Nike Avis 525

I bought a pair of trainers from a Nike outlet around 9 months ago. From day 1 they squeaked. Initially I thought this would disappear if I wore them enough but it never did. Checking on line recently I saw lots of posts complaining about the same issue. I rang Nike who advised me to take the trainers back to the shop where I bought them. I did this and even though I did not have a receipt and the trainers were bought 9 months ago, the manager (Pat at Swindon), helped me to trace the recipe on their records and then offered to replace the trainers or give me a gift card. Excellent customer service! I would recommend Nike and their shops to everyone.

I wish I had read the reviews before buying from the Nike online shop. I have just received my order, and two items are missing from the package as two T-shirts I paid for were not included.
They are now asking for 8 days to investigate this issue due to the high volume of missing item reports they are receiving. This is unbelievable. I am suspecting Nike are using automated systems (robot) to packing items.
I deeply regret this experience, as it has ruined my son’s day. He was expecting all the items I paid for by the 2nd of December, and they have failed him so badly.

I returned 2 items in the same package from 2 different orders. I mistakenly only registered one return but as they were in the same package the agent I spoke to said it wouldn’t be an issue. Once the return reached the Nike warehouse I was only refunded for the item i registered. I have had this investigated and they are saying there was only one item. They ARE LYING. I had 3 other items from the order which I kept but will now be sending back as I don’t want to give them any of my money with the horrendous customer service they have provided. I have worked in retail for over 20 years and know that when you receive returns that you scan the goods even if they didn’t have the register return for the other item so stocks line up, both items came in the same package from the same address so it’s easy to track. The fact that they are stealing peoples money is unacceptable. You purchase from companies in good faith and this is what happens. I have also provided proof of postage which has done nothing.

Very disappointed, awful customer service - trying to even get in touch is a like running the gauntlet, i didnt receive all items i will not use again - not good enough and now have a battle to get my items or money back

Terrible customer care ordered two items one wasn’t in the sealed box when I opened it but they refused to believe me even when I told them they was breaking the law I will never order off them again I am now out of pocket as they won’t even refund me be careful ordering off this company.

I recently ordered an item from Nike which was delivered via Royal Mail. The parcel arrived in an unacceptable condition, yet Nike are refusing to take any responsibility and are instead trying to shift the blame entirely onto the courier.

This is completely unacceptable. Under the Consumer Rights Act 2015, the retailer is legally responsible for the condition of goods until they are safely delivered to the customer. Royal Mail acts on Nike’s behalf, which means Nike—not the courier—is liable for any damage, loss, or negligence during delivery.

The Consumer Contracts Regulations 2013 also make it clear that goods must arrive in the condition described at the point of sale, and if they do not, the retailer must provide a replacement or refund without making the process difficult.

Despite this, Nike have failed to take ownership of the issue and have left me to deal with the consequences of their chosen courier’s failure. For a global brand, this level of customer service and disregard for consumer law is extremely disappointing.

At a minimum, Nike should:
• Dispatch a replacement item immediately, and
• Provide a prepaid return label so the damaged item can be sent back at no cost to me.

Sadly, this experience shows how little support Nike provides when something goes wrong. I expected far better from a company of this size.

I spent 110 pounds on Nike Air Force 1's for my son and the soles started peeling off at the heels, then the front, after about 6-8 weeks. It got progressively worse over the next three months. Unfortnately, due to moving house, I delayed taking the trainers back to the store until 7 months had elapsed. The shop sent the trainers for analysis and told me that no manufacturing fault was found, it's due to "wear and tear" they said. I will not be buying Nike products again. Based on my experience they're poorly made and overpriced.

Everything was good until I changed my debit card then the site would only accept credit cards or payment through Klama or PayPal. I went with PayPal first & then Klama as a one off but then I couldn't close my accounts. I was sent round the houses constantly having to exit the site to get a code then being locked out & having to go back to the start again & then when I eventually got to the cancel part it wouldn't let me as Nike still hasn't taken payment for the order! 2 whole evenings wasted going round the houses! Then all I got was bots asking me what the problem code was! Nike needs to put a debit card option on their order payment options. Very disappointed as until now the service had been good.

I am extremely disappointed with my experience with Nike. I ordered a pair of customised shoes and waited a long time for them. Then, without any delivery attempt or notification, the package was returned to the sender.

I tried contacting customer service several times. I waited a long time in the chat and no one ever replied. When I called, the only “solution” I was offered was a refund — even though I clearly explained that I want the customised shoes I paid for. I shouldn’t have to repeat the entire customisation process or wait another long period because of an issue that was not caused by me.

To make things worse, I was sent an email from a non-reply address, so I couldn’t even respond or continue the conversation as I was told I could.

At this point, I still haven’t been given a real solution or a replacement. I simply want the shoes I paid for to be resent. This has been frustrating, time-consuming, and disappointing — not the level of service I expect from a brand like Nike.

I am writing this review in surprise of Nike’s customer service and no way of making a complaint.

I have been purchasing from Nike for a long while and have never had an issue until now. I do buy quite a bit and items are not cheap.

Received a message from DPD and Nike to say they tried delivering my order. They did not as I was home and the door did not ring. DPD took the item to a locker however without noticing I was only given a few days to collect. As a working person, the earliest I could collect was Saturday but when I did go to collect I was too late. The parcel was to be collected before Friday - this is ridiculous as Nike should at least give a week.

Called Nike customer service and was advised I would need to call again on Monday. I found this absolutely ridiculous as I don’t understand why I need to be chasing Nike when they should be providing me with a service. When I asked to speak with a manager or to make a complaint, I was advised neither of these options were available. This is the first time I have ever been aware that a large company doesn’t have a manager or complaints team. Even small companies have one!!

I have now been told I need to wait 8 days for an investigation. To me this service is appalling as I’ve paid for my goods, this hasn’t been received and I have to wait a good while to have potentially resolve. This situation has put me off Nike and I’m thinking of changing brands..

I ordered a jacket for my daughter, but sent the wrong item. The first customer advisor I spoke with asked for numerous photos which I provided. They advise they are looking into the issue however ended the chat to go on lunch. The second customer advisor was confused about the issue when it was written clearly what the issue was. Wasted 30 mins ended up calling to be told I need to return the item and reorder. Absolutely joke, Nike must think everyone has time on their hands to be raising complaints on a failure they done. Awful customer services, time wasting. To only realise the size I wanted was sold out, had to try the size above hopefully this will fit my daughter for the winter.
Seriously, no duty of care, accountability.... Nike please note you could potentially lose customers and the millions you make if you don't invest in your staff. It's not that hard, simple! - Training goes a long way!

And, why don't you have an email address? Which large organisation don't have an email address to raise complaints!

Absolutely terrible experience. They fail to deliver the product and provide a refund. You would not expect this kind of behavior from such a major brand.

Order over £700 of items in 2 parcels. Both missing and Nike just don’t care.

Was initially told to walk around the local houses and ask if anyone has them.

The told it happens all the time and yo wait for around 8-10 days so they can look in to this.

Theirs customer services representatives seem to take great delight in not wanting to help.d

I have always bought Nike Air Max BW or 90s, but the quality of my last two pairs has been shocking. My most recent pair cost £130, I’ve only had them since May, and they are hardly worn. Unfortunately, they have now become too uncomfortable to wear due to a lump inside the back of the shoes, which I believe is a manufacturing defect.
What has disappointed me even more than the product quality is the appalling customer service I received. When I contacted Nike, I explained the issue clearly—that the problem was inside the shoe and not visible externally. Instead of listening or trying to understand, the representative kept repeating that there was “no damage” and blamed it on “normal usage” or “wear and tear.” Every time I was asked, “Is there anything else I can gladly assist you with at the moment?” I replied, “Yes, please explain what counts as a manufacturing defect.” My question was ignored repeatedly, and I just kept getting the same generic message.
Eventually, after I pointed out that this was rude and unhelpful, the representative left the chat without ever answering my question or resolving my issue. I felt completely dismissed and unheard. For trainers at this price, and as a loyal Nike customer for years, I expected much better. This experience has left me extremely disappointed—not just in the product, but in the way Nike treats its customers.
Nike needs to seriously review how it handles customer concerns and train its staff to actually listen and respond to questions.
It’s a shame I have to give one star just to write this review.

Dpd said they delivered my pracel left it in shed i have got home from being out all day and no pracel.nike wont do anything wont give me refund telling me to gwt onto bank done that.and now nike wont get on to clearpay to stop rest off payment they are the worst dont order from them coz ur get ni help off customer service

I bought a pair of trainers and they arrived with glue all over them, so I had to return them.
​I ordered another pair, which arrived a few days later—longer than expected due to Nike's website issues. When the new pair arrived, it looked like a five-year-old had been playing with glue; it was highly visible everywhere on the trainers and particularly noticeable near the Nike tick.
​It appears that Nike has no quality control or inspection process.

I was served by Andrea this morning in the Nike shop at the Arnison centre in durham and she was very helpful and friendly. Thank you 😊

placed an order 4.10.25 (7 items) 1 item of the order was not delivered in the box - called up Nike who informed me the weight on the box was correct for 7 items and they will not issue a refund... i finally got my refund after back and forth phone calls and emails.
i then requested 2 items be returned and i drop them at local post office both packed up together and no different to the last 11 years of dealing with Nike and spending lots of money with them.
they have only refunded me for 1 item and have totally refused to refund the other item they are saying its not in the return parcel(which it was) i have been refused refund 3 times on email and also unable to speak to any manager on the phone calls and the rudeness of the staff is off the scale.
you are unable to contact head office by phone or email and the Nike Assist email that have emailed me saying matter is now closed your emails bounce back as you cant email it.
i have now sent a letter via a solicitor to the London address on tracker 2 days ago and nothing has been signed for
they are nothing short of a joke DO NOT USE THIS COMPANY
THEY NEED INVESTIGATING AS THE AMOUNT OF BAD REVIEWS THEY HAVE IS OFF THE SCALE DOES ANYONE KNOW OF ANY WAY TO CONTACT THEM ?

Absolutely shocking customer service from Nike when ordering online. I ordered two pairs of trainers using a discount code they sent me. The trainers never arrived, and I received no updates about the delay. When I contacted Nike via live chat, I was told the shipment was “stuck.” I asked for the order to be resent urgently, which they said they would investigate, only to later cancel my order without my consent.

When I queried this, I was told they couldn’t re-ship because the expected delivery date had passed, even though the delay was entirely their fault. They said they would issue a refund and told me to reorder at full price, then email them for a price adjustment to honour the original discount.

I reluctantly reordered, but two weeks later I still haven’t been refunded for the first (cancelled) order, and they haven’t applied the promised price adjustment for the second order. I’ve been charged twice and only received one shipment. Despite multiple calls and emails, I’ve had no resolution, just broken promises of call-backs and updates that never happen.

Over £300 out of pocket and no accountability. For a brand like Nike, this level of service is completely unacceptable.

Bad doesn’t even cover it. Trainers left outside. Went missing. Had specifically asked for them to be left with my neighbour. 12 days and still no results from Nike. The very worst customer service from any store I have ever had. I will never ever buy direct from Nike again. It’s a joke. No trainers. No money and no service.