Complaints

• Initial Complaint

  04/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered and paid for shoes that I never received after three weeks. I've emailed the company on several occasions and they have only regurgitated their shipping policy.....the shoes were never delivered and sit in a shipping company warehouse...meanwhile. I have no shoes, paid for them and shipping...no merchandise. I would like a full refund.

  Business response

  04/11/2022

  Your package is currently in transit. If the shipping provider returns the order to our warehouse, the order will be refunded. Alternately, you would receive a refund if you were to return the order upon receiving it. You may check the status of your delivery at https://www.fedex.com/fedextrack/?tracknumbers=9261299535539505994664&locale=en_**

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a pair of Asics shoes (Men's GEL-Venture 7 Trail Running Shoes) on December 3, 2020, from Dick's ******** Goods online. After about five months, the stitching started unravelling from the toe of the left shoe. I submitted a warranty claim (with pictures, etc.) and Asics honored the claim (since the shoe was defective), and sent a replacement pair. I have only worn the replacement pair intermittently since then, but the stitching on the toe of the replacement shoe has started unravelling in exactly the same place. I submitted a warranty claim for the second pair a few days ago (within a year of when I received the second pair), but after several e-mails back and forth, Asics denied the claim, stating "At this time, we are unable to honor your warranty claim as your original proof of purchase has now expired. Your original ASICS Gel Venture 7 were purchased on 12/03/21." I reiterated that I have had the second (replacement) pair for less than a year, but Asics still denied the claim. If their shoes come with a one year warranty, that warranty should run from when I received the shoes--namely, when they sent the replacements. Also, they made no acknowledgement that they are selling shoes that continue to be defective.

  Business response

  04/11/2022

  As indicated at https://www.asics.com/us/en-us/warranty-form/, the warranty is offered for one year and is not extended if ASICS replaces the product. Additionally, the product itself is not defective and this issue is unique to your use of the shoe; the product's average customer rating is over 4.5 stars out of 5 across multiple websites and over ****** individual reviews. The recurring damage in the same manner of a shoe is typically indicative of a fit issue or the model not being the correct model for its use, and we would recommend trying a different product or different size if you experience the same recurring damage in the shoe.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 2, 2022 I purchased 2 pairs of shoes for my daughter, who is a dog ******. She has used this brand and style(Gel Kayano) for years and has always been happy with the shoes. She often walks 10 miles or more each day.However, the latest purchase of these shoes proved to be very painful to her feet. She has worn them twice and cannot wear them at all. I tried to get a refund for these shoes, at $160 each, to no avail. I received an email stating the shoes must have original tags and be in the same condition as purchased. There is no way my daughter would have known how the shoes felt unless she wore them. She only wore them twice to know they were not something she could wear any longer. We have been loyal customers for many years but I can no longer be a customer if ******************** will not stand behind their product. I am very disappointed and would greatly appreciate any help to resolve this issue.

  Business response

  04/11/2022

  All customers are able to try on their shoes upon receiving their shoes to confirm a correct and comfortable fit, and we do not accept returns of used shoes, as written at https://www.asics.com/us/en-us/return-policy.html

  As our website exclusively sells new products and does not offer sales of used products, we are only able to accept returns of new, unused products. Since we cannot sell a used shoe to a customer that has purchased a new shoe, we do not offer refunds for shoes not returned in new condition. We hope this makes sense, but our return policy should address any other questions regarding our return process. For any future orders we are happy to provide information regarding the details of any aspect of a purchase at any time, such as the return policy, as ASICS **************** is available 24 hours a day, 7 days a week. 

• Initial Complaint

  03/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a pair of Asics shoes via the Asics website on March 21, 2021. My Order # is ASCUS43457009. According to ****** this package was delivered on March 24, 2021. However, this package is NOWHERE to be found. We have checked the entire perimeter of our home and the package is NOT here, so it CLEARLY was delivered to the incorrect address and I was never able to recover the package. I immediately filed a claim with ****** however, upon contacting Asics "customer service" (I use that term VERY loosely here) to request a refund (my husband needed these shoes for a trip we were going on and we did not have time to wait for a replacement order to be shipped), I was told that I would not be receiving a refund because Asics has to file a claim with ****** I explained that I had already done this on my end, but I was still refused a refund. I contacted Asics customer service again 2-3 days later and demanded a refund, but was refused yet again. I don't know what in the h*** kind of operation you people are running, but when a customer does not receive an order, YOU REFUND THEM. I WILL NOT have my money held hostage by you people and DEMAND an IMMEDIATE full refund to my original payment method. If I am not refunded by April 1, 2022, I will be reporting this to the attorney general's office in my state as well as posting a blast social media post about my experience with Asics on my business pages, which have over 5 million followers. This should NOT be this difficult and my refund should have been immediately issued upon my first contact to Asics.

  Business response

  03/31/2022

  Any order marked as delivered by the carrier will need to have a claim submitted. ***** allows the sender of the package to file the claim, which is why we need to file the claim on your behalf. If a package is not delivered, we do re-send the product to ensure what you ordered is sent. You will receive an update once we receive additional information from ***** regarding the package they have marked as delivered to the address you provided for your order. We will be happy to get the product you ordered to you once ***** provides us further details regarding the confirmed delivery.

  Customer response

  03/31/2022

  I SAID I DO NOT WANT A **** RE-SHIPMENT!!!!  I ALREADY PURCHASED ANOTHER ITEM LOCALLY BECAUSE I DID NOT HAVE TIME TO WAIT FOR A REPLACEMENT SHIPMENT!!!!  EITHER REFUND MY MONEY TO MY AFTERPAY ACCOUNT IMMEDAITELY OR I WILL REPORT YOU TO THE ATTORNEY GENERAL'S OFFICE FOR THEFT OF MY FUNDS AS WELL AS MY BANK AND AFTERPAY!!!!!  

   

  REFUND MY MONEY!!!!!!!!!!!!!!!!!!  DO YOU KNOW HOW TO READ??????  I HAVE MADE MY DEMAND PERFECTLY CLEAR MULTIPLE TIMES!!!!!!!  

  Business response

  04/07/2022

  Refunds are not provided for orders successfully delivered. We will await the results of the ***** claim before proceeding further.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered a specific pair of shoes, Mexico 66 in a size 9 but was shipped a completely different product. **************** will not ship the correct item. Business recommended solution is that I return the shoes that were shipped and reorder the item again

  Business response

  03/08/2022

  We apologize that you did not receive the item you anticipated receiving. We are capable of shipping the correct item, as we do this for more than 99% of our orders. It appears you have already requested a return label but have not actually returned the product. Once you utilize the free return label to send the product back to us, we will refund the order as per our standard return process.

• Initial Complaint

  02/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: 02-23-2022 Case No.: ******** Claimant: ***** Phone: *********** To whom it may concern:Claimant was on the phone with Asics **************** from 10:16 a.m. to 2:16 p.m. and was put on the hold for over 4 hours over the call (See evidence screenshot 1 below). Claimant got a volleyball shoe from the Asics website, but it is a little small, so I searched their website to find a way to return it. According to their website stating Return In Store: Bring your items to any ASICS store or ASICS outlet store in the **** for easy, free returns.1.Bring proof of purchase - order confirmation page, order details page, or order email. ASICS will issue a refund to the original source of payment. If the items were shipped to you, please note that shipping is not refundable. To find the closest store, use our store locator.So, I found a Dick's ******** Goods store by using their store locator nearby and went to the store to return, but I was told that they did not accept the returning at this store, so I ran to another Dick's ******** Goods store and was told the same. The false information provided by their company website cause my time and gas loss. I called the Asics **************** at ************* and a lady named Shantol B. answered the call around 10:16 am today. Shantol B. told me I only could return Asics shoes to the outlet store or with mail, but she cannot tell me why the Asics website provides false information to mislead customers. Claimant requests to talk to a supervisor. Shantol B. put Claimant on hold for about 15 minutes and stated no one is available to talk to Claimant. Claimant states to wait. Then Shantol B. states supervisor is available now, then she transfers Claimants call around 10:35 am. Claimant talked to someone (female over the phone) in a very short time, Claimant was put on the hold and forced to listen to the phone music when Claimant asked Who am I talking to?. Claimant was on the phone for about 4 hours, until 2:

  Business response

  02/24/2022

  ASICS did not intentionally place any person on a 4 hour hold. When the call was initially transferred to *********, as indicated by ********* your line dropped from the call so she was not able to speak to you, and at that point she disconnected the call.
  
  The person you spoke to handled several calls over the 4 hours after your call, and it is not possible for a person to continue taking calls from new customers while one is on hold, so it is not possible for you to have been placed on a 4 hour hold by that person either.
  
  Our website indicates that customers can return the products to any ASICS store or any ASICS outlet store. The website does not indicate that you are able to return products to third-party retailers such as Dick's ******** Goods. Dick's ******** Goods is not listed on our website as a place you are able to return items to. As the website indicates you are able to return the items to an ASICS store or ASICS outlet store, you would then use the Store Locator to locate an ASICS store or ASICS outlet store, rather than locating a Dick's ******** Goods.
  
  This BBB complaint indicates a "replacement" as compensation. If you return your shoes you will be refunded and you can purchase a new product if desired, but a product must be returned for a refund to be issued for that product. You can initiate a return through mail at https://returns.narvar.com/asics/returns or bring the unused, new product to an ASICS store or ASICS outlet store.

*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. ↩