Road Runner Sports

Service is zero stars. Maybe they are under-​staffed every time I have been here, coincidentally? I have been a Roadrunner member since the early 90s when it was just a mail-​order catalog. When I lived in San Diego I was loyal to the HQ store. Awesome service! .
This place is a joke. HQ: send someone here to train your folks, or add staff. You are losing customers. Local Alpharetta people: try other running specialty stores in the area, or skip the hassle and order on Zappos.

I walked in this store today, I had made up my mind about buying a pair of Nikes. I walked in with my husband and walked straight to the back to where the shoes I wanted were on display. (Nobody greeted me or anything)
The store was pretty empty, there was a lady in the back who was being helped by an employee, as i stood there looking at the shoe wall I was waiting for the employe who was helping the lady to finish with her and come and assist me or at least ask me if I could be helped. The girl hadn’t even acknowledge me but I assumed it was because the lady she was with was taking up all of her attention. There was another employee lingering around sweeping the floor so I called her and asked if they had the shoe I wanted in a specific color. She said they didn’t. She didn’t ask me if I wanted to try the one I was holding or any other one.
I am a very independent shopper, I barely ever ask for help with anything, however they only have one shoe of each type on display and none were my size, so I couldn’t try anything I needed somebody helping me! After the employee i asked the question swept away from me, I realized the other one who was helping the lady was finished and had taken her client-​I assumed-​to the check out line. So I waited some more… and more… and more… and finally decided to go get someone since I realized nobody really was going to come offer.
I walked to the front and I found a couple of employees lining on a wall simply happily talking to each other. At that point I was to upset to ask for help. I said «I would have really appreciated someone help me, but that’s OK» and I left the store.
I just don’t get it! I work retail… they simply didn’t care if I bought or not obviously since nobody cared about helping me. Did they think I’d walk out of there with a pair of shoes with no one helping me? O, no wait how could I? They store their shoes in the back room… I don’t think I have ever been ignored this way at any retailer. Simply very upsetting. If I could rate this 0 stars I would.

I was in recently and found the whole experience to be off-​putting. I can’t completely blame it on this particular location; the employees were mostly nice, but the business model absolutely lost me.
First of all, I walked in and was greeted in a really friendly manner by several people. That was a plus. But when I said that I knew what I was looking for, it was pretty much like, «no, you don’t.» Apparently the Shoe Dog gait analysis system knows what I need better than I do. Don’t get me wrong; I think it is an excellent tool that will benefit someone who’s new to shoe-​buying. However, I’m not that person. I’ve run a few thousand miles in several pair of shoes and can tell you that stability shoes cause me injury and neutral shoes don’t, and I know what’s comfortable and what’s not. I don’t need Shoe Dog to tell me that. Prior to my visit, I had been at a local competitor’s store. The defining moment there was when the sales rep looked at me and said «you know your feet. I’m listening.» This business model pushes Shoe Dog (so that you’ll then buy custom-​made inserts) so heavily that it seems to trump actually listening to the customer, who might REALLY just know his or her feet.
As for the $ 80 inserts, I already knew that they were not in my budget, and I mentioned this even before we went to Shoe Dog. The girl who was doing the assessment told me that they’ll go ahead and make them anyway, but you’re not obligated to buy them. This tells me two things — 1) they’re not worth $ 80 if they are so easily disposable, and/​or 2) if I DO buy them, then I am heavily subsidizing those who don’t.
I finally got to try on some shoes. There was only one person working that part of the process, and I felt bad for her. It was clear that she was under pressure because there were others waiting for her. She didn’t have any time to invest in looking through the inventory to find different options based on what I needed. It wasn’t her fault. Meanwhile, there were 3 different managers chatting up front who I felt could have pitched in to lend a hand in that part of the process.
At the end of the day, Shoe Dog and its resulting custom insert sales take precedence over hearing the customer. Had I been heard from the beginning, when I said I know exactly what I need, a good business model would lead the sales rep to think «I might lose out on a sale of inserts in this particular instance, but working with what this customer needs might result in the sale of a shoe.» Instead, I walked out with no merchandise and will patronize a couple other local businesses that value the customer experience over pushy sales tactics.

This 5 star review is for Michael W. only: I bought a pair of Asics that were on sale on New Years Eve. I got a pretty good deal and had a coupon. Cut to 5 days later and I see online that the exact same shoes are even cheaper than what I paid in the store. After being given the runaround by the Santa Monica, CA location (where I live) and the online customer service line, (which I’ll get to below that is separate from my review of Michael), I called the Alpharetta store and said I was directed to call them. Michael took down my phone number, figured out how to get me the price adjustment, and called me back within 10 minutes of my inquiry. As soon as I called back, he was able to credit my card back the difference. Thank you Michael for your excellent customer service. If everyone working was as helpful as you, we’d be able to accomplish a lot.
Now, for everything else, 2 stars. Here are a few things that could be improved upon: Yes, in the Alpharetta store, the sales associates do try really hard to up-​sell you. The one girl I dealt with insisted that I needed to do another assessment when I’ve known for years that Asics work the best for me. (So Michael, maybe when you’re training your staff you can have them be a little more gentle with customers when trying to get them to do the assessment. I think listening to customers is key so they don’t get mad and just leave the store.) The Road Runner company as a whole needs to get their shit together as far as offering price adjustments. I went to a store in person AND called online and they couldn’t help me. It wasn’t until I was helped by Michael that my problem was solved. That is too many steps before I was helped properly. The only reason people will pay for VIP or VIP Family is for better deals and better customer service.

I have to change my review of Road Runner Sports. I went into the Avalon, Milton, GA store to get a new pair of running shoes. I had never done the ShoeDog in person so they suggested I do it. While the store was empty, I still had to wait at least 10 minutes. I did the process and a pair of inserts were custom made for my feet. I wasn’t asked if I wanted them or any details. It seems to be part of the process.
After that I met with the «fit specialist.» We tried on many pairs in my shoe dog suggested range. During this time, I realized the inserts were $ 72. After I told this young man that I wasn’t paying that for a pair of inserts, the hard sale began. Also, he was very reticent to take my and my husband’s (who has been running for 30+ years – knows a bit more than an overweight kid about shoes) request for shoes to try on. I know what feels good on my feet and my husband knows exactly my routine. I felt my whole visit there was nothing but an argument with a condescending used car salesman.
The icing on the visit was being told I didn’t care about my feet because I don’t want the inserts. I guess coming in to buy $ 170 shoes says I don’t care about my health.
Needless to say, we won’t be returning.

I liked the atmosphere of the store. The staff was super nice and accommodating. They have a huge selection of running shoes to choose from. I will be back to find a running shoe in the future. They also offer 10% off if you check in with your Unilocal app.

I get that as Alpharetta grows it is filling up with pretty people. I am not pretty, I get that. Pretty or not, overweight or not, my feet will always be a size 12.5. I know I’m not unique in this, there are lots of us who have big feet and even if I suddenly become fit and skinny, I will still have size 12.5 feet, AND I run.
So why, Road Runner, a National Chain, with your 2000 pairs of socks on display, do you not have any size greater than Large? Large is swell, great, fine for people up to size 11.5.
It’s a shame, but hey, I have a few pair of the Balega Hidden Comfort in XL, I have a coupon from your store, I will go ahead and order them online… except you don’t even carry them there!!!
Sorry guys, I am happy you sponsor your wacky Thursday runs and love to get all about that craaaazzzzy attitude or whatever the hell you are trying to sell, but I will stick with supporting a Big Peachy local business because they have been here long before we were invaded by the pretty people and actually do carry my size.

I thought it would be a nice treat to take my 13 yr old son, who has taken an interest in running, to RoadRunner to get fitted for running shoes. They eagerly administered the ShoeDog gait analysis and fitted him for insoles. «Very nice,» I thought. They mentioned nothing of a fee for the FREE gait analysis. I figured I’d pay a bit of a premium for the shoes — and was happy to. My son was loving the experience. They also gave him a pair of socks to wear to try on his shoes. And here’s where it went downhill.
It took forever to get a few pairs of shoes for him to try on, but everyone there is so bubbly — almost too much. By the time we got to the check-​out lane, we had insoles, socks, shoes and the VIP membership. I cautiously asked, «How much is all of this? I really just came in for shoes.» The very smiley clerk said, «Let’s see… you saved $ 21!» «Yes,» I said, «but how much are we looking at?» He replied, «Your total comes to only $ 228.»
Apparently, the FREE gait analysis is actually $ 71.99 as they assumed we wanted custom insoles. Uh, no. Not for my 13 yr old. The socks my son liked… I don’t even know the price tag on those, nor did I ask.
What in the world? My son isn’t a marathoner. He’s showing an interest in running. That’s all. What a sick bait & switch.
I explained that I found this to all be very misleading. I bought the shoes, and as we walked away, my son asked, «What about my inserts?» He was heartbroken, and he was embarrassed that I was assertive in expressing my frustration at the upsell attempt.
You guys stink. It’s almost like you’re not good enough to just be great salespeople and sell great shoes. Why do you feel like you have to «sneak in» $ 128 worth of add-​ons? This description doesn’t even begin to express my outrage. Your tactics disgust me.
Buyer Beware. If you like being upsold, go here. Otherwise, steer clear.

Stood at shoe counter with a sample to try on and was never acknowledged. Three people walked by looking important and never offered to help. Lost a sale today as I needed cross training shoes. Won’t go back.

I was extremely disappointed to find that the employees are not trained to be giving any recommendations on proper running shoes. Many of the employees are not runners and have no clue what to recommend based on gait, mileage etc. You might as well go to Footlocker. What I found to be the most frustrating is that you can not run outside on the sidewalk to test your shoes like you can in practically ALL running specialty stores. And what really pissed me off, is that in order to return the shoes, if they have been tested outside, you have to pay an additional $ 20 (VIP) fee! This is NOT the case in other specialty running stores. My advice, go to Big Peach or another running shoe store where u get educated employees who actually run and you can test and return shoes without having to pay to do so!