Saucony Reviews 173

Shoe developed fault after two weeks of light treadmill use. They said to send them back for assessment. They later admitted faulty. No apology at any stage

Date of experience: June 03, 2025

HORRIBLE shoes! I bought one pair that was phenomenal. Comfortable, looked good, and a good price. So, what do I do? Like an idiot, I went out and bought ten pairs of them! Then, the popping started. The right shoe on every pair pops when I walk. It is so annoying and embarrassing. What a waste of money.

Date of experience: June 01, 2025

What crappy workmanship. First pair started to come apart. Replacements were the same. On the up side they were comfortable!
Never again.
The supplier, Start Fitness were outstanding with their Customer Support. Now have Pumas.

Date of experience: June 02, 2025

Useless. Ordered with next day delivery option and today is 4th working day and neither delivery or anyone comes back to me from customer service. They use Evri which is an absolute lottery if your parcel gets stolen or not.

Date of experience: June 24, 2025

Unimpressed with lack of support. Tried to do a return, copied the order number from their email and it doesnt recognise. No contact number/ no chat available after 3pm and email apparently takes up to 5 days for a response.
Such awful service. Firstly their return portal should work but if not at least have someone to contact. Wont be buying from here again

Date of experience: June 20, 2025

Terrible experience with Saucony customer service team, what a poor company. I bought a pair of Saucony Hurricane 24, did a couple of two mile runs in them, to which I experienced intense medial knee pain. I contacted customer service to explain my issue and they didn’t even offer to exchange for an alternative pair to meet my needs. Saucony don’t seem to give a dam about the needs of the end user and whether their product adequately meets their needs. Be aware of ordering Saucony products. I’m not stuck with an expensive pair of shoes that if I continue to use would cause a serious injury, this is so poor. Brooks and other companies offer trial period for their running shoes as they understand the importance of getting the right ones.

Date of experience: June 16, 2025

Paid extra for next day delivery, 10 days later no shoes 🤷‍♂️

Date of experience: May 11, 2025

Hugely disappointed with the delivery of my trainers and after sales support. The parcel was delivered with no one to receive them, and no evidence of delivery, no photo, no note.
The trainers were not there when I got home, and it’s been an impossible job contacting customer support. No response to my email, and none of the phone numbers are working.
What a shame that a good product has very poor customer service

Date of experience: May 02, 2025

Honestly, I wish I could give zero stars. I ordered the Kenivra Newent running shoes, and they are horrible. The foam is way too hard, offers no shock absorption, and ended up causing pain in my legs and hips. Worst running shoes I’ve ever worn.

I tried reaching out to their customer service for help, but no one responded. Even the live chat is always offline. Terrible support.

All I wanted was to either get a refund or exchange the shoes like other reputable 5-star companies would offer. Instead, I’ve wasted my money, time, and energy. Extremely frustrating and disappointing experience.

Date of experience: April 15, 2025

I would leave no stars if I could. Genuinely the worst customer service I’ve ever experienced. Live chat is always offline and therefore you cannot contact them without having to wait multiple days.

Date of experience: April 07, 2025

I purchased the Saucony Endorphin Elite 2, a carbon-plated shoe, expecting performance. What I got was a defective product and the single worst customer service experience I've ever had.

Product Issue:
During the very first run (a 12K at 5:25/km), the right shoe emitted a loud crack, audible to others. From that moment, the right shoe felt less responsive, far more flexible, and completely off compared to the left. I suspected a compromised carbon plate, which is central to the shoe’s performance.

TIMELINE OF FAILURE:
March 9 – I contact Saucony with a clear explanation of the issue.

March 11 – Thaina replies asking for photos. I respond the same day.

March 14 – Claire replies with a return label and says I will receive a refund once the shoes are returned.

March 17 – I make it clear: I do not want a refund, only reassurance that the shoe is structurally sound. I send two emails that day.

ZERO response for 9 DAYS.

March 28 – I follow up, frustrated and ignored. Now I’ve lost confidence in both the product and Saucony, and formally request a refund.

April 1 – I email again after no reply for four more business days.

April 2 – Adijat responds, saying Saucony doesn’t work weekends and that replies come within “2–4 working days.”

Let me be crystal clear:

Saucony took 9 business days to reply after my March 17 email.

Then took 4 more business days after March 28.

That’s 13 business days of silence—not 2–4.

At this point, I was gaslit, stalled, and patronized. I’ve had to chase them every step of the way. Despite returning the shoes exactly as instructed, I’ve still received no refund.

Staff involved:

Thaina – Initial response

Claire – Promised refund on return

Adijat – Excuse factory

This isn’t just about a shoe. It’s about incompetence, dishonesty, and outright contempt for paying customers. Their product failed. Their promises failed. And they failed to meet even their own basic communication standards.

I am now pursuing a chargeback via Monzo, reporting them to UK Citizens Advice, and making it my mission to warn every runner, athlete, and customer to avoid Saucony at all costs.

If you value your money, time, or sanity — buy elsewhere.

Date of experience: March 09, 2025

Deceptive marketing. They do not honor express shipping.

Date of experience: April 01, 2025

I ordered from Saucony and paid extra for next-day delivery on Tuesday morning, expecting the shoes by Wednesday. Instead, I was told they wouldn’t arrive until Sunday.

When I contacted customer service, I was informed that their system was not showing the correct delivery timeframe for next-day orders — something they’re “trying to fix.” So, I paid for a service that wasn’t provided.

Although I eventually received a refund, the whole experience was frustrating and a waste of time. If you need reliable delivery, I’d think twice before ordering.

Date of experience: March 20, 2025

The worst online retail experience ever, firstly the all white trainers I was sent had bright yellow stains on them. These are impossible to miss as they are all the way across the front of the trainer and should have never been sent to a customer in this condition.
After complaining I was sent a second class non trackable postage label to return the shoes with promise of a refund as soon as they arrive. We are now 10 days on from the postage date and the customer service team are ignoring my email's and I have no idea if my parcel has reached its destination.

If you are looking to purchase Saucony trainers, avoid buying direct. This has been a painful experience to say the least and I will be shopping with other reputable running brands going forward.

I now have no other choice but to contact my bank.

Date of experience: March 12, 2025

Evri lost the package and the Saucony customer service team has been very slow with replying to my inquiry. Their response times are 3-5 days, which seems below market standard. By the time they responded the shoes were out of stock, and they made no effort to suggest similar options.

Date of experience: January 28, 2025

I ordered ladies size 6 endorphin runners in a dusk colour. I received men’s grey size 9. Saucony apologised. I decided to try again to order the runners I wanted. I received a confirmation email including a photo of the shoes I ordered. Again to my disbelief I was sent men’s size 9 in grey.

Date of experience: January 24, 2025

Decent shoes, however build quality is not great, both trainers have sharp parts to the ankle area, which caused pain and bleeding.

Customer service is appalling. Both times I was spoken to in a very rude manner. Very slow response to emails 4 day wait.

Do better!

Date of experience: January 24, 2025

Whilst I haven't dealt with them directly, their shoes are second to none. Had three pairs of Rides now - great shoes!

Date of experience: December 30, 2024

Some good some bad. Ordered one pair of shoes arrived in 2 days. Ordered second pair still waiting……16days later. EVRI useless and Saucony not contactable. Not good customer service. I have asked for help but no response.

Date of experience: December 10, 2024

I bought the Saucony shoes and they happened to fall apart after two weeks of use. Brought them back to the store. Store is actively trying to contact Saucony representative for almost three weeks and being completely ignored. I ended up getting a store refund and will make sure this money will be spent on some other brand.
Not dealing with you customer service ever again.

Date of experience: November 28, 2024