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Business Profile

Custom Shoes

AltraRunning

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Custom Shoes.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/21/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date:09/21/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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 Answer

    Date: 09/24/2024

    From: Lois Watts <[email protected]>
    Sent: Monday, September 23, 2024 7:20 PM
    To: Altra Customer Service <[email protected]>
    Subject: Re: US ALTRA

     

    Hi 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

    Date:03/20/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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.

AltraRunning is NOT a BBB Accredited Business.

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