Brooks Running Reviews 630

The Brooks trainers are brilliant...well made look good and very comfortable. I had one slight issue with the laces and they sorted it out quickly and efficiently. Would highly recommend Brooks

Absolutely the best shoes ever! Even when I had problems with my delivery, the customer support was easy, quick and satisfying. And my replacement order was quickly delivered to me successfully. Thank you!

I contacted Brooks to ask if there is common thing as I had a small injury/discomfort with the latest running shoes. Liz went above and beyond, she responded to all my questions and sent me a replacement pair of trainers. The trainers came within 2 days after the last email with Liz and they are amazing. I ran in brooks trainers since I started running (quite late in life but for the last 5 years). I trued different other brands of running trainers but none compares with Brooks. Most comfortable, cushioned, overall really good quality. For a while there were not very nice colours but lately I can see diversity in the colours which is good. My replacement pair is a Ghost 17 in burgundy. They look amazing

The level of customer service I received from Jess was second to none. My issue was dealt with very quickly and in a friendly manner. The resolution far exceeded my expectations. Overall I'm extremely satisfied and won't hesitate to recommend Brooks in the future. I'll definitely be coming back for my next pair of trainers!

I have waited 1.5 weeks for an alternative method of return due to where I live. I still do not have a return label to return 2 expensive pairs of trainers. My emails are not getting answered and the customer service is awful. Not ordering from brooks again.

I bought a pair of Brooks and sized up since they didn't have WW. I noticed within a few days there was a dent or crease in the toe box. I wrote to them and sent pictures. They sent a second pair out and within hours another crease in the toe box. Wrote them again and provided pictures. Without hesitation they sent me a third pair. Great customer service!

The Brooks shoes were recomended by my podiatrist. I was fitted by a Feet Store. They placed me with Brooks
Glycerin 22 for the customs support that fit my needs. They give the support but the comfort is not anybetter then sketchers. What i really hate is the fabric they are in does not clean up . The price of 179.00 and in a few weeks to a month you struggle to clean marks that won't go away. The shoes in 2 months no longer look good enough to wear besides as work shoes. I bought 2 a dark color for work and a white as summer dress shoes. I even bought the foam cleaner. SO DISAPPOINTED!

Brooks advertise a 'free returns within 90 days' policy. When you try to return, the Brooks website does not recognise the Brooks order number (BRG00140849)

I come from a family of runners, and for as long as I can remember, we’ve chosen Brooks Running for our shoes — it’s the brand I grew up wearing. Recently, I decided to order a few pairs online. Unfortunately, due to poor fit (which, in hindsight, I should have expected, as I’ve always bought my running shoes in person), I ended up returning them all. The sizing was just slightly off.

When I contacted customer service after making the return, I was told my parcel had been delivered and that I would receive my refund within 24 hours — which seemed reasonable. However, as time went on, I noticed repeated delays, with messages such as “we’re actively looking for your parcel” or “it hasn’t been scanned into the warehouse yet.”

Since live chat isn’t available in the UK, I’ve had to communicate by email, which has been slow. The team explained that they are understaffed — something I understand — but I also feel that customers shouldn’t have to bear the consequences of staffing issues, especially when it comes to timely returns and refunds.

It has now been nearly a week since I returned my order, so I wanted to share my experience as a heads-up to anyone in the UK considering ordering from Brooks Running online. You may encounter delays in the returns process.

Update: I spoke with Brooks over the phone today regarding this matter. The representative handling my case is Gladys. She mentioned that she is currently looking into the issue for me. It seems she has quite a lot on her plate, but she assured me that she would provide an update at some point today. I will keep you informed once I hear back. I have heard back from brooks and now I am being told my return has not been received despite them earlier acknowledging that the return was delivered to their warehouse around a week ago. I highly advise staying away from their store online as they seem to not take accountability for their own actions !!!

Purchased a pair of Brooks in May which I have never received!!
When I entered the reference number they were coming from Hong Kong but stuck in customs.
Then they were out of customs but to date they still haven’t arrived.

I forgot how terrible their website is. I wanted to order a pair of Hyperion max 3's to replace my 2's. Tried 3 times before giving up. Every time I went to pay, my basket would empty and I would have to start all over again. In the end, went back to Nike. Their website works perfectly and delivery times are much better

Bought a pair of runners on line from Brooks in June.
Haven't received them
Contacted the company but haven't received a reply from them either.
Won't be buying from them again.

When I purchased shoes online from Brooks, I purchased on a Friday night and the overnight delivery ($30, $10 above express delivery) gave a delivery day of Monday. I understood with the weekend it would probably not be on Sunday but the Monday seemed reasonable as the purchase was time sensitive. The delivery did not occur Monday. I called Brooks customer service and politely explained the situation and requested a $10 refund on my delivery charge as I would have paid only for Express if they did not intend to deliver them Monday. She refused and said the delivery date listed on their website was only an estimate. They had no intention of delivering overnight. I strongly recommend against ever purchasing directly from Brooks. Go to a retailer.

I am happily back running/walking in my Brooks Ghosts after a break and they're fantastic. Sadly the customer service is not: they cannot or don't want to comprehend a question and are passive-aggressive. Ie: ignoring the pertinent point in my msg re part of their website not functioning but suggesting it was my error (no, I build websites) before templated screeds about joining their club. Really off-putting but they presumably don't want to invest into customer support or their site at all.

After running on New Balances for ~20 years I got tired of them wearing out really quickly. So I tried my first-ever pair of Brooks Glycerins, but 66 miles into them the tread on the toe tip started peeling back. I contacted Brooks through their website; they responded and made it clear they stand behind their stuff. They mailed me a new, identical pair, at no cost; they arrived today. Brooks proved to be true to their word. Very impressed and am hoping to stay with them for a long time!

Amazing and quick customer service after purchasing a product I was unhappy about. These shoes aren’t cheap but the quality and customer service make up for it.

I have been trying to return a pair of trainers for several weeks. I have kept one pair and would like to return my other pair as they are too big . I have submitted a form three times with no response. I love brook trainers however I’ve wouldnt use them again as so I have to not deal directly with company. Disappointing

I experienced a problem with a pair of Adrenalin GTS 24, fearing that my complaint to Brooks Running would not yield a satisfactory outcome. I was wrong! Their Customer Service did not rest until my problem was resolved to my satisfaction! Thank you Olivia, I will remain a loyal customer.

p s. To express my gratitude, I ordered a pair of Ghost Max 2 from Brooks Running yesterday.

I bought the Glycerin 20 and was happy with them initially. However after a short period splits appeared in the toebox of each shoe for no apparrent reason. I explored this on the web and found an independant report from RunRepeat ( an independant assessor of sports shoes) that the material used in the toebox was rated 1 out of 5 for durability and was classed as a FAIL. I approached Brooks who were not interested in the slightest and tried to fob me off with a $50 voucher that can only be used in their online store to biy another pair that would have the same fault. Brookes gurantee 300-500 miles for their shoes - mine made it up the road and back a few times. I actually engaged with Raj Jain the GM of Brooks in AU and he fobbed me off with the same lousy $50 offer. I have an ongoing matter now with Fair Trading NSW to attempt to get some form of compensation. I would have been happy with a repair but Brooks wont touch their own mistakes or faulty products.
The independant test can be found at runrepeat.com under "/brooks-glycerin-gts-20" towards the end of the report.

Extract from runrepeat.com report:
"Toebox durability
Our initial impressions of a shoe often come from the feel of it in our hands, before we even start the tests.
For the Glycerin 20 GTS, it was evident early on that the upper might not be sturdy at all. Of course, we always hold out hope that we might be surprised.
Regrettably, our concerns were confirmed once we the Dremel met the upper. The engineered mesh from Brooks couldn't withstand the pressure—it disintegrated instantly.
With such disappointing results, we had no option but to assign the Glycerin 20 GTS a score of 1/5."