Business Profile
Retail Shoes
Asics America CorpHeadquarters
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Complaints
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Complaint Details
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Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased a pair of ASICS Mens Gel-Game 9 Tennis Shoes, size 12.5, White/Mako Blue, from Amazon: order number 111-0943320-9526639 Purchased: Date: September 16, 2024 shoes delivered October 4, 2024 Purchase price w/ tax: $79.07 ASICS Details of shoes: Both lightweight& flexible, the GEL-GAME 9 tennis shoe is versatile for all-court players. Preserving its excellent support properties, our focus this season was to improve the shoe's ventilation and flexibility. Featuring an open mesh design on the upper to improve airflow and keep feet cool, this shoe is complemented with synthetic leather overlays and a PU (polyurethane) film that offers improved stability when making abrupt transitions. The TRUSSTIC technology in the midsole generates better stability on the court. At the same time, the new tooling combines an *** midsole foam with GEL technology cushioning in the forefoot to increase shock absorption. Additionally, the improved outsole offers better flexibility and a more durable design.DEFECT: The sole of the shoes is already worn down. Shoes are less than 2-weeks old.Attempt TO RESOLVE: Contacted ASICS seller to return & second attempt with ASICS direct. The shoes are less than 2-weeks old, ASICS response the soles are not under ********** there is no defect. I sent photos of proof. Request: I would like a full refund.Response from ASICS: I have reviewed your warranty claim again, and your shoes are not eligible to be replaced under our limited warranty program. Our limited warranty is offered for manufacturing defects in a limited capacity, and sole wear is not covered by the limited warranty. This is because every foot, stride, and running style is slightly different and it would be impossible for us to cover every shoe for every unique person on something like sole wear, as most of the factors are outside of our control.I also asked what limited warranty program is.Initial Complaint
10/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered sneakers. I was told they they shipped. A label was created on 10/10 at 4:17pm. They shipped on 10/11 are in olive branch, ** at 7:50. When I tracked it, they are still there. I've emailed the company. A few minutes ago I tried call them. I've been told I need to wait and Today is October 16th.Initial Complaint
10/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I am writing to file a complaint regarding Asics and the refund process for my return, which has been delayed without sufficient explanation or resolution despite my multiple attempts to resolve the issue.On September 18, 2024, I initiated a return for my order, and the items were successfully delivered back to Asics on September 20, 2024. After a week of no updates on the return status, I contacted Asics customer support on September 27, 2024, where I was told the refund was being processed, and the delay could be due to standard banking times (5-7 days). I was assured the refund was in progress.However, after waiting the full 7 days and seeing no change, I called Asics again on October 2, 2024, and I was informed that the warehouse had not yet accepted the items. The representative was unable to provide a clear explanation of what was pending. After a long and frustrating conversation, the representative reluctantly filed a claim and promised that I would receive a follow-up that same day, which I never did.I called once more on October 4, 2024, as there was still no update, only to be told that the case was being forwarded to the refund department and that I would need to wait an additional 3 days for a *********** has now been over 10 business days since Asics received the returned items, and each time I contact customer support, I encounter delays, vague answers, and broken promises of follow-up that never materialize. It is clear that Asics will not process my refund unless I continue to call, and I fear that without external assistance, they will continue to delay the resolution.I expect Asics to follow through with their return policy and issue the refund promptly, but my trust in their process is now completely eroded. I am requesting the BBBs assistance in resolving this matter as soon as possible.Initial Complaint
10/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I need help getting my money back from Asics. On August 4, 2024, I purchased several pairs of shoes from Asics Online Web Store for a total $1398.57. On September 8, 2024, I drove 50.4 miles to the Asics Store to return all pairs of shoes purchased on August 8th except for one pair of shoe that I am still debating if I want to keep it. After I completed my direct Return-to-Asics-Store the Asics Store Manager ***** told me that my Return-to-Store Refund would go back to the original credit card used to make the purchase in 7-10 days. It has been nearly 30-days and Asics still will not give me back my money.The attached Two RETURN CONFIRMATION eCOMM SALES ORDERS document that the Manager ***** at the Asics ******************* #**, ******************************, on 9/8/2024 via Delivery ********** and ********** of Order #: ASCUS49526**7 received 11 pairs of shoes.Initial Complaint
10/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a pair of sneakers from Asics on on September 10th via ******. They arrived on September 14th. Typically, I get fitted for running sneakers to be sure they offer the right support for my feet. I trusted this specific brand/style/year because I just finished with the same brand/style/year and was buying the exact same ones (different color) as my replacement. I added a picture for you to see I have previously purchased the same shoe (different color). Based on my recent experience with this exact shoe, I was confident in buying the same shoe online, instead of going to Marathon Sports (where I typically shop to get fitted). Once I received the shoe, based on my confidence, I threw out the box and began using them. I immediately started noticing an issue with my left heel/arch. I wasn't sure what was causing it because I couldn't imagine it was the sneakers. I use the sneakers for running and for walking. I need quality sneakers to support my feet. I wore them for the last time on Sunday, September 22nd, convinced it was the sneakers. I immediately experienced relief when I wore a different sneaker. I have used other brands such as **** and Hokas, both with great return policies that support issues with a sneaker identified through wearing them. Because I believed there to be a defect, I went that route. Why was this one causing me issues when the previous ones I just finished using weren't an issue? It's only the left foot and I can feel that it's different. My foot feels elevated on the inside. I reached out to Asics and they have been so unhelpful. I've posted pics of my communications with them. They decided it wasn't a defect, even without seeing them. They won't help me and return my money. I've had the sneakers for less than 10 days and can't wear them. They are hurting me.Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a pair of ASICS shoes on November of 2023 at a retail store (a store that is not ASICS).After a few months of using them they started to hurt my foot.I found out they were defective at the sole of the shoe. I filed for a Warranty claim with ASICS and it took them 2 months (!) to finally approve the claim. And so I received a $90 coupon that is ONLY valid to use at ***************************** Im forced to only shop *online* even though the pricing of ASICS online and other retail stores are not always the same. And the fact that my original purchase was not at an ASICS store. However I agreed to that. And so I went to SEVERAL stores to find an ASICS show that I like (more time wasted on my end). Until I finally found a pair that I like, I went to buy them online and I see that I need to pay $10 shipping. I called ASICS to inquire (since I dont think Im suppose to pay for shipping) and I was told that ASICS Never waives a shipping fee and the only way that I wont have to pay the shipping cost is if I open an account with **********************. Again, I agreed (even thought Im not interested in an ASICS account). The ********************** that I selected cost less than $90 (the value of the copoun) so I decided to buy 2 pairs (even though it means Ill need to add money).Then, when Im finally about to finalize the purchase, I see that the coupon I was given is only qualified for ONE Item. Thats where I draw the line and I dont accept. With all due respect, I paid $90 for a pair of shoes that were defective.I understand that sometimes things happen, but if I paid $90 I should get my money back or at least my moneys worth WITHOUT so many limitations on them. A more reputable, customer service focused company would have provided me with a check to do as I please or at the very least a voucher /coupon to do with as I please on their website.The best solution that I would agree to at this point is a OPEN coupon of $90 to purchase what I WANT at the **************************Initial Complaint
09/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Never recieved item and shipment lost in fed ex. *** ex directed us to the company which refuses to answer phones or email. One reply was sent however nothing happened since. No refund has been issued and no product recieved.Initial Complaint
09/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bought some new Asics shoes and there is a defect in the sole of the shoe. I have contacted the manufacturer well within 30 days of purchase since they were purchased on 8/24 and the manufacturer is refusing to honor their warranty. I have attached the pictures I sent to the manufacturer for the request along with my purchase receipt. This is completely unacceptable and violates their warranty policyInitial Complaint
09/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Item was ordered on Nov 14th 2023. It comes with the a 12 month warranty. Asics customer service notified me on Sept 2nd that they refuse to honor their warranty because they say the reason for the holes in the shoes appearing are because I'm not lacing them up correctly. I have had 100's of shoes purchased throughout my life and none had holes like this. IMO , this was an excuse not to have to replace the shoes. Please send replacementsInitial Complaint
08/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased shoes online @ Asics on 5/20/2024. I have been very busy and didn't return them immediately but it was within 90 days. I tried them on and wore them to play pickleball one time. It took me 2 weeks to get over the pain the shoe caused me. The Gel Resolution9 is vinyl on top/ I didn't know this. When you bend the shoe to walk, the outer creases and presses very hard on your pinky toe. The shoes are clean and look brand new. They told me they don't qualify for an exchange because "there isn't a visible mfg defect". The shoes aren't falling apart, they are literally designed in such a manner that anyone who wears them would have the same problem. I will never waste my money on Asics again. I just want to exchange them.
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Customer Complaints Summary
158 total complaints in the last 3 years.
59 complaints closed in the last 12 months.
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