I am extremely dissatisfied with how the company handled both the quality of my purchase and my follow-up complaint. I bought a pair of running trainers for £150, and just over a month later, the soles on both shoes came off. My initial interaction with customer service was positive, but that quickly changed. Instead of offering a repair, replacement, or refund, I was given only a gift card. Not knowing my rights then, I accepted it. I used the gift card for a new pair of trainers, but the order arrived incorrectly—two mismatched shoes in size and color. Upon returning the order, they only processed part of the refund. After following up, I was informed the remaining amount would be given as a gift card… but weeks later, nothing happened. Had I not pursued it again, the refund would not have been processed at all. I have been trying to file a formal complaint with the customer service team since November, but I’ve received no response. For a brand that promotes quality and a premium experience, the service and product reliability I’ve encountered have fallen far short of expectations. Very disappointed and I would advise others to be cautious before purchasing.
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