Altra Running Reviews 354

Horrendous customer service. I placed an order and received the shoes which, whilst comfortable, were a little small. I therefore needed to change to a half size bigger. These were out of stock at the time and I had taken advantage of an offer. Whilst in contact with “customer care”, they were useless. Took ages to received a reply and when I did it said nothing of use at all followed by “ We remain at your complete disposal for any further information” which they were not. Even when I filed my complaint I was either ignored multiple times or received a completely irrelevant or useless reply.
Also to add that returning my shoes cost me over £15! When spending £200 on shoes you’d expect a free returns service.

AVOID. Find some running shoes elsewhere!!

If I could, I would give 0. After olacing the order and succesfully going through the payment process, I received no confirmation or any other email, nor any information whatsoever. The customer service is dead. All I am left with now is the payment confirmation which I can do nothing with, as for this moment.
This shop, most probably, is a big fake.

Bad experience, twice... I accidentally made a mistake in my address when ordering online but corrected it right away via mail, nothing happened and it took me 5 calls to the customer support and the delivery company (paid calls!) to correct this in the end. When the shoes finally arrived, they were too small and i unfortunately had to return them. Then, it took the customer support a few days to send me the return information and I then found out that I had to pay for the delivery of the return to Italy (which in my case was >10€).. will never order directly at Altra again.....

UPS marked falsely my order as delivered, and as Altra never sent me the delivery tracking email, I only noticed the problems weeks after. It's now been 9 days of mails exchanges to make the customer service acknowledge the error, and they multiply the useless messages (one, for instance, only asking me to confirm that the name on the delivery form is mine) to delay the refund. I'm thinking of taking legal action and will not order from the site again.

If I could give 0 I would. Absolutely disgraceful customer service. All I wanted to do was change the shoe size and Altra honour the discount I had used (which was still available). As a first time customer I will not be using them again. I have asked multiple times for the complaints procedure but they are just replying and ignoring the question. I even sent a letter in with my shoes to return, which they received, and yet they STILL have not contacted me. Absolute joke.

I had a specific order request (due to COVID) and Nick B. from customer service promptly assisted me and found a creative solution. I really appreciate the help, my shoes arrived before expected too!

Wrong shoe and horrible customer service.
it has taken 2 weeks and 10 emails for me to even get an answer as to if and were I could return my package to.
I am disappointed and will not be buying from you again.

Non-existent customer service. Note that these are shipped form Italy. You will be dealing with a Italian company, return shipping is paid for by the customer and you so the costs are excessive. Also they do not respond at all to queries or requests for returns. I will never buy from them again - back to the shoe manufacturers that have UK based distribution and service and provide free returns.

I received shoes sent to me in the wrong size. I emailed them the same day to resolve the issue. No return shipping label was included in the packaging. I tried, as per their instructions, to email customer support for a label. After two weeks of no returned emails, I called them. The person on the other end (in Italy) was barely audible. They could only say that they have no idea when they can answer my email nor if they received it nor when I can return my shoes. This is ridiculous.

It's really sad that such great reviews on the shoes is accompanied by such TERRIBLE customer service.

I own the Altra Lone Peak 4 Trail Running Mid shoe. First, I have wide feet and hands down, this is the best fitting trail running shoe I have ever owned. This shoe is built for the outdoors and for general all purpose activity. It also looks great with adventure pants or shorts. This is a great looking and very well made shoe.

Second, I had a slight tear in my shoe (+/- 1/2") and contacted Altra to only ask for advice / recommendation on how I may go about repairing this tear. After a couple of photos and some e-mail correspondence, they did not provide me with instructions or advice or recommendations....they shipped me a replacement pair of shoes.

Not only does Altra provide the best fitting shoes I have ever owned...they may also have the best customer service I can ever remember. I will be a customer for life.

First let me clarify that I am not a runner, but a good shoe should be valuable to not just people that are involved in sports, but it should be comfortable to those who just want a quality, comfortable shoe for every day wear and situations. I have purchased two pairs of Hoka One One tennis shoes and was happy with them, so I decided to buy yet another pair when I saw the Altra Timp in gray and green. I had a Hoka on my left foot and put the Altra on my right foot and walked around. Immediately I could tell a VAST difference between the two. The zero drop shoe felt so natural and comfortable right away. Since it was the same price as the Hoka, I decided to take a chance on it purchased the pair of Altras. Right away, I was pleased at how they felt like I had been wearing them for weeks. No breaking in, no tender spots on my 53 year old damaged feet, and the best part is, as a professional photographer with a camera that weighs nearly 8 pounds w/lens, for the first time, I had NO back pain while shooting a baseball game!!! This is amazing! I thought it was a fluke.
Then I went and took a three mile walk on our property with our dog, and the shoes were incredible. Thanks to the zero drop design, your toes don't cram to the front of the shoe when you walk downhill. And the design is so perfect for my foot, I barely felt like I had walked at all when I got back. Considering I have a weak heart, it's nice to find a product for my feet that not only satisfy my comfort level, but actually aid in my activities to a degree that I can feel the difference after ONE outing.
While these shoes are advertised as an awesome running shoe, I wish to add that they are absolutely awesome for just walking, standing around, or whatever you have in mind. The traction is great, even crawling around on the riverbank. I'm SOLD on this shoe, and just bought the other color! Thanks Altra! Now I just need something I can wear in the winter months. If you make it, I will buy it!

Altra parent company has evidently changed hands again. So, if you think you’re buying a product from someone with a unique idea, that person is long gone. You just have a company interested in profit now. Altra customer service is the worst. It took them over a months time- and my hounding them-to inform me that my order wasn’t filled because that shoe isn’t offered any more... their response: We recently changed companies. VF corp purchased Altra shoes from Icon. So we have moved our warehouses and distribution centers as well as all of our customer services. The reason none of your information is showing up is because we have brand new ordering systems to process our orders more efficiently. We apologize for the inconvenience that this transition has caused you. Ok, they’ve been bought and sold again and fumbled the transition... I’m not the forgiving type in this case.

Love Altra shoes!!! I'm on my fifth pair in a couple of years, and I am so happy I discovered this brand. I used to wear orthotics but have no need of them now. I have had a bone fusion in the left foot and bunion surgery on both, and my feet feel better and are better in Altra shoes than they have been in many years.

Love your shoes. I have bought 7 pairs in the last 2 years since I discovered your brand. I was very disappointed by the choices available in my size. I wear a 14 so it's something I'm used to, but Altra had been very good about keeping my size in stock. My choices were extremely limited during my last visit to your site. I also was disappointed to see so many of my previous styles being discontinued after only a season or so. I will continue to shop with you guys because, frankly, your shoes are are the only thing on the market that works for me, but try to remember that not all of us wear a 7. Thank you.

I sure wish I would have found this before I placed an order. Customer Service is non-existent, to a point that it's almost unbelievable. They don't answer the phone, they don't answer email. The only way I was able to get a response was via Facebook, likely because Altra doesn't manage their own page. After finally receiving an RMA, I sent the shoes back immediately and now they won't confirm receipt of them. Hard to believe a small company like this would be so unresponsive.

After 3.5 hrs of being on hold and finally getting a different shoe that wasn’t out of stock,I was told I would get a 50% off credit that was great until it hit PayPal as another authorization for $125 more so now I’m in 250$ for a pair of shoes that were supposed to be 62.50$. Don’t buy from Altra direct and save your time,money and huge headaches.

Update:
After all the trouble I had getting I have to give Altra props. They refunded my money I just hope they get the warehouse issues figured out and the customer service phones answered quicker in the future. Completely satisfied with the shoes but the service is suffering.

Ordered a pair of shoes that took two weeks to come in. I tried them on the next day and absolutely hated them. I attempted to contact the company for three days to return before getting someone on the phone who was less than professional, but got my return label. I shipped the shoes back and have now been waiting two weeks for my refund. I have tried calling and emailing numerous times to no avail, so I am currently out over $100 and a pair of shoes. If anyone has any information on how to reach this company please share.

I need to return my shoes within the 30 day period. No one has answered my email and no one is answering the phone at customer service.

Great shoes but terrible customer service. They sent me the wrong shoe and I emailed them the day I receive the order (October 4). I emailed them one week later (October 11). I have been hold for 15 min earlier today and over 25 min now with no response. I have a pair of shoes I did not order and have no need for that I paid for. And no one to contact to resolve the issue.

I have 2 pairs of the TIMP trail runners and 1 pair of the Escalanate.
these are the BEST fitting shoes I have ever owned
however...the TIMP have a fail in them at the top of the toe box.
after only 300-400 miles the toe box unravels and opens a hole
I'd like to send them back for a repair.