I ordered a pair of On Cloud shoes from Footlocker for work, and while I initially loved them, they developed a rip on the top after just a few months of use. I take good care of my footwear—my toenails are always trimmed, so this was clearly a quality issue, not wear and tear from misuse.I tried reaching out to customer service, but the experience was incredibly frustrating. My first email received no response. When I submitted a ticket with photos of the damage, I was told they needed images—even though I had already sent them. This cycle repeated itself until I submitted a third ticket with all necessary photos. Eventually, they told me the case would be forwarded to their quality team.After several business days, I received a reply asking me to send the shoes in for inspection, with no guarantee they’d offer a replacement. As someone who works six days a week and relies on those shoes for my job, this wasn’t a realistic option. I couldn’t afford to be without them for weeks. It felt like the process was intentionally difficult, as if to discourage customers from following through on valid complaints.To make matters worse, I had already purchased a second pair in a different color because I initially liked the shoes. Sadly, I now regret that decision.Footlocker’s customer service has been the worst I’ve encountered. I expected better support for what turned out to be a faulty product. If you have any issues, be prepared for a frustrating and time-consuming process—with no assurance of resolution. I wouldn’t recommend buying from them unless you’re okay with taking a risk and possibly being left without help if something goes wrong.
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