“Ordered a running light...sent the wrong product (a £20 cheaper product). Emailed straight away to sort it out. No response, so called 4 days later.
Andy, was exceptionally unhelpful - asked me to send it back so they could work out what had gone on. He eventually found my email after insinuating I'd not sent one. No apology.
I asked if they could put the correct one in the post whole the incorrect was been returned, or refund the £20 difference...he said he couldn't as I might be trying to defraud them.
The alleged benefit of small local businesses is allegedly service - sadly this isn't my experience at run northwest.”
Hi Matthew
Thanks so much for your time in sending a review. I am very sorry that your experience didn't match up with our goal to always provide the best service.
Although your first email went into our junk, my team normally check in here most days and I am very sorry it took your call to our store today to alert us to your email.
Now that I have been in touch, since your call to my colleague Andy, I am pleased to have sent you a partial refund as compensation for sending the incorrect item, mistakes do happen and we are normally able to resolve these straight away, please accept my apologies that we didn't fully understand and resolve your issue when you called today.
I hope that from our review history you can agree this is a very rare occurrence for Run North West and please be assured that my number one goal is to always provide exceptional service and value as a business.
Best wishes Andrew Whittingham, Owner of Run North West.
“Great service and prompt delivery. Quality product at an affordable price. Nice touch that in the box with the shoes was a hand written note and a packet of love hearts. Will use again.”
“I had won 2 vouchers from Run North West. I emailed them and was advised how to order some bobble hats and pay using the vouchers. Received another email thanking me for the order and that the hats were on the way.
Only took a couple of days so thank you Run North West. Also got a 15% voucher for my next order which can’t be bad considering I hardly paid anything.
Brilliant customer service.”
“Excellent friendly service to help me spend the voucher I won in one of your fab races thank you - ordered on the Thursday and arrived on the Friday - brilliant!”
“Ordered a pair of ladies Brooks Adrenaline on Friday at an exceptionally competitive price for my wife. They arrived the next day on standard delivery. Outstanding service from a quality specialist running shoes shop.”
“When a find online service is outstanding! Free postage and arrived next day. Last seasons trainers that were actually reduced accordingly. I’ll be back and recommending you to others in my running club.”
“What a great find! I bought my new running shoes at a discounted price compared to other websites and they arrived extremely quickly (and on a Sunday, which was a massive surprise). Will definitely be using this website for all my running needs in the future.”
“Great experience with RNW! Great prices, excellent delivery and customer service. Couldn't ask for anything more. Product was perfect and a lovely personal touch from a small business. Would defineetly buy again.”
“This is such a wonderful online shop. The staff are absolutely amazing. I didn’t keep my order just due to the trainers not being right for me but the customer service I received will mean I will definitely buy from these again. Absolutely fantastic.”
“I ordered a pair of XC spikes for my daughter. They were a good price and arrived very quickly. Excellent service from Run North West. I’ll definitely be using them again to buy track spikes in the summer.”
“First time using RNW and will definitely be back! Brooks trainers at a great price and v quick free delivery, even a hand written note of thanks for using them. Fantastic 😀”
“I couldn't find the trainers in the right colour anywhere and had orders from other retailers cancelled. Run North West not only had them in stock, but delivered within a couple of days! The team were responsive and the whole process was very smooth! Love the trainers thank you - they arrived in perfect condition.”
