Altra Running Reviews 354

I purchased Altra Waterproof Boots. Probably the most comfortable boots I’ve owned for my wide toes & was going to be my go to company for all new purchases, BUT after owning theM approx 4 weeks & only walking on wet grass my feet were absolutely soaked. Expensive boots that can’t take a bit of rainwater. Emailed Altra but a week later & no response. Disgusted grrrrrr

Absolutely abhorrent customer experience. They delay forever in providing return forms, they sent me the wrong size and expect me to pay for the return, and the customer service is the rudest that I have ever interacted with. I generally love their shoes, but the way they do business legitimately seems like a scam. Will boycott them from now on

Atrocious customer service, I will never buy Altra again, if I’d known that the £150 shoes that unfortunately didn’t fit and if there returns process had been normal for £159 shoes I would have happily exchanged for a different size BUT TWO months since I posted and paid £15 for returns ! I’m now still waiting for confirmation they arrived iv been in touch several times now and all I receive from Altras Margherita is the same drolling message that they have not received them and they couldn’t give a flying toss ! That your loosing your head over loosing £150 -£15 had the hassle of emails packaging the shoes up and posting them ! There are multiple customers like me , I really don’t know how this company are getting away with this scam like behaviour? They have your money but where are all the shoes????? Buy another brand Altra is not worth the hassle !

GREAT SHOES, S**T COMPANY. I RECOMEND BUYING FROM A RESELLER THAT VALUES CUSTOMERS. DO NOT BUY DIRECT, I RETURNED SOME SHOES THAT DIDNT FIT. ORDERED THE REPLACEMENT. BUT THEY REFUSED THE DELIVERY OF THE RETURNED SHOES. I PAID CUSTOM DUTYS TO RECIEVE THEM, PAID TO SEND THEM BACK AND THEY DONT EVEN REFUND ME. THEY WONT TELL ME WHY THEY REFUSED THE DELIVERY OR THEY DONT KNOW WHY, I SPOKE TO THE SHIPPER COMPANY THEY NEED ALTRA TO CALL AND SAY THEY WILL ACCEPT THE DELIVERY
BUT ALTRA DO NOTHING! DONT EVEN REPLY TO MY EMAILS AND ON THE PHONE THEY JUST SAY WE WILL GET BACK TO YOU. 1 MONTH HAS PASSED AND NOTHING

THE comfiest running shoes I've had by a long long way.
Wide in the mid which is what I need and plenty of room for toes to do their thing too.
Only reason this doesn't get 5 stars is because they have a major durability problem.
Tread wore out after about 8 weeks, and majority of that I had actually used for walking.
But I would still buy again...

Trying to order on their website was a disaster. They send you a discount code with the newsletter. It doesn't work. You ask them to look into it and they send you another one, which also doesn't work. You tell them that and they say it should work, please call Italy to fix it. You say you can't call Italy, can they call you instead, and they promise to do so, but no call ever arrives. Then a couple of days later they put the prices up on the shoes you wanted and they cost £20 more than the price you were trying to discount in the first place. You explain everything and they say they tried to call you and they can't fix the price problems for you. Then you give up and just buy from a UK company instead because nothing is worth this absurd hassle just to save a few quid..

Horrible customer service, they will make you pay for the return costs, and they are located in Italy which makes it quite expensive. Will not recommend, to anyone, build quality is average, fitting uncomfortable but that's what you get when you can't return shoes for a better size.

I ordered a pair of shoes from the UK. They did not fit so I returned them by Royal Mail. The return process was bizarre - a support team needed to authorise my return. This took place over emails and phone calls and did not come across as particularly organised. As mentioned, the cost of return had to be covered by a customer. I used the cheapest Royal Mail option (with no tracking, as wanted to save money; I know my mistake) and have not seen my money since. I was also not impressed by getting contradictory information from the customer support team. I regret ordering from them and would not recommend.
UPDATE July 2021: after more than 3 months, I have received my money back. Thank you.

I bought a pair of their shoes online, expecting to get comfort, balance and support for the price. Instead I got none. If you are a tall and heavy person, do not bother.

A running shoe company that let's their customers pay return charges. Absolute joke. £15 pounds to ship back to Italy for 1 pair. Avoid! Sadly the shoes don't last very long (especially for the price) either so this is the final straw for me. No more Altra shoes. Very disappointed.

Like many of the recent reviews my experience with Altra has been shocking. I loved the Timp 1.5 so couldn’t wait for the 3.0 release. The sizing has changed significantly and they are so tight across the forefoot. £16 to return via Royal Mail and as of the 02/04/21 the shoes are still sitting with customs in Milan and I remain £135 out of pocket. Generic response from Altra customer service and I know they are suffering from yet another Corona virus surge over there (because the EU response has been poor compared to the UK) but they should just stop shipping to the UK (like la sportiva) if there are so many issues. I will be sticking to reputable UK based companies from now on... lesson learnt!!

Update - So the shoes were shown as returned and when I emailed Altra they said they hadn’t received them. Turns out they’ve been delivered to a wrong address and I’m not getting my refund. Hopefully I will get the £50 insurance from Royal Mail. The worst online shopping experience I’ve ever had!

UPDATE 29may: Altra sorted out the mess and refunded me the 100gbp import duty - many thanks Altra: I give one star because Zero is unavailable - Altra web site says it will take care of the costs: Any import fee or additional shipping cost given by Brexit are taken care by Altra Running. You take care of your feet.
FREE SHIPPING ON ALL ORDERS see their web site today.
But DHL is demanding £100 to complete delivery.
And Altra deleted my account. Lovely. AVOID.

Do not order unless you are 100% certain that you are not going to need to return. UK customers have to return their items back to Italy and Altra does NOT cover return costs so you're looking at being out of pocket by about £20 minimum. At the price of their trainers you'd expect free returns but sadly not.

If I could give this review a zero star I would. Customer service has been appaling - I've waited three months for a refund, and have only been refunded £166, when I'm owed £278. AVOID< AVOID< AVOID

Probably the worst customer service ever. They sent me the wrong shoes and I haven't been able to return them, waiting weeks for one patronising reply at a time (thanks to Margherita...).

Avoid ordering from Altra directly. If something goes wrong, you'll be down £150 like me.

Don't buy direct from Altra
Like many others I've found the customer support awful. I ordered a pair of Altra PARADIGM and only realised it had US sizing. I immediately emailed Altra and tried but failed to get through by phone. They only responded to my email when they'd shipped the shoes.
I paid for return (to Italy) via DPD who failed to get them through customs, but couldn't say why. They then said they couldn't deliver as shoes were a prohibited item for Italy.
Altra say return isn't their issue, although I wouldn't have to return if they were contactable or had a means to stop orders via their website. Given they can price in pounds is it really that hard to use UK sizes?

I assume the return problem was due to Brexit teething problems, which aren't Altra's fault. But with good customer service this could have helped resolve this.

I like their running shoes but I won't buy from them direct again!

The shoes are great, unfortunately, the customer service is one of the worst I have seen.
I ordered a pair early January and realised that I had to pay for than £67 only to receive the pair of shoes because of tax fees. I decided not to accept the parcel and send it back to Altra for a refund of my £130. 3 weeks after, UPS notified me that Altra decided to abandon the package so it wouldn't be sent back to them. I am still waiting for my refund. I am calling the customer service on a daily basis and do not receive any response, nobody answers and the call gets cancelled after 10 minutes of waiting.

I first bought a pair of Altra Solstice running shoes, that were great for running but did not last longer that three months (wore down very quickly). As they were comfortable I bought a pair or Viho running shoes. They were absolutely awful. They cut into my feet where the lacing and tight fit rubbed. I tried changing the lace for a proper running shoe lace, but sadly they were just too tight. I used the same size shoe as the solstice. I have never had a pair of running shoe so bad as this pair. I then got in touch with the vendor (in Italy). They offered me a 20% discount to buy another pair. I complained further and wanted to send them back to review the quality, but they said don't bother. I looked on line at Trust Pilot and was amazed at how bad people had rated them. So never again. I have found another make of zero heal drop running shoes.

I bought a 2 pairs of shoes, one for road and one for trail. Absolutely LOVE both. The most comfortable shoes I have owned so far. Unfortunately the inside or my Road shoes had a minor defect and when I got ahold of customer service to see if there was anything that can be done because I purchased them in a store I didn't know if there could. They were on it with the response and solution and I could not be happier! I will absolutely be a lifetime customer 😊 Thanks guys!

Leana