Road Runner Sports

Reviews 4

RO

Roger C

Ive been a long time VIP member for 10+ years and have purchased many pairs of running shoes for training and road racing but recently I feel the focus on the customer experience has degraded. My wife and I wear podiatrist custom made orthotics especially for walking and running. During one of our recent visits the "trained" store associate to perform a gait analysis and to make "custom" foot beds felt compelled to criticize the validity of our orthotics and expressed his opinion on how most custom orthotics like ours are not designed for athletics and how much better their custom shoe liners would be for walking and running. We found it appalling that he was expressing his opinion without being a trained medical professional. We felt his job was to "sell" the "custom" roadrunner sports foot bed (they are not orthotics). Despite our reservations, my wife wanted to keep an open mind and she went through the fitting process. Our red flag was when the associate measured my wifes foot. He recommended a size that was too small despite my wife stating she wears a 1/2 to one size larger based on her current Brooks running shoe and custom orthotics. He ignored her and stated that with their custom foot bed the smaller size would be perfect (even with the same Brooks model). The only good thing coming out of our visit and experience was when we were passed over to a knowledgeable fit associate that asked additional questions (and listened) about my wifes current shoe (hows the fit, does she wear custom orthotics, what width of shoe feels best, what brands and model have been worn in the past). Our fit associate brought out multiple brands, models, & sizes for my wife to try and she settled on a shoe that fit and accommodated her podiatrist custom made orthotics (we passed on the "custom" made foot bed which were $80). We walked out of the store pleased with the old fashioned interaction with our fit associate and displeased with the "sell" tactics of the gait analysis and custom foot bed process. At the end of the day, the customer should be listened to and not let the technology and bottom line be the guiding principle for a franchise that should be in place to serve and not sell products customers do not want or in some cases do not need. Its time to go back to basics or you will likely lose new customers or in some cases, long time customers.

---

HE

Heather Jackson

Look out for a $250 whirlwind of underhanded sales tactics, and years of unauthorized credit card charges. I needed a lot more information on pricing up front than I got. I invested 2 hours of driving time, 35 minutes in line, 12ish minutes on shoe dog, and 30 minutes trying on shoes before I found out that the custom insoles they fit me for cost $80 and the shoes I spent try-on time to slect were lame without them. Their fit process is very cool and stuff, but I needed to go in there ready to spend $250 on running shoes, and I just wasnt that day. I bought anyway, because I needed new shoes months ago and I had so much time and gas money sunk into the process already. I found out Asics and Nike pay them to present customers with their shoes in the first batch. This violated my trust that the company is invested in finding me the best possible fit. LAST STRAW: Their VIP membership thingy, which you pay $20 to join for 10% off so your $250 bill isnt $275, automatically bills your credit card for $24.99 each year unless you happen to read the literature they hand you on your way out the door and call to cancel. I am angry that they signed me up for automatic annual payments with no warning. I feel uneasy that they have my debit card information. I wish I had paid in cash and not given them my name or contact information...OR that I had taken my business elsewhere. They were pretty friendly when I called to cancel, and told me it was all taken care of. UPDATE: 1 year later, they charged my debit card $26.99 for membership in their VIP club. Again, they were friendly and helpful when I called to request a refund, but charging me in the first place was a ludicrous move.

---

NI

Nicholas White

I just bought my 4th pair of shoes from Roadrunner this evening. Historically Ive been very happy with the service...and most importantly with the shoes. During my visit I was asked *three times* by two people about making a donation to a charity for purchasing an athletic wheelchair, an upgrade to my existing VIP service, and something about coupons. It was like buying a car! I literally want to go in, try some shoes, maybe grab some other stuff, pay for it, and leave. I dont mind an attempt to sell an extra item, I know that suggestive sales can bring in a buck or two. But after the third attempt at a pitch, each one requiring an explanation, the poor girl at the counter could see my frustration, I know she was only doing her job and I feel that in no way was she at fault. She was professional, courteous, and did not deserve to have a customer be firm with her to let her know that the sale of the shoes was enough. Equally, I did not deserve to be put into a position where I have to ask a sales rep that I just want to make a purchase and leave without being asked multiple times for the same upgrade I feel that management could tone down the sales pitch stuff and not put it in the shoulders of young sales staff to bring in charity money, upsales, account upgrades, accessories, etc. without some training to read when a customer is not interested. I will likely return next year to buy another pair of shoes, but please understand that the repeated attempts to sell me things I did not go in to purchase is a deterrent. Please give the girl at the counter a raise, she deserves it.

---

A

A Private User

Joshua is very knowledgeable and assisted me with my running gait and with insoles. When he handed me off to a "specialist" Ashley, she paid very little attention to my needs and was not knowledgeable on the shoes. According to her, shoe dog says I need stability shoes. Sure, I said. Could you bring me some stability minimalist type shoes...different than what I have? She brings out three pairs of shoes, one stability, one light weight, and one stability minimalist (the same exact pair I walked in with). No apologies given by Ashley. I asked her about the Zoot shoes and she said they are only for runners with recommendations from Orthopedics and the shoes have Carbon Fiber....for people with orthopedic problems.....really? So I try on the other shoes. They feel alright, but are not why I asked for. Ashley asks, "So, which one do you want?" I say neither. She has a snotty look on her face like I inconvenienced her. I asked her about other stability minimalist shoes and she said, "Dont get the Newtons....they are terrible and you should read up on them as well as do your research first on everything." Ummm....I thought to myself that I came here for advise and information but am getting nowhere. I decide to just buy the insoles and leave to do my research and buy elsewhere. Training point...instruct "specialists" to sell via feature, benefit, and advantage. I would have bought both pairs if I saw the value of the other pairs and how it would help me. Im going back to the Den. At least the Den cares and know their products.

---

---