TracksmithReviews on record for tracksmith.com

Order was shipped and was lost in transit. More than a week passed. I asked for a refund. They said the order was shipped. I still don’t have a new tracking information.

The clothes are nice and seem good quality but the customer service is non-existent. Twice now items that I've bought on sale have gone down further in the sale and at this point been marked 'Final Sale'. Despite me buying the items earlier on in the sale when not marked as final, their system won't allow me to create a return and get a label. NINE days and three emails later, still no response to resolve the issue. I also noticed another person mentioned an item defaulting to XS in their cart. This also happened to me, I was confused about how it had happened and I'd been careful adding them to the basket but assumed it must have been my mistake. I also tried to email them to ask them to rectify it but never received a response to that either.

The aesthetic and marketing is there, but the quality and customer service isn't. I've used 3 different running tights from them. They have all developed holes within 1 year of regular use. That's worse than similar and much cheaper items from Nike for near 3x the price. I was intentional to only line dry and did not beat them up. I've reach out to support but did not hear back. I will not buy anything from them again.

The product quality is fine but sizing is quite inconsistent. That would have been ok, but they refused to accept the return because it was a sale item. Now, absolutely nowhere on their website does it say anything about not being able to return a sale item. I've been a customer for several years but this attitude just feels plain wrong, especially for a brand that tries to position itself as community-oriented. Order #1225591

Horrible service - BUYER BE AWARE The webshop made an error while putting items in my cart. When re-adding the shop defaults to size XS which i did not notice for ONE of my items. So I used the cancel feature on the website right away. But that does not work!! I tried from different browsers and documented this and wrote Tracksmith. They responded some hours later and had every opportunity to rectify this but just said "Thanks for following up. We understand your frustration, especially since you reached out shortly after placing the order. Unfortunately, your order has already been locked for processing, and we’re unable to make changes, cancel the order, or reimburse the difference so you can place a new order. We apologize for the inconvenience and appreciate your understanding. Sincerely, Dani" So they know their shop is broken, they could easily fix this but they choose not to. This is a brand that really wants to come across as classy and cool but to be that you need to keep certain standards. I had not seen Trustpilot before I placed my orders, but now I know I am not the only one.

I am leaving my original 1-star review below but including my updated 5-stars review on top. Needless to say I was very disappointed by my original experience with Tracksmith and the lack of support I was offered and wrote the original review. To my surprise, a few days later, I received an email from a different customer support employee at Tracksmith - Michelle. She allowed me to return the items without charging me (unfortunately DHL Express actually never delivered my return and I ended up getting it back! But that is not Tracksmith's fault though I wish they used a different carrier to the UK cos DHL Express proved beyond incompetent) - and even offered me a discount code if I chose to repurchase the items in the smaller sizes. I have since received my new order - which is perfect. And I cannot wait to wear them on my next run. With that in mind I will be purchasing more from Tracksmith. In fact thanks to Michelle I can say I will be a loyal customer. And side note - perhaps size down when you purchase items unless you are certain their sizes fit you right. As the size chart on the website truly got my order wrong. But bottom line is I am so pleased I now have the correct sizes. Thank you to Michelle from Tracksmith! Original review: A neighbour recommended this brand to me and knowing it was expensive - I made sure to measure myself before ordering so I would get the perfect items for my size. I was so excited when they arrive only to find out everything was too big! When you buy a running bra you want it to be supportive. When you buy running shorts you don't want them flapping everywhere around you. But that's what I got despite following the SIZE GUIDE on the website for each item. Returning the items would cost me a lot of money -- $25 to return items when I just want a smaller size. I emailed and noted the wrong size was ordered BECAUSE OF THE SIZE GUIDE ON THE WEBSITE and even gave my measurements. Then they explained there are two different size guides (what?! I never saw another one? Why on each would you have two? Ah yes to ensure if anyone complains you can just say they used the wrong guide! This is not a sign of good customer service!) And basically refused to help. Stay well clear. Note that this is the kind of company that if THEY MAKE A MISTAKE they will find a way to blame you for it just to ensure you don't get any support. It's a shame cos I am sure if these items were supportive they'd have been great. But nah. The clothes will remain floating around me and I will let the world know to stay well clear of Tracksmith.

Garbage company, garbage clothing. Fit is completely wrong, overpriced and scam returns

The most dishonest and deceitful retailer I’ve ever encountered. Spent $277 on heirloom hoodie and promised as part of the transaction a Chicago 25 label - never sent despite 3 constant promises. More broken promises. I have had to file a chargeback to my card issuer. I’ve spent thousands with Tracksmith over the past year - I won’t be ever trusting them again AVOID.