Tracksmith Reviews 21

Terrible/no customer service.
Bought a tee-shirt that is a medium, but too small. Want to return it for a large or ideally a credit note/refund and have been totally ignored, despite several emails.
Delivery ticket says returns fine for 30 days, but no way to return it!

Date of experience: January 13, 2025

Unfortunately had to do a return, did like the quality. The return went a bit askew as I started getting emails (after the return was completed and refunded) saying essentially you're running out of time to return your item. Which means their returns need a tweak as that was a little bit alarming.

Date of experience: January 11, 2025

ORDER 901321

On the 2nd November 2024, I ordered 3 items for £350 in good faith and written confirmation from Tracksmith that the amount I paid included all duties and vat. Then I received a invoice for £131.40 from DHL for duties and charges. I emailed Tracksmith on the 5th November to ask them to contact DHL and sort out the customs paperwork that Tracksmith had incorrectly completed. 30 emails later and 7 weeks passed with the useless customer services doing NOTHING. I have now opened a Paypal case and asking for the £131.40 so I can pay DHL, as they are now threatening legal action against me for the non payment of the duties and vat! I will not buy again from Tracksmith and I would recommend you do not also if you are from overseas. The time and effort I have wasted on this issue. My bill to Tracksmith would be in the £1,000's.

Update 29-12-2024. I was forced to pay the DHL charge of £131.40 or be prosecuted. Tracksmith refused to take responsibility and admit they made errors in the custom paperwork.

DO NOT BUY FROM THIS COMPANY

Date of experience: November 02, 2024

I ordered 2 versions of a T-shirt and whilst the packing label indicated 2 had been packed, only 1 was sent. I’ve now tried 5 times to contact them and have had no responses. I do like their kit. I’m not sure whether this is deliberately fraudulent (complete lack of response suggests so) or is just the sign of an overwhelmed customer support team. If they could actually fulfil orders I would
Order more. I’m to worried about
Losing more money to them to place another order.

Date of experience: October 29, 2024

SCAM!!! The package is "sent from China" therefore it took 4 weeks to "arrive". Once they say it has arrived, they send you a "tracking" platform (which I have never seen) that says its been delivered, but NO local post office knows about this "tracking service"..

I need a solution, either my t-shirt or my refund...

davidATevipservices.com is my "customer support" which hasn't helped me solve it, only "Check with neighbours, check with local post office, etc"

Date of experience: October 25, 2024

Great quality and quick delivery

Date of experience: September 04, 2024

I encountered a frustrating experience recently with three orders placed within a short span of three weeks. I received news that the item I purchased was not able to be located, making matters worse as only certain items from the order arrived. I did not want a partial kit. Trying to initiate a refund turned into a painful process, aggravated further by the website's failure to recognize the Order Number. Despite reaching out to Customer Service, I have received no response for over a week. I believe that if a company offers 'High-End' products, they should deliver 'High-End' Customer Service. Although the products themselves are of top-notch quality, the overall experience could be exemplary if the same level of effort was invested in their operations.

Date of experience: May 01, 2024

I felt quite gutted that I wasn't sent the item I'd purchased as I was told after reaching out (after 20 days!) that it wasn't able to be located. Ideally I'd have liked an equivalent replacement item sent but was instead offered a 20% discount which didn't come close to the item I'd bought or cover the inconvenience. The shops and staff are fantastic though.

Date of experience: April 10, 2024

Hey thanks a lot for the vaucher of the pr( personal records) . I think it’s a really nice way to keep customer involved in your brand . Plus I would like to add that I m super happy with all the items I purchased . Great quality and great cut . I wish you are gonna keep the quality as good as it is .
Long life to tracksmith :)

Date of experience: March 19, 2024

!!!!!! BEWARE OF THIS COMPANY.
THEY SENT ME COMPLETELY DIFFERENT GOODS AND DO NOT COMMUNICATE AT ALL, NO SUPPORT, NO ONE TO CONTACT. VERY BAD, BEWARE. !!!!!!!

Date of experience: December 21, 2023

Terrible customer service and website. Their site cannot process a simple return request and I've been waiting over a week to hear a response from their customer service. This is unacceptable for an outlet that charges $300 for a pair of snickers and $100 for a t-shirt. If they want to follow Rapha's model for "high-end pricing", the also need to follow their model for "high-end" customer service.

Date of experience: November 30, 2023

Have spent thousands on their kit. It really is that good. So why only 3 stars?
1 - The website is useless on mobile and tablet. Freezes, crashes and generally unusable.
2 - It's not much better on desktop.
3 - Their fraud system routinely cancels your orders. It's a massive pain and the only way around it to order off wifi.
4 - The customer service is non existent. Been messaging a week with "where is the order, why it it sat at unfulfilled". Nana. Nowt. Zilch.

So - amazing kit. If only they put as much effort into everything elese.

Date of experience: December 01, 2023

I ordered some items from their website on Saturday. They sent me one item from the order on Monday, and didn't tell me the rest of the items were out of stock until Wednesday, by which time all other sizes had gone out of stock as well. Tracksmith need to fix their stocking system.

Date of experience: February 16, 2023

Ordered on Monday for international shipping and instantly received a text with an ETA on the following week which is standard for international shipping, received my gear that week! & they honoured a discount code which didn’t come through on the website..thank you!
I was a little hesitant given the price but glad I purchased now, having ordered the session shorts and session T-shirts both XL the fit, comfort and ability to keep you dry/comfortable on a run is fantastic. Will shop again

Date of experience: July 22, 2022

This has to be the fastest delivery of all time.
Ordered on a Sunday, Shipped on Monday from US, arrived on Tuesday in Europe after customs. Can’t complain a single bit, about 14 days earlier than it was promised.

Products are high quality as always (what I do expect considering the price).

Date of experience: December 29, 2021

Fantastic running kit, looks stylish and performs very well.
I like that delivery to the UK doesn’t involve customs forms and generally comes within a couple of days.
I’ve worn the vests and shorts for half and full marathons and found them perfect.

Website is a bit clunky, with the product lister page being good, but if you select different colour ways pressing back on the browser takes loads of clicks as it cycles through all the colours you’ve looked at first.
Also, the GB store is finicky and sometimes displays prices in GBP but sometimes gets stuck on USD for no reason.

Date of experience: September 20, 2021

I ordered run cannonball shirts to take in vacation & the delivery was delayed meaning that I could not take them on my vacation. Once I return back FedEx claimed the delivered, which they didn’t. I open a case with FedEx & notified Tracksmith about it. Almost a month later they send a replacement after having me waiting. I just received the shorts which are Women’s. I have send an e-mail about it and it has been 2 days after I send them an email since they do not have a phone to call to & have not heard back from them. It has been over a month that I paid full price for shorts & I am still waiting for them.

Date of experience: August 24, 2021

I have been running for a year and wanted a reward. Tracksmith clothing was that 50lbs lost reward. I am 6'2" and 189lbs. I purchased a singlet, t-shirt and session pants. The pants are the softest pants I have ever owned, and I will love them. (size L). The shirt and singlet are a perfect length, and the fit is exceptional. Great quality product. I will certainly be purchasing from them again. My wife may not love the price, but wow it is nice stuff.

Date of experience: March 15, 2021

Super products of great quality. Made for the. dedicated runner. The info about the products on their website is top notch.

The delivery service is delivered by DHL and is so efficient.

Date of experience: January 07, 2021

Amazing, quality products. super design, quality and feel.

It's worth asking their customer services on sizing, I found that some items I was a M and others S.

The feedback and response time from the team on a replacement sweater was within hours.

My only request would be to set up a UK site / postage options as the US Tax and shipping does make it a tad pricey. But the gear is utterly excellent.

Date of experience: November 03, 2020