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ASICS Ignored Clear Defect and Blamed the Customer

I’ve worn ASICS shoes for over 10 years and have always trusted the brand for their supportive structure — especially for someone with flat feet. I purchased the GT-2160 earlier this year because it was modeled after the older GT line from the early 2010s, which worked really well for me. I got the shoe on sale for $90 (retail $130), and I was genuinely excited to return to a more supportive ASICS model after finding the newer styles too soft for my needs.Unfortunately, within just six months of regular walking use, both heels tore open and the foam started falling out. I submitted a warranty claim with detailed photos, sizing info, and a comparison to another ASICS pair I had bought just a month earlier (same size, same wear — no damage). ASICS denied the claim.First, they said the damage was due to improper fit. Then, after I explained that the fit was snug (and based on their own sizing chart), they said the damage was likely from how I tie or untie the shoes — which I found disappointing and dismissive. I have never had this kind of heel damage on any ASICS pair or any other brand. I usually wear shoes until the soles wear down, never the inside tearing apart.I’ve treated this pair like every ASICS I’ve worn before. For ASICS to sell a shoe at this price point that cannot hold up to normal walking — and then shift the blame onto the customer — is deeply disappointing.No replacement, no credit, no accountability.ASICS has lost a long-time customer over this. I’m sharing this so others know what to expect if they have an issue with quality or warranty support.

Date of experience: Dec 07, 2025