Run North West: most-reported complaints
Automated analysis of 1,031 public Trustpilot reviews published 2025-12-05 to 2026-09-20. TrustScore 5 from 14,153 total reviews — see the Trustpilot page. Quick answer: is Run North West legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report delivery failures, which accounted for 25% of the 44 identified complaints and show a falling trend. Late deliveries and unhelpful customer support each represented 18% of complaints, with the former also trending downward while the latter is rising. Other issues made up the remaining 14% of reports and are currently trending upward.
How to reach Run North West
These are the contact details Run North West publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone +44 (0)1625 528 887, email [email protected], address 1 Kings Close, Wilmslow, Cheshire, SK9 5EB, GB.
The company claimed its Trustpilot profile on 2023-11-07, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-03. Trustpilot ranks it 1 of 40 in Running Store. We last checked this profile on 2026-09-23 and found 60 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 1 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Excel Parking Fine from IWM North”.
Elsewhere: 4.9★ on Google (0 reviews)
TrustScore over time
5.0 → 5.0 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (97%, 1.7d) · 2026-08-18 (100%, 1.9d) · 2026-08-21 (100%, 1.9d) · 2026-08-24 (97%, 1.9d) · 2026-08-27 (100%, 1.9d) · 2026-09-01 (97%, 1.9d) · 2026-09-04 (100%, 1.9d) · 2026-09-07 (100%, 1.9d) · 2026-09-11 (100%, 1.9d) · 2026-09-14 (100%, 1.9d) · 2026-09-17 (100%, 1.9d) · 2026-09-20 (97%, 1.9d) · 2026-09-23 (100%, 1.9d).
Severity: 0% of this company’s 44 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 7.6 days between the experience and publishing their negative review (87 reviews record both dates).
What their policy promises
refund window: 90 calendar days
“You have 90 calendar days to return the item to us.”
refund window: 3 business days
“Refunds and exchanges will be processed within 3 business days of receipt and inspection/approval.”
refund window: 3 working days (7 during busy periods)
“We aim to process refunds within 3 working days of receipt, however during busy periods such as sale events and Christmas please allow 7 working days for your refund.”
support availability: within 24 hours
“We aim to get back to you within 24 hours of receipt of your parcel, although during busy periods this may take slightly longer.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. 1 change detected since we started watching on 2026-09-01:
- 2026-09-08: +0/-14 lines; removed: Pause slideshow Play slideshow | FREE SHIPPING ON ALL ORDERS OVER £50 (snapshot)
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 76 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of 2 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 76 company replies to negative reviews analysed, 68% engaged with the specific problem and 14% were generic templates.
Review provenance: 992 company-invited reviews in the recent window average 4.97★, while 63 organic (uninvited) reviews average 4.79★.
14% of its 1037 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: delivery failed makes up 25% of this company’s complaints vs a 21% median across 152 ranked companies in its sector.
Review velocity: 7,433 of this company’s 14,153 Trustpilot reviews (53%) were written in the last 12 months.
What are the most common complaints about Run North West?
Delivery failed
11 reports · 25% of complaintsfalling“I still didn’t receive the shoes”
The company replied on 2026-07-18: “Hi Jack, Thank you for taking the time to leave us a review. We are very sorry to hear your parcel has not arrived safely with you. We processed and dispatched your overnight order the following…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“My parcel arrived damaged had t be re sent”
The company replied on 2026-06-29: “Hi Anne, Thank you for taking the time to leave us a review. We are very sorry that your parcel was damaged in transit. As soon as you informed us, we investigated this matter and were able to…”
Our classifier read this reply as a substantive response.
“Still not delivered”
The company replied on 2026-04-28: “Hi David, Thank you for taking the time to leave us a review. We are very sorry to hear your item had not yet arrived with you safely. Having checked the Royal Mail tracking, it has been marked as…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Delivery late
8 reports · 18% of complaintsfalling“flatly refusing any refund or gesture of goodwill on the postage fee.”
“meaning i did not get them until day 5 as opposed to the following day which was the saturday after buying on the Friday.”
The company replied on 2026-08-15: “Hi Mr Mccaugherty, Thank you for taking the time to leave us a review. We are so sorry that Royal Mail sent your order in the wrong direction. We processed and dispatched your order on the day it was…”
Our classifier read this reply as a substantive response.
“Still not received my parcel.”
The company replied on 2026-05-20: “Hi Nicola, Thank you for taking the time to leave us a review. We are very sorry that your parcel has not yet arrived safely with you. We send all our parcels Royal Mail 1 - 2 Days Tracked and…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unhelpful
8 reports · 18% of complaintsrising since 2026-07“the ladies that was serving me didn’t seem interested in my needs. No advice”
The company replied on 2026-07-29: “Thank you for taking the time to leave us a review. We are very sorry to hear you had this experience with us. We have reached out over email to follow up on this and learn more. We wish to ensure…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
1 reader marked this review helpful on Trustpilot.
“the staff are extremely unhelpful when trying to return them”
“failed to offer it to me”
The company replied on 2026-08-28: “Hi Vera, We’re very sorry that you weren’t satisfied with your experience and sincerely apologise for the inconvenience caused. The Brooks Ariel and Beast are niche models, and the only shoe model in…”
Our classifier read this reply as a substantive response.
Other
6 reports · 14% of complaintsrising since 2026-07“I tried shoes and was forced to keep it because I tired it.”
The company replied on 2026-07-29: “Hi Shree, Thank you for taking the time to write us a review. We are sorry that you are disappointed with the outcome of our returns policy. Having assessed your return the shoes were sent back in an…”
Our classifier read this reply as a substantive response.
“I expect people to be surprised but he didn’t give me the greatest of reactions which made me feel awkward”
The company replied on 2026-07-29: “Thank you so much for taking the time to leave us a review. We are so sorry to hear you have had this experience with us. We wish each of our customers to feel appreciated and have a great time in…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I think it is wrong to have to pay postage on returns, no matter what the reason is.”
The company replied on 2026-07-29: “Thanks so much for taking the time to leave a review. We offer subsidised returns for £3. This is inline with most independent run speciality retailers and most charge more than our subsidised offer…”
Our classifier read this reply as a deflection.
Faulty product
6 reports · 14% of complaintsrising since 2026-07“unfortunately the trainers were a major disappointment and after a handful of uses they've fallen apart and stained throughout.”
“Most uncomfortable with the orthotics. Throws me off balance and the arch feels as if in the wrong place.”
The company replied on 2026-07-29: “Hi Christine, Thank you for taking the time to leave us a review. We are sorry to hear your trainers aren't the perfect fit. If you haven't already we would suggest removing the inner lining of the…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“after only a couple of months of normal use, the sole started peeling away.”
The company replied on 2026-05-14: “Hi, Thank you for your feedback. We are sorry to hear that you were unsatisfied with your experience shopping with us. We would like to investigate this further for you. If you could please email…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Not as described
3 reports · 7% of complaintssteady“failed to offer it to me”
The company replied on 2026-08-28: “Hi Vera, We’re very sorry that you weren’t satisfied with your experience and sincerely apologise for the inconvenience caused. The Brooks Ariel and Beast are niche models, and the only shoe model in…”
Our classifier read this reply as a substantive response.
“They say they are stability shoes but have no support and hurt my feet after a few days of wearing.”
The company replied on 2026-07-14: “Hi Hannah, Thank you for taking the time to leave us a review. We are sorry to hear that you are disappointed with the ASICS Gel Kayano shoes you purchased from us. The Gel Kayano range is designed…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“labeled size 5 but a very tight fit”
The company replied on 2026-01-22: “Thanks for taking the time to leave us a review Caroline, we're glad to hear you were happy with our delivery service! We’re sorry the size 5 felt tighter than expected. Where possible, we provide…”
Our classifier read this reply as a substantive response.
Compare Run North West with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-20.