Complaints

• Initial Complaint

  09/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am a longstanding customer of ******************** and have been wearingthe women's GT **** series for years. A pair of shoes typicallylasts me three months. I ordered three more pairs of the same style but just a differentcolor in mid-June to take advantage of a discount. Each pair only lasted two weeks. Although the shoe looks intact from the outside, the cushioning broke down so that it feels like you have no more support than wearing a sock. I incurred pain throughout my lowerbody after trying each pair thatwore down prematurely and had to seek medical treatment for the injuries incurred. I did not ask for any compensation for that. I just filed a warranty claim at the beginning of July as I wanted replacement shoes that were not defective. I explained that defects could not be visible in the requested pictures. The claim was denied. I asked to speak with someone. I received a reply that someone from the corporate office would contact me. I replied via e-mail and called to see around when that might happen so I could plan accordingly. This went on for many weeks, and I never heard from someone. I was told by a staff member at Asics when I called that the case was closed because it was denied. However, I never got the call I was told I would receive. I then was told that a supervisor would contact me. Every 72-hour period that you are supposed to wait for a supervisor would pass without a call, and I would ask for another call. No one called. This went on for more time. Eventually, I sent a message through the chat on the BBB website asking just to speak with an Asics rep. live to resolve this issue and not to take any action. I received an e-mail saying someone would contact me. No one ever did. I replied via e-mail twice, and I never heard back. I also called, and I was told that no one could speak with me because I sent a message via the BBB website. I spent a lot of money on shoes that I need and that did not last.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I contacted Asics and filed their warranty claim twice and both times it was denied. ***y claim they have a warranty program but they claim its user error. I have ran **** miles this year and bought 65 asics in my lifetime. I ran 4 miles and they broke. I filed two claims and they said it was ME. in four miles, and refused to talk to me or return a faulty product. Go on their ******** and everyone is saying the same. ***re is no customer service. You contact because you purchase with the idea of a good product and a warranty when in reality there is ZERO warranty even with bare use and its your fault.Again everyone else on social media is saying the same, and they told me to deal with it and keep broken 100 buck shoes with four miles.I wrote this on social media and basically it is my fault the shoe breaks with 4 miles. So they lie that they have a warranty programI am deeply appalled and upset by the Asics customer service. I have been a loyal ******************** customer for at least 16 years and buy 4 pairs of shoes a year. As an endurance athlete, I need a reliable shoe and typically Asics has been that. However, the last pair of shoes I purchased (Gel Kayano) had a manufacturers defectthe heel pad of the right shoe collapsed/slipped after one run of four miles. *** collapsed/slipped pad, which clearly was not glued or properly constructed left the right heel exposed and caused rubbing and pain. This manufacturing defect could cause significant injury. Due to this defect, I had to use another pair of new Asics shoe (same model and year) and I had no problems. It fit like my typical Asics running shoe. I was upset with the defect so I contacted Asics in order to get the shoes replaced through their warranty policy, because running shoes are expensive and should last more than 4 miles. Asics customer service was poor and down right rude. After following all steps they denied my claim, saying it was user error. ***y even sent me instructions on how to properly put my shoe

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered and paid for 2 pair of running shoes(Kayano 27) that in my opinion injured me due to being defective. I contacted customer service on 23 & 25 July 2022 and warranty **** 8 Aug 2022, all of which denied my requests to replace the defective shoes with non-defective shoes, I did not ask for a refund. In the attached pic's, you can CLEARLY see the defect in the "toe box" where a RIDGE presents when you press on the toe box, this ridge is thick AND stiff and I sustained an injury from this defect. I'm a retired Marine and have been running in shoes specifically ASICS shoes for 30 years & this is the 1st time I've received a defective shoe. After disputing the charge with my credit card company ASICS allowed a non-professional to reply to my credit card company and make a libelous statement that I was committing "friendly fraud". ASICS plays up their return policy when they will only accept a return if you've NEVER worn them AND all tags are still attached, how does this help a consumer who is injured by their product that can't possibly meet their ridiculous return standard. Looking at their abysmal BBB rating, I don't expect a favorable result from a problem I offered the SIMPLIEST of solutions to and was rejected. Now, I want a refund, of the FULL amount! Next stop, CPSC.ORG to see if they can offer a solution to a product that caused me and possible others injuries. When you produce a defective product, you don't get to hide behind a ridiculous return policy and subjective warranty process that can't possibly benefit a customer. I request this complaint remain on BBB website/files for as long as policy allows, hopefully to keep other potential customers from experiencing the abhorrent customer service that I've had to endure.

  Business response

  08/31/2022

  The part of the shoe you are claiming as a defect is standard component of running shoes. Running shoes are made with support at the front of the toe box so that the fabric of the toe box does not rest on toes in a correctly-fitted shoe.

  Customer response

  08/31/2022

  Not once have I claimed the defect isn't a standard component of running shoes, in fact, please, grab ANY running shoe from ANY manufacturer(new OR used) and press in the middle of the toe box and you will NOT be able to create/form the ***** edge that appears to be the defect. I have ****** 26's & 28's and NEITHER of them have the THICK, ***** edge that caused me pain/injury. This is NOT about proper fitting, I've been running(in ASICS), mostly ******'s but some Nimbus' and have NEVER, EVER felt the toe pain that I sustained in the Kayano 27's. I bought 2 pair of Kayano 27's from ASICS.com in the same purchase and BOTH pairs have the EXACT SAME DEFECT, it seems that whatever material used in the outside edge of the toe box is too thick and instead of being flexible and supportive is stiff and rigid causing not minor but extreme toe pain. I ran in both pair, alternating them over the course of about 6 weeks, after the toe pain got bad I thought it was the socks, check your website, I BOUGHT NEW RUNNING SOCKS ON JUL 13TH and after EXACTLY 1 run in the new socks, the toe pain was so bad I FINALLY figured out it was the shoes. It is incomprehensible how this defect can be attributed to fitting.

• Initial Complaint

  08/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a pair of shoes on Asics.com on 8/13/2022. order # ASCUS44039966 The shipping & billing addressed were wrong, so I emailed on 8/13 to cancel the order. Asics refused to cancel the order or issue a refund, and the order has not even shipped yet. I called on 8/14 and asked again to cancel the order and asics again refused. I am asking for a full refund in the amount of $203.69. Thank you *******************************

• Initial Complaint

  08/02/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Poor materials used in product, the sole gave in after less than a month of use. Company will not stand behind their product.

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Bought a pair of tennis shoes on asic.com. Realized I ordered a womans shoes instead of men. The shoes had not been delivered to the pickup point (store). However, ASICS.com said that they could not cancel the order for a refund until the shoes got to the store, that it could take around 7 business days for them to receive cancellation, then around 10 business days for them to process cancellation, and several cycles for me to see the credit in my card. As to why, if the shoes had not been received, picked up, or used and they could not do the cancellation, allow me to exchange with the shoes that the store has in stock, or send to the store the correct shoes, since they had not been received or used, makes no sense. The aforementioned, in my opinion, is one of the worst customer service policy and experience Ive ever come across. Its a shame, because the quality of shoes is excellent and the store customer service is also excellent. However, this experience has let me to a point that I dont feel that I would ever buy from ASICS shoes or merchandise for my daughter or me.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a pair of Asics running shoes in September 2021. I noticed in May of 2022 that there was a seam separation on the top of one of the sneakers. This is odd and I contacted Asics on their website. This was the most money that I had ever paid for a pair of sneakers. It was disappointing to see that the quality and workmanship of the sneaker had declined so quickly. The sneakers were still covered under the one year warranty. I started exercising in January 2021. I started with walking and worked my way up to running on my treadmill. My point is that the sneakers were not ****** used. In fact I had a second pair that I alternated using. I sent Asics a copy of all of the requested documents...pictures...receipts. After 4 days I received an email that my claim was denied.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a purchase at the Asics Retail Store at the *********************** 11/13/2021. I purchased 2 pairs of Asics Gel Jadeite. The shoes require a warranty exchange (Tear in the mesh) but require a receipt. I went to the store and they were able to provide a transaction number but due to the length of time could not provide a receipt. When I contacted ASICS **************** number they state they are ecommerce and cannot assist in obtaining a copy of the receipt for warranty. After calling back the agent stated they would escalate to a Supervisor but they would give the same answer as they are ecommerce. I offered a copy of my credit card statement showing the purchase along with the ASICS Store receipt/transaction number. The agent insisted on repeating that they could not help and could not provide a solution to obtain a copy of the receipt. This is very unacceptable as I am within the warranty period and have gone out my way to obtain a copy of my receipt. I need ASICS to make this right and replace my shoes. 10+ years and thousands of dollars spent on shoes and this is not a way to assist your customers when they have an issue. I hope ASICS can make this right.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  On 4/20/2022, I ordered a pair of shoes on asics.com. When I clicked "order" an error message came up. I checked my email to confirm whether my order was submitted or not. I waited a few minutes, and after nothing arrived I went back to asics.com and checked my order history on the website. No order had been processed. I then ordered the shoes and ended up on a confirmation page. I went to check my email and saw two confirmation emails with separate order numbers came within 2 minutes of one another. I immediately contacted asics.com via their websites chat function and phone number. I was informed it was too late to cancel either order and I would have to accept both pairs of shoes and ship one back at my own expense for a "free return." I asked to talk to a manager and was told someone would call me back at Asics' convenience within 48 hours. I have had issues with asics.com before and, following the same procedure for an unrelated issue, never received a call back. The customer service is atrocious and the site's inability to amend for its own errors is unacceptable. Also, not having a supervisor available to discuss is bizarre. It is like they know how bad their site is and have created a customer service policy to avoid dealing with customer ********************************** is the worst web store I have ever used. I regret going back to it after my issues from a few years ago and I never plan to wear or buy Asics ever again. And I am going to tell everyone I know.

  Business response

  04/27/2022

  After you placed multiple orders and were informed that you could not cancel the orders, you were also informed that you are able to return the orders for a full refund. It is clearly stated on our website that all orders are final and cannot be cancelled once placed. You may view this information at https://www.asics.com/us/en-us/faq.html

  Please let us know if you need any further assistance with your returns.

  Customer response

  04/27/2022

  This is more of the same. When this whole thing happened, I contacted asics.com via their web portal's chat application as well as calling their customer service help line. I was told a manager would call me back within 48 hours. To date, no one has called me. In addition to their website's errors, their inability to take responsibility for their terrible customer service, their inability to offer any resolution to inconveniencing their customers, they also do not do what they say they will do. 

   

  Also, after looking at BBB's asics.com site, I see a complaint on 02/05/2022 is substantially the same as mine. Asics.com is a horrible web store. And, I think their obtuse response to my complaint shows the problem comes from the top down.

  Business response

  05/03/2022

  Multiple calls were made to you by our supervisors - April 28th and May 2nd. When you did not answer, voicemails were left on both occasions, and an email was sent to you on May 2 after the second voicemail. We have responded to your communications and provided all of the information necessary to resolve your issue.

  Customer response

  05/05/2022

  Once again, Asics response shows a total lack of responsibility on their part.

  Asics called me AFTER I complained to BBB about not receiving a call from a manager. They even failed their own standards. Asics website claims to have 24/7 customer care, however there are no immediately available managers. Instead, if a customer asks to talk to anyone with any power to address their issues, they must ask to get a call back that is supposed to come within 24 to 48 hours. However, Asics management team did not attempt to contact me for 8 days after my request to talk to a manager (and, only after I complained about it to the BBB). And, even then, they left a voicemail for me during work hours without any contact information for me to call back. On May 2, at 6 am my time, I received another call and was sent a follow up email. I responded to the email at around 8:44 am that same day and still have not received a response 3 days later. This is unacceptable customer service. How can you expect to resolve customer's issues when you only respond to complaints almost 2 weeks later? And, you only responded because I contacted BBB.

  
  The email offered me a "shipping refund." This is not proper compensation for the time it has taken me to even have my complaint acknowledged by your customer service management team (which includes time I took to talk to the BBB). Furthermore, the inconvenience of mailing back shoes and waiting to be compensated because asics.com has errors known to your company. This is all asics.com's fault--you have acknowledged your website has these errors. Furthermore, as a OneAsics member, my shipping was free--so Asics offer doesn't even make sense. I am not looking for a shipping refund. Instead, I am looking for assurances that my experience will not keep happening and your company respects its customers. I have not seen any such assurance or efforts by anyone at asics.

  And, even according to BBB's website, my experience is not unique.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/15/2021 Purchased Asics GEL Cumulus 23 at Tanger Outlets *********, ** for $******. The third week of March I noticed a hole at the top of the toe and I then looked at the opposite shoe and noticed that the fabric was breaking down as well. I contacted ASICS about the defect and was told that I needed to resubmit the pictures in a different format and I also needed to provide proof of purchase. I explained to the customer service person that up until *******, I had the receipt but I purchased a home and moved on 1MAR22. I contacted the store three times on 15APR22 and was told they could not trace a receipt because they didn't store the data and had no idea how to do it. I contacted ASICS customer service three times on ******* and was told they did not have any idea how to retrieve the receipt since it not an online purchase. I reviewed my bank statement for **** and July 2021 and there were two purchases made to ASICS..one was a online purchase which I returned to the store on 6JUN21 and the other purchase was on 15JUL21 for ******. All I asked was for ASICS to accept the bank statement posting as proof of purchase but they refused to accept it. I inquired as to how was I supposed to get the receipt without going back in time and they told me the store could print it. Again I called the store and they told me to contact customer service and get a copy. I just want either my money back or a replacement pair of shoes because the material is defective. I have other shoes from Asics and I have kept them for seven to eight years and they have not broken down like these shoes did and they were used in the gym everyday but these were not worn all the time.

  Business response

  04/20/2022

  A valid proof of purchase is required for a product to be eligible for a warranty claim, and this must be provided by the customer in order to confirm the purchase was made from an authorized retailer within the warranty time period. Without being provided this proof of purchase we are not able to confirm the product is eligible for the warranty and therefore the claim would not be reviewed or approved. As a bank statement only lists a purchase total and a vendor, it does not confirm a purchase of any specific product and therefore does not qualify as a proof of purchase of the product.

  Customer response

  04/20/2022

  I would like a copy of the receipt from Asics for the date of purchase on 15JUL21 at the Tanger Outlet, *********, ********. I have requested a copy of the receipt from the store and customer service several times but no one knows how to retrieve it out of their system.

  Business response

  04/27/2022

  Our stores can sometimes reprint receipts, but we always provide a receipt to customers at the time of purchase. We recommend keeping that receipt if you wish to request any form of return or warranty review for the product purchased.

  Customer response

  04/27/2022

  Please provide a copy of the receipt. Prior to February 2022, I kept all receipts for items purchased at Asics but I purchased a home and shredded excess paper. I'm sure that the receipt was shredded so I'm asking for an excetion to your policy. I really want to remain a loyal customer and your decision to provide the exception to policy will determine if I ever puchase from Asics again. As, I stated the store manager says that he can't retrieve the receipt or doesn't know how on the store issued Ipad. **************** can't do it and the only proof I have is the point of sale on my bank card. Thank you for the consideration.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩