“I’ve now spent over two weeks trying to resolve an issue with ASICS’s product team, and the experience has been extremely disappointing.
Communication has been slow, repetitive, and unproductive. I’ve had to explain the same issue multiple times to different representatives, with little evidence that my concerns are being properly understood or addressed. The process feels disorganised and, frankly, incompetent.
My complaint relates to the ASICS Gel-Excite 10, which I purchased following a professional in-store foot assessment. I have insertional Achilles tendinitis and was specifically advised to choose footwear with strong heel cushioning and support. The assessment clearly indicated high arches and concentrated heel pressure.
Despite this, the shoes significantly worsened my condition after limited use (around 20,000 steps). The heel pain became notably more severe, forcing me to stop wearing them. I then switched to the Hoka Bondi 9, which provided immediate relief—strongly suggesting the ASICS shoes were not suitable for my needs.
What’s particularly frustrating is learning that the advertised 90-day satisfaction guarantee does not apply simply because I purchased the shoes at a discount. This restriction was not made sufficiently clear at the time of purchase and feels misleading.
Overall, this has been a very poor customer experience. The product did not meet expectations based on professional guidance, and the support team has failed to handle the issue competently or efficiently. Furthermore if need to speak to their team make sure its in their restricted phone call timeframe with a 30 min plus wait time!
I would not recommend relying on ASICS’ product advice or aftercare based on this experience. Never again!”
“Their website is a nightmare, search in different places for the same thing and you'll get different products. Search under "Netball" and they'll show you two pairs, search "womens" and they'll show you netball trainers that are completely different. Their store staff are as bad as their website, unless you're a runner... then you're probably fine. Netball is the UK's largest women's sport, and ASICS sell sport specific kit, and yet you're made to feel that this market isn't as important as the running market.”
