ComplaintsforAltraRunning
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Complaint Details
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Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a pair of Olympus 5 gtx shoes . The soles on the bottom of the shoes started to separate. After doing research it turns out this is a known problem to this company. After contacting ***** for a warranty replacement and suppling them with photos and shoe information they refused to replace them because I didnt have my receipt from 10 months before. I feel this is unacceptable especially because they know that this is a problem these shoes have.Initial Complaint
09/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
30-Day Trial Runs Guaranteed*****ed placed 15 August ***** received ************ the last week on two different days I tried to initiate return on ***** Status page as directed by Altra Running website FAQs. There is nothing to click on to begin a return.***** number is listed as both #S0380795 and S038079501_ALT-US in separate emails, making it difficult to know what to type into ***** Status page.September 18 Tried to send message to Altra Running by replying to an email, ********************************************************************************************** Address Not Found/ Delivery Status Notification Failure Sent additional message through Altra Running website.September 19 Created a log in on Altra Running website to attempt return. After log in created, still no return option in ***** Status page.Sent another message through Altra Running website I just want to return the shoes and be given a refund. It should not be so difficult.Customer response
09/24/2024
From: Lois Watts <loiscwatts@gmail.com>
Sent: Monday, September 23, 2024 7:20 PM
To: Altra Customer Service <altra_customerservice@vfc.com>
Subject: Re: US ALTRAHi Zachary,
The thirty day trial run begins before I receive the shoes in the mail? I'm very surprised and recommend you change your wording. How can I give something a "trial run" before it arrives? I did try numerous times in the last week and a half to use the website to initiate the return. This would have fallen within the return window. I had difficulty with the order number because it is listed two different way in emails from Altra. I referenced the email dated when the shoes arrived which listed the order number as S038079501_ALT-US. Also, I would think my order history would show up in the Altra website account I created even if the return window had closed.
Thank you for accepting my late return. Your website says you typically respond within 24hours. When I did not receive a response to my messages sent on 9/18 or 9/19, I contacted the BBB. I will update them regarding a resolution for the return.
Sincerely,
Lois Watts
Initial Complaint
03/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased shoes directly from the company site. Only worn inside of a school 5 days a week and in less than 6 months, they are coming apart. Contacted the company as they offer a 1 year warranty on their products and was denied as they said it was not a defect even though it clearly is. Very disappointed that the quality is lacking at this price point and that they are not honoring their warranty.
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.