, as they did this time. Royal Mail are far more reliable at delivering parcels on time and to the right place.
The items arrived were as ordered and the returns option was easy but expensive.
26 June 2026
Reply from SportsShoes.com
Good morning, Moira,
Thank you for taking the time to leave your feedback. We’re sorry to hear that the changing delivery notifications from Evri were frustrating — we appreciate how inconvenient this can be when you’re waiting for your order.
With that said, we’re pleased to confirm that your order arrived within the estimated delivery timeframe of 2 working days, which is great to hear. We understand that the delivery updates can sometimes be disappointing, and we appreciate your comments regarding your courier preference.
Should you have encountered issues with Evri deliveries in your area before, please be aware that we also provide delivery options via Royal Mail. If you wish to request a change of carrier, please contact our customer service team immediately after placing your order, either through live chat or by calling 01274 530 530, Monday to Friday, between 9 AM and 5 PM, and they will be happy to arrange this for you at no additional cost.
Regarding returns, we’re pleased that you found the returns process easy to use. We’d just like to clarify that our returns are not free, and this is clearly outlined on our website before an order is placed so customers can review the policy before completing their purchase.
Thank you again for your feedback — we appreciate your comments and will continue working to improve the overall customer experience.
Kind regards,
Kasia
Great experience
Great experience ordered - two pairs of the same shoe to get correct size. Fast delivery and super easy return with a quick refund. Free socks was a lovely touch.
9 June 2026
Reply from SportsShoes.com
We're so glad you had a great experience with your order! We appreciate you mentioning our fast delivery, easy return process, and quick refund.
Excellent
Very easy to navigate web site. Great choice and good prices. Ability to link Vitality account to get good discounts and coupon codes is also great. Once ordered, many payment options available, delivery was very quick, with updates of progress and delivery date and time. Well packed, shoes arrived as expected, great product, will buy again.
28 June 2026
Reply from SportsShoes.com
We're so pleased to hear you found our website easy to navigate and appreciated the great choice and prices! It's wonderful that our delivery updates and quick service met your expectations. We look forward to your next purchase!
New Balance trainers delivered quickly…
New Balance trainers delivered quickly and got them for a decent price! Happy with the service and quality of goods.
27 June 2026
Reply from SportsShoes.com
We're so pleased you received your New Balance trainers quickly and at a great price! We're delighted you're happy with both the service and the quality of your goods.
Overall a great experience
Shoes in stock, the ordering was simple and delivery was swift. What more can you ask ?
Thank you All :)
16 June 2026
Reply from SportsShoes.com
We're so pleased to hear that you found our ordering process simple and that your delivery was swift. Thank you for your wonderful feedback!
Excellent Customer Service
I ordered a pair of Merrell shoes however they were too tight a fit so I opted to return them. The return process was quick and efficient. Contact was made by Beth O'Brien from SportsShoes and she assisted me in ordering an alternative shoe. Excellent customer service as usual.
30 June 2026
Unprompted review
Reply from SportsShoes.com
Good morning, Pete!
Thank you for your 4-star review and for sharing your experience with us. We’re pleased to hear that you found the returns process quick and efficient, and that Beth was able to assist you with finding an alternative pair of shoes.
We’ll be sure to pass on your kind words to Beth — it’s great to hear that she provided the excellent customer service we aim to deliver.
Thank you again for choosing us, and we hope you enjoy your new shoes!
Kind regards,
Kasia
The purchase experience is excellent as…
The purchase experience is excellent as is the returns service. Had to use this twice now and it is easy to use with a good choice of ways to return items. Have only exchanged shoes but I’m sure the refund will work just as well.
29 June 2026
Unprompted review
Reply from SportsShoes.com
We're so pleased you found your purchase experience excellent and appreciated the ease and choice of our returns service. Thank you for your positive feedback!
Easy to use website with many choices
Easy to use website with many choices. Great prices and very prompt delivery. Was informed and kept up to date with where my goods were and when they would be delivered. Great service.
28 June 2026
Reply from SportsShoes.com
We're so pleased you found our website easy to use with many choices, great prices, and prompt delivery. We appreciate your kind words about our communication and great service!
Yet to receive goods.
28 June 2026
Reply from SportsShoes.com
Good morning, Mr Griffiths,
Thank you for your feedback, and I’m very sorry to hear that your recent experience with us was not as expected – please accept my sincere apologies. After reviewing your order, I can confirm that you chose express delivery at checkout. Our express service guarantees delivery within two working days for orders placed before 5 PM Monday to Friday. Your order was placed on Friday 26th after 6 PM, dispatched on Saturday, and delivered on Tuesday 30th, which falls within the promised timeframe. I also note that you have requested an exchange for this order, indicating that you have received the goods. Thank you for giving us the opportunity to clarify this for you.
Kind regards,
Kasia
Shabana was incredibly helpful with my…
Shabana was incredibly helpful with my price match request, and the team at SportsShoes responded almost immediately. Excellent customer service from start to finish – I highly recommend them!
30 June 2026
Unprompted review
Reply from SportsShoes.com
We're so pleased to hear you experienced excellent customer service from start to finish with your price match request! We appreciate your high recommendation.
Quick and reliable.
Quick and reliable.
Only negative, when paying over £200 for trainers, would be nice if delivery was free
28 June 2026
Reply from SportsShoes.com
Hi, Ailsa!
Thank you for your 4-star review and for your kind words. We’re pleased to hear that you found our service quick and reliable.
We appreciate your feedback regarding delivery charges, especially on higher-value orders. We understand that free delivery can be an important consideration, and we’ll be sure to share your comments with the team as we continue to review our customer experience.
Thanks again for your support — we really appreciate it.
Kind regards,
Kasia
Reply from SportsShoes.com
We appreciate your positive feedback! We are so glad you valued our service and prices.
Reply from SportsShoes.com
We appreciate your positive feedback! We are glad you valued our prompt delivery and very good price.
best online customer experience
Honestly one of the best online customer experiences i’ve had, super long returns window and super easy returns / exchange portal to use, when my replacement size was out of stock the customer service team (Simon Nixon and Shabana) were very quick, communicative and helpful. Item was great too, with a good price and discount, and quick shipping. Would 100% recommend.
30 June 2026
Unprompted review
Reply from SportsShoes.com
We're so happy to hear you had one of the best online customer experiences! It's great that our returns and exchange process was easy for you, and that our customer service team was quick and helpful. We appreciate your recommendation!
Reply from SportsShoes.com
We're so pleased you found ordering very easy and delivery very quick, with no problems. Thank you for your kind words!
Quick responses and solved issue with…
Quick responses and solved issue with shoes quickly
24 June 2026
Reply from SportsShoes.com
Hi, Sam!
Thank you for your 4-star review. We’re pleased to hear that our team responded quickly and was able to resolve the issue with your shoes.
We appreciate your feedback and are glad we could help. Thanks again for choosing us, and we hope you enjoy your footwear!
Kind regards,
Kasia
Grateful for Ryan’s Outstanding Customer Service
I wanted to leave a review specifically for Ryan at SportsShoes.com, who has been incredibly helpful and patient throughout a very stressful experience.
Within three weeks, two of my parcels were lost by Evri, which made the whole ordering process extremely frustrating and upsetting. At one point, I was very close to tears, especially after struggling to locate order details and trying to resolve the delivery issues through different channels.
Thankfully, I managed to speak with Ryan from customer service, and he was the only person who really took ownership of the situation. He helped arrange replacement deliveries through Royal Mail, rebooked the parcels, followed up properly, and is now helping me with the refund for the shoes I am returning.
I have been shopping with SportsShoes.com for more than 10 years, and I have never experienced anything like this before. I do think the company would benefit from reviewing or changing its courier service, as two lost deliveries in such a short period is simply too much for a loyal customer.
That said, I am genuinely grateful to Ryan for his kindness, patience and professionalism. I also come from a customer service background, so I know how difficult it can be to deal with stressful situations and upset customers. Ryan handled everything with care and made a very messy experience much more manageable.
Thank you, Ryan — your help really made a difference.
30 June 2026
Unprompted review
Reply from SportsShoes.com
We are truly grateful for your detailed feedback and for taking the time to share your experience. We understand how incredibly frustrating and upsetting it must have been to have two parcels lost, especially after being a loyal customer for over a decade. We acknowledge the significant stress this situation caused you, and we sincerely regret the difficulties you encountered with your deliveries.
We are, however, very pleased to hear that one of our team members was able to provide the exceptional support you needed during such a challenging time. It is wonderful to know that their patience, professionalism, and dedication to resolving your issues made a tangible difference. We are always striving to ensure our customers receive the best possible service, and your kind words affirm our commitment.
We also appreciate your valuable suggestion regarding our courier service. We are continuously reviewing our processes and partnerships to ensure we provide the most reliable delivery experience for all our customers. Your feedback is instrumental in helping us identify areas for improvement, and we assure you that we are taking your comments seriously. Thank you again for your understanding and for highlighting the positive impact of our team member's assistance.
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