Mary Lou B Hxk

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Torin 7 running shoes

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I have had great luck with the Torin 6 running shoes & decided to purchase the Torin 7. I purchased the same size as my previous Torin 6s, size 8 wide width. However, the 7 is bigger in the ankle which has too much play, & if I put them side by side, the 7s are longer than the 6s. I am not sure if this is the difference between the 6 & 7 Torin styles but I need to return them & would like to get what I had previously. Thank you, Mary Lou Barrett
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Preferred solution: Correct size shoes.

Mary Lou B Hxk

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Verified Reviewer
| map-marker Pawcatuck, Connecticut

I have a question on an order I just received.

I ordered the Torin seven in size 8, wide, width. In the past, I have been ordering the Torrin six, size size 8 wide width. The sevens are much bigger and are actually loose around the ankle so I need to exchange them and I think Id like to go back to the torin six. Even if I place them side-by-side, the torin seven is definitely bigger and longer than the tan six.
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Susan L Tdu

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Verified Reviewer
| map-marker Collierville, Tennessee

Shoelaces too short

I ordered 2 pair of Escalante 3 from Zappos, which I like. They do rub my foot on the top because the lace holes are not covered on the inside of the shoe, which I have never seen in any shoe before. I then discovered that one pair was torn on the side, and Zappos replaced them with another pair. The laces are TOO SHORT. I also ordered another color, and those shoes had the same problem. The shoes can barely be tied. I spoke to both Altra and Zappos and was told that I could either return the shoes or buy new shoelaces. Pretty crazy to buy shoes and then have to buy laces. What is going on, and why can't Altra replace the laces?! I have never heard of anything like this. And why would Altra be the only shoe I have ever seen that doesn't cover the top lace holes on the inside? Thank you.
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Mark S Stg

Faulty toe of shoe

Altra Running - Faulty toe of shoe
My toe is coming out of the top of the webbing of the toe on the left shoe. Im pretty sure I have the right size shoe. My toe does not hit the end of the shoe.
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Preferred solution: I love the shoe that I have. I would like to get a replacement or something that will work better for what I’m doing.

Lorna E Aab

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Terrible customer service

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Altra Running - Terrible customer service
Altra Running - Terrible customer service - Image 2
They refuse to let me return my trainers. The trainers are too tight. Sent numerous emails with just an automated response. I want a full refund ASAP. Awful customer service
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Loss:
$155

Preferred solution: Full refund

User's recommendation: Never recommend

Anonymous
map-marker Munich, Bavaria

Replacement inserts?

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Hello I have two pairs of Altra Olympus 4 AW21 in Size EUR 46,5 and I am hoping to get new inners for them. I'd like about 10 sets, if possible? Can you let me know where I can get them, please? Thanks
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Christie S Mbc

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Faulty Manufacturing ?

Altra Running - Faulty Manufacturing ?
Altra Running - Faulty Manufacturing ? - Image 2
Good morning. I am writing to share my concerns with your altra zero limits ALM1923G031 running shoes. I just recently bought my second pair. I really like them as I have foot problems and the shoes give me relief. My concern is that the colored treads glued to the bottom of the sole are constantly coming off. I do not run. I am a 60 year old woman that wears them 6 hours a day while working as a chef. This occurred with my first pair after about a month. I have now bought a second pair and after less than a week 3 treads have already had to be reglued. As I previously stated, I love these shoes... but for the $179 price I do expect much better quality. Please advise! I am willing to send pictures as proof of my claim. Thank you for your time and consideration. Sincerely, Christie Smith
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Lorna E Aab

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Verified Reviewer
| map-marker Kingston Upon Thames, England

Return of trainers

Altra Running - Return of trainers
Altra Running - Return of trainers - Image 2
I'm trying to return my Altra trainers paradigm 7 as they're too tight but so far have not received the return details from them. Altra running EU. I've sent a few emails with automated response. My order number is 800001**** My return number is 800000**** My email is pusseecat1968@***.com Can you help me with my return?
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User's recommendation: Not at all as the customer service is appalling

Leslie B Tmq

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Verified Reviewer
| map-marker Hinton, West Virginia

Sole pieces coming off

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Altra Running - Sole pieces coming off
Altra Running - Sole pieces coming off - Image 2
Altra Running - Sole pieces coming off - Image 3
I have a pair of Lonepeaks and a pair of Superior 4.5s and have had no issues, but a few months ago bought a pair Kayentas. After just a few times wearing the Kayentas the small pieces of sole pads started coming off. I am 66 yo. and by no means have mistreated these shoes, in fact they were the lightweight ones I chose to wear to town and social gatherings. Was wondering if there had been other complaints associated with this style? Thanks
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Loss:
$10
Pros:
  • Durability
  • Grip
  • Comfort
Cons:
  • Style

Preferred solution: I bought these from a consignment shop and they appeared to be unworn. I have purchased two pairs new previously and love the comfort

User's recommendation: The sole style on the Kayentas seems low quality as the small pieces of glued on pads are falling off.

Brian Cash Money

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| map-marker Salem, Virginia

Warranty claim never acknowledged

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Altra Running - Warranty claim never acknowledged
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I have sent 2 different emails to Altra Running Shoes Warranty Claims email address over the last 10+ days and have NOT gotten one single response back from anyone regarding my issue. I have only worn these shoes ONE time and the bottom of the shoe is peeling off and also one of the Toes is beginning to peel back from the Shoe (Exposing glue and gunk all along the toe and corner of the shoe). Please email me back and attempt to make this right for me because I am very upset! $125+ dollar shoes should NOT have these kinds of issues hours after the shoes first wear!! Sad thing is, I normally always purchase Brooks Running Shoes and they would have already had this email answered, replied and had a replacement pair of Brooks shipped out to their customer in a matter of 3 days (TOPS!). With that being said, step your Customer Service Game UP Altra Running!!! I will await an email back from you regarding this issue.... Thanks.... - Brian C. -
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Loss:
$135

Preferred solution: Replacement pair of the same shoes I bought. Mens Size 10 Altra Torin 5 Running Shoes.

User's recommendation: Check over your Altra Shoes thoroughly before purchasing in-store!

Anonymous
map-marker Albuquerque, New Mexico

Scam - they take your money and send cheap oversized shoes from Cina that are not what you ordered.

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Altra Running - Scam - they take your money and send cheap oversized shoes from Cina that are not...
Altra Running - Scam - they take your money and send cheap oversized shoes from Cina that... - Image 2
Ordered a pair of Altra trail running shoes from this site and received a cheap pair of oversized shoes. No response from company and only found out it was in China 2 weeks after I ordered. $105 down the drain. Buyer beware, this is a scam.
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User's recommendation: Do not buy from this company.

Arias Gqh
map-marker Olean, New York

Altra terrible customer service and a company that’s been bought and sold over and over

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.
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Samuella Mmi

Bad, bad customer service

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If you care about the quality of customer service when you have a problem with a company or one of its products, then don't do business with Altra Running. I tried to order a pair of Altra running shoes and didn't even get beyond the ordering. 1. I ordered the shoes online and received an email confirmation containing confirmation and order reference numbers. 2. When I didn't receive my order after almost a month, or even hear back from the company, I called customer service. 3. They told me that there was an error on my order form and they had sent me an email three days after they received the form. I never received such an email and was told by Heather, the customer service representative, that I should check my junk/spam folder. I had already checked and there was no email from Altra. 6. Heather told me she would send me an email explaining what was wrong with my order. 7. No email from Heather 8. I then emailed customer service inquiring how it was that I had received both confirmation and order reference numbers. Obviously, they have my order. 9. This what they wrote: "The only thing we can suggest is checking your spam it comes from Icon health and fitness. Or just placing the order again. We have no access to your personal information and can not see the reason why the order did not go thru." 10. OK. They have my order, they have my personal and credit card information, they have my order confirmation and order reference numbers, but they said that's all they can do. I can now conclude that this is a case of BLAME THE CUSTOMER. They didn't even try to help me, other than say I should place a a new order. There is no way I will do business with this company and, you can be sure, I will inform others about how Altra handles their customer service., or should I say, lack of it.. All I wanted was a pair of shoes and they ended up offering zero assistance. Talk about a turn-off on a company. This was an experience that will keep me away from them, forever.
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Cons:
  • Lack of service and no assistance
Reason of review:
Order processing issue

Preferred solution: Let the company propose a solution

1 comment
Guest

They suck..I’ve tried for 2weeks to return 2 pair of shoes that are new. No one returns any calls..I gues I’m stuck with these shoes

fototaker L
map-marker San Francisco, California

Avoid ripoff Altrafootwear at all costs!!

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I purchased a nice pair of running shoes late last year at Sports Basement in San Francisco. I took these to Spain with me in late December and wore them often. I soon noticed that after just a few months, there were rips in the shoe top netting, andholes in the top shoe fabric!! I emailed the company explaining in detail the situation and product including pictures, and got a reply. I replied to that the very same day, but never heard from them again. After a few days - more like a week - I get a reply as if nothing had happened. Was told I could order online or wait till I returned from Spain. Eventually I ordered online and upon arribal to SF the shoes were there. I wore them off and on for a week and fell while wearing them. I emailed and called them them after AGAIN no reply, and the guy who took my call after explaining all that happened and they constantly not replying to emails, provided me with a RMA (he said) to be emailed to me after hanging up. Three days later and NO emailed RMA I called, got a different person who emailed me the RMA before I even hung up. This company reps seems to have a serious problem of NOT replying or following through. I complained about this via email and of course after a week I didn't get a reply. After about a week heard fm Jean Harris in Returns which reads "Tony, how can we help you? What is it you need?". I replied again explaining all the shoe problems and all the forgotful Altra employees, and of course I never heard from HER either again. After a week of returning the shoes, I called and talked to her, and the response was basically DUH, so? Asking her if I get a refund after all the misery, and NO. So, i got an initial good pai, got a replacement that I fell it, got another replacement that gave me serious ankle pain (they didn't care at all), and now I am left without shoes. *** people, *** reps and employees, and *** UNconcerned and ripoff company in general
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Loss:
$70
Cons:
  • Poor and flimsy shoes design
  • Poor quality product
  • Lack of concern by reps
Reason of review:
Poor customer service AND poor quality shoes w/o solution

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