Nike Avis 525

Terrible Customer Service! Cut off on customer chat when I asked for a transcript. Lucky I screenshot everything!

I ordered two identical pairs of Nike slides in different sizes. When the parcel arrived, it was sealed and undamaged, but it only contained one pair. The second item was never in the box.
I contacted Nike as soon as I discovered the issue. Despite explaining the situation clearly, customer service repeatedly refused a refund or replacement, relying only on the fact that the parcel was marked “delivered,” which does not confirm that all items were actually included.
I asked multiple times for a human review of my case. I was told to reply to an escalation email, but the inbox was unmonitored. When I raised this again via live chat, the agents repeatedly told me to respond to the same unmonitored email and were unable or unwilling to help further. The live chat experience was extremely frustrating and felt entirely scripted, with no ownership of the issue.
For a brand of this size, the lack of accountability and meaningful customer support was very disappointing. A clear packing error was never properly investigated, and I was left without an item I paid for and a Christmas gift that could not be replaced in time.
I would not recommend relying on Nike customer service if something goes wrong with an order.

After 20+ pairs of Nike running shoes all size 7. I got a pair of Nike Alphafly 3 size 7. Went out for a run and after a few miles severe pain middle toe, lot of pain by return and toenail went black the following week. I did not try the shoes until I was about to train for a race. Because this was >30 days after purchase customer services say nothing they could do to help.

Awful experience, multiple times.
First I was sent leggings that were soiled with someone's dry blood..on the inside near the gusset. (These were ladies leggings too). Nike would not let me dispose of them and give a refund, they made me handle them and wait for them to be "inspected" to deem them faulty or not. Gross.
Then school shoes were leaking water in shoe, upon checking said shoe, there was a slit in the sole) this was discovered on the first day they were worn in wet conditions. Nikes manufacturing guarantee states that the manufacturing code can be found on the product, so the manufacturing date can be found, if found to have a manufacturing fault and under 2 years old they should be covered.. however they apparently cannot adhere to this policy as they can't use a manufacturing code finder 🤡
I think my last nerve has been used with Nike.

Ordered a pair of trainers and was provided with some addresses that my parcel could be delivered to. I chose a post office near me.

The delivery was attempted but the post office refused to accept the parcel as they don’t accept parcels from UPS. It’s really annoying because if that’s the case then why is this address being provided as an option in the first place?

My parcel is now going to be returned and I should eventually get a refund which is good but I did want the trainers so I’m disappointed.

Been awful for a while now in terms of delivery and customer focus.
Introduced a £50 minimum charge for free dleivery for members, when Adidas offer this to all members with no minimum spend, but fair enough.
Then, after charging high delivery prices to members, the delivery service is poor, offering a lead time of 11 days for delivery of an item that is well stocked elsewhere.
Said delivery then didn't arrive, but Nike told me it had been delivered. They then said Royal Mail had attempted delivery but my address was not accessible, which is untrue. I challenged this and Nike then said they delivered it to a collection point and I had to go and collect it, but I clearly ordered delivery to my home address and don't even know where the collection point is, nor can they tell me.
They then said that if uncollected, the item wil eventually go back to their warehouse and only then will they start to process a refund.
Horrible service. Will not buy from Nike again.

There needs to be zero stars with these companies, as it looks like there feedback score is 1.5 stars when NIKE should show -1.5 stars.

Ordered a pair of trainers for a christmas present, they are now using Royal Mail instead of DPD for deliveries something about being busy, and the picture shows that an expensive pair of trainers were left at the door according to the tracking details, no delivery updates or even a redelivery card was left.

Called NIKE who said they needed 8 days to investigate as no item was received, I called back after 10 days as still no update to be told they needed more time so I said raise a second complaint this time for wasting my time and the advisor refused, so I said now raise a third complaint about yourself again he refused, so I said escalate the call to your manager he refused and hung up on me.

So I called back asked again to speak to a manager and was told one would phone me within 2 hours, I said yeah were see and yep we all guessed correctly no call from a manager. So I have just raised a chargeback with my bank and within 5 minutes the full purchase price was in my account while HSBC look into these jokers.

We should be allowed to give 1 star!! What's the point of this review panel if nothing is being done? And they don't have a complaint department!! I took my order and the 31st December 2025 told me it would be delivered by 6th January 2026 then they kept Changing the date, then they decided I needed to go collect my parcel, I paid for delivery which wasn't done! Now they telling my I have to go collect my parcel from their depot, a person with limited mobility and now they telling.g me I need to wait to get a refund! I had to dispute my payment with them! It took them 5sec to take my money whu should I be inconvenience because of an error which was made by their team!! This company is run by robots cause ain't. O way a human being would treat someone like this

Ordered two items in October and paid with a combination of gift vouchers and card. Received an email to say one thing was out of stock. I decided to return the other item as I did not want to pay £4.50 postage for a small item that I only ordered to spend the rest of the vouchers. After messaging and calling them numerous times I received the gift voucher values back in two instalments. It is now 6 weeks later, further hours spent on their chat and on the phone, and I still haven’t received a refund for the amount I paid on my card. They continue to say I will receive an email to confirm the refund or an email to say they are investigating, and they just leave the chat. I am still waiting for those emails. The most appalling service I have ever come across.

Sends discount emails that don’t work and when you contact them they want you to either pay upfront and wait for a refund or tell you that the codes expired when it’s not …unhelpful and abrupt staff on the phone as well…won’t be getting anymore of my money…

I order 2 pairs of shoes,came different model different sizes,i return the items and even after 2 months i still not received my refund,i was in chat with them today and they said they didn’t receive the items,on tracking number it says delivered and they will not proceed my return.SHAME SHAME SHAME!!!!They are legal FRAUDULENT!!!Cover my GOUVARNAMENT

Absolutely appalling service. I can see why their rating is so low.
I have been waiting for a pair of trainers to be delivered since the 24th and the tracking hasn't updated. When I contacted Nike, they told me to wait 48 hours for the tracking to update. After 48 hours, the tracking hasn't updated and I contacted them again. Theh have then told me they will escalate this but I will have to wait 8 days for a resolution. I've already had to wait over 10 days for the item and now have to wait more. I asked to cancel the orders so I can reorder the items if they won't reship it and apparently they can't do that because they are investigating with the courier. That is an issue between you as a retailer and the courier not me the customer so I should not be the one having to wait for a resolution.

Worst customer service ever for “members”

Very poor customer service experience with Nike UK.
I ordered shoes from Nike, delivered by DPD. Despite being at home, the courier attempted delivery to the wrong address. I requested redirection to a post office, but the parcel never arrived on time (it was a gift), so I had to buy the shoes elsewhere.

Over three weeks later, the parcel is still uncollected and should have been returned to Nike, yet the issue remains unresolved. I contacted Nike customer service 3–4 times, explained everything repeatedly, and was constantly dismissed. Promised manager callbacks never happened. I also received a call from a foreign (Dutch) number, which I did not answer due to scam concerns, and was later given an unprofessional response by customer support.

Nike keeps referring me to DPD, while DPD sends me back to Nike. I paid Nike, not DPD — under UK consumer law, the seller is responsible for delivery.
Still waiting for a refund and proper resolution.

⭐️ Not recommended, especially in the UK.

would be zero stars. Nike are refusing to refund my money for an ite not received still waiting to be picked up my trainer for my grandson Completely unhelpful staff. Wish I read reviews before ordering as this was the one thing my children had requested for Christmas
and is now not going to be there on the morning, Clearly this is an ongoing issue with the company and its disgraceful how they're treating people. I will never order from them again. They couldn't care less about causing financial stress on people.

I placed an order on nike.com on November 28th, with an estimated delivery window between December 4th and December 12th. The package never arrived.

Once I realized it was late, I tried to contact Nike for help. The online chat was extremely difficult to use—after finally connecting with an “athlete,” the chat disconnected after about 20 seconds, multiple times, without any resolution. It felt like the chat was simply being closed on their side.

I then called customer service twice. Each time, I was told that a claim had been created and that the situation was “under investigation.” However, no one ever followed up. I was not contacted by email or phone, I was not told whether the package was lost, and I was given no clear next steps.

Now it is January 1st, more than a month after placing the order, and I still have no product, no update, and no solution. The lack of communication is unacceptable, especially from a brand as large as Nike.

This experience has been incredibly frustrating. Delays can happen, but ignoring customers and providing no information or resolution is not acceptable. I expected much better customer service from Nike.

Absolutely a disgrace from Nike. Such a huge worldwide company and the customer service is a joke. Purchased a pair of Nike TN trainers around 3 months ago, wore a few times then noticed the air bubble is burst. Contacted Nike to be told that because i never kept the receipt they can not exchange or even investigate the fault. Who in there right mind keeps receipts longer than 30 days. So Nike want you to keep receipts for any products for up to 2 years to cover there warranty??? warranty is worthless then in my eyes. £175 out of pocket now. WHAT A JOKE NIKE !!

Absolute disaster!!!! Delivery to a pick up shop, Argos in Harwich, who cannot release parcel without QR code. No code issued by DPD as driver marked it as delivered when he left it in Argos store for collection. Escalated to DPD and Nike who both failed to produce a QR code and after 4 days Nike and DPD both come back and say it is delivered. It is still in Argos store but cannot be collected. Spoke to Nike this morning and now trying to get a refund.

No order from Nike is worth the stress if they use DPD as delivery company!

Should be Zero stars and I wish I had read the many similar reviews before purchasing from Nike. You just dont expect such shambolic communications and customer service from this brand. I too recieved a parcel that had an item missing from the box. A box that had been opened and resealed in the couriers branded tape. 1st call to nike - I received an apology after sending the images of the box 5 mins after receiving it. Then received an email to say no refund would be issued. 2nd call to nike - even though i didnt ask for a refund i just wanted the missing items, i was told that no refund would be issued as the weight of the box was correct when it left nike (crazy response as it is likely the item went missing after leaving nike due to courier branded tape). I requested a review by a manager. Only to receive a further email to say refund declined. 3rd call to nike- (now a bit more stern) i was told that i needed to respond to the email to request a review by a manager. This was done, nike employee confirmed receipt of email there and then and i was told to await a response in 5 days. Only to receive another impersonal response to say refund request declined. 4th call to nike - asked why I received this, what looked to be automated, response. Was told that this was indeed an automated response. This was my fault because my email requesting a management review (as requested) didn't contain the exact words 'please can I have a HUMAN REVIEW'. despite being told during call 3 that this was going to happen after nike received my email. Apparently, "AI isn't very intelligent and because I didn't use the exact words it didn't go to a HUMAN and so the claim was closed. I subsequently sent another email which the nike employee acknowledged so I wait again for another response. This is a ludicrous situation which is clearly deliberately designed to frustrate, due to time taken, so that we lose patience and give up. I was tempted to give up as my time is precious and the missing item is a pack of £17 socks. However, I am now P'd off and will to take this all the way to the top. Shame on you Nike!

Do not order from Nike all the orders go missing and the customer support is AI robots. They are useless. My order is missing from 8th December they won’t just issue a refund they said they need to investigate it and they won’t issue a replacement they first need to investigate it and I was told this will take another 8 days. I am £200 out of pocket from trainers that I ordered 8th December expecting that would be plenty of time for Christmas and it’s still not sorted how is such a large corporate company getting away with treating customers like this. They are behaving like a scam site they offer no solution or customer support absolutely disgusting