SmallBizGenius Analysis
Road Runner Sports receives mixed reviews, with many customers praising in-store experiences and the VIP membership program, while others report issues with online orders, customer service, and subscription billing practices. The company appears to excel in providing personalized shoe fittings and a wide selection, but struggles with consistent online order fulfillment and transparent membership management.
Category Breakdown
Scores based on analysis of 280 recent reviews
VIP Membership Issues
3.5/10Many reviewers complain about the VIP membership program, citing unexpected auto-renewals, difficulty canceling memberships, and a lack of transparency regarding fees. For example, several customers report being charged for renewals even after attempting to cancel their membership online, leading to frustration and distrust.
25 reviews mention thisIn-Store Experience
8.5/10Customers consistently praise the in-store experience, highlighting the knowledgeable staff, personalized shoe fittings, and helpful service. Reviewers often mention specific employees who went above and beyond to assist them, making the in-store shopping experience a positive one.
20 reviews mention thisOnline Order Problems
4.0/10A significant number of reviewers report issues with online orders, including incorrect shipments, delayed deliveries, and items being out of stock despite being listed as available on the website. Some customers also mention difficulty contacting customer service to resolve these issues.
18 reviews mention thisCustomer Service (Online)
4.5/10Several reviewers express dissatisfaction with the online customer service, citing long wait times, unhelpful representatives, and difficulty resolving issues related to orders and memberships. Some customers report being hung up on or receiving conflicting information from different representatives.
15 reviews mention thisProduct Selection and Quality
7.8/10Many customers appreciate the wide selection of running shoes and other athletic gear available at Road Runner Sports, with some noting the ability to find older models at discounted prices. However, a few reviewers report receiving defective or poor-quality products.
12 reviews mention thisShipping and Delivery
6.0/10While some customers praise the quick and efficient shipping, others report delays, incorrect deliveries, and even receiving empty packages. These inconsistencies in the shipping process contribute to a mixed customer experience.
10 reviews mention thisPros & Cons
What Customers Love
""Excellent experience and shoe fitting in Crystal City VA. Minnie was my fit expert and she was amazing and knowledgeable.""
""You are a road runner’s dream. Paying 25% less on brand-new releases, a 90-day return policy, great customer service, and physical stores where you can actually get fitted properly—I honestly do...""
""Road Runner Sports has an incredible selection of running shoes (and associated gear) to choose from. Anytime that I need/want a new shoe, they have it!""
""It’s an easy to navigate website and it always have my favorite shoes. There are always perks from buying here""
""Been ordering online and once in person since 2020 after an ankle break rehab. Always quick delivery...""
Common Complaints
""TERRIBLE COMPANY. SO MANY HOURS JUST TRYING TO GET MY MONEY BACK. THEN THEY TRY TO CONTINUE CHARGING ME FOR THIS VIP BULLSH*T OVER AND OVER AGAIN. 🗑 DO NOT RECOMMEND!""
""Ship wrong product then bill for return shipping. Wait times to resolve there errors is poor. Knowledge of service reps is low on how to handle pre order items. Cancel orders without sending emails or...""
""Impossible to reach support. Hung up on once I did while politely explaining that they sent me an empty package with no product.""
""30 year member, had enough. Web site impossible for last 6 months to order anyhting. Locked out all the time, sent one time code that never works, held on customer servce for 30 minutes no answer. I o...""
""Ship wrong product then bill for return shipping.""
Common Questions About Roadrunnersports
Answers derived from customer review patterns
Is Roadrunnersports legit and trustworthy?
Road Runner Sports has a mixed reputation. While many customers report positive experiences with in-store service and product selection, a significant number of reviewers express concerns about online order fulfillment, unexpected VIP membership charges, and difficulty canceling subscriptions. Some customers have reported receiving incorrect orders or being charged for memberships they did not authorize. While many long-term customers vouch for their reliability, the recurring issues suggest caution is warranted when ordering online or signing up for the VIP program. It's advisable to carefully review membership terms and monitor billing statements.
Based on 45 reviewsDoes Roadrunnersports have good customer service?
Customer service at Road Runner Sports appears to be inconsistent. Many reviewers praise the helpful and knowledgeable staff in physical stores, particularly highlighting personalized shoe fittings. However, online customer service receives numerous complaints, with customers reporting long wait times, unhelpful representatives, and difficulty resolving issues related to orders and memberships. Some customers have even reported being hung up on or receiving conflicting information, suggesting that the quality of customer service varies significantly depending on the channel.
Based on 30 reviewsIs Roadrunnersports worth it for small business?
Road Runner Sports could be a viable option for small businesses looking to provide athletic gear or wellness benefits to employees, particularly if those employees can take advantage of in-store fittings. The VIP membership offers discounts that could be beneficial for bulk purchases. However, the reported issues with online order fulfillment and membership management raise concerns about potential administrative headaches. Small businesses should carefully weigh the potential benefits against the risk of encountering these problems and the need for proactive customer service follow-up.
Based on 25 reviewsWhat is Roadrunnersports' return policy like?
Road Runner Sports offers a generous return policy, especially for VIP members. VIP members typically have a 90-day return window, allowing ample time to try out shoes and gear. However, some reviewers have reported issues with return shipping costs, particularly when the error was on Road Runner Sports' end (e.g., shipping the wrong item). It's important to clarify the return shipping policy before making a purchase, especially if you are not a VIP member.
Based on 15 reviewsWhy are people having trouble canceling Roadrunnersports VIP memberships?
Several reviewers report difficulty canceling their Road Runner Sports VIP memberships, often citing unexpected auto-renewals and a lack of clear cancellation procedures. Some customers claim to have canceled online, only to be charged again later. Others report long wait times and unhelpful customer service representatives when attempting to cancel over the phone. This suggests potential issues with Road Runner Sports' membership management system and customer service training.
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