I never expected this from a brand like Nike. I purchased a pair of shoes that arrived with a clear manufacturing fault — both pairs had visible white glue around every edge. I wore them once and returned them immediately with full photo evidence. Despite returning them within the legal return period, Nike refused to issue a refund and claimed there was a "resolution previously communicated" — even though no explanation or resolution was ever provided. I received the same copy-paste answer repeatedly, and the case was simply closed. No accountability. No refund. No inspection details. No customer care. As a loyal Nike customer for years, this experience has made me feel ignored, dismissed, and undervalued. It's shocking that a global brand refuses to take responsibility for an obvious quality defect. I will not be shopping with Nike again, and I will be sharing this experience publicly so others are aware of how returns are actually handled — especially when the product is faulty.
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Nike Reviews Summary
Positive Highlights
- No positive aspects of customer service were mentioned in the reviews.
Negative Highlights
- Customer service may refuse refunds for faulty products without clear explanation.
- Resolving issues with third-party purchases can be complicated by documentation requirements.
- Gift card problems may only be resolved after filing external complaints.
Most commonly discussed topics
The most helpful reviews behind these summaries
I bought two pairs of Nike Vision trainers ('pumps') from Sports Direct (white, and black and white) and as we all know they give credit-notes instead of returning people's funds - credit-notes are much of the time pointless if you happen to have very particular clothing tastes - and which turned out to be a realised nuisance as only within one hour did I notice when looking down at them as I was wandering out-and-about shopping a crease on the top where you bend your foot in a natural walking motion and which is what product-designers are meant to avoid when working on a shoe's structure because otherwise a crease in that specific area will soon become permanent and your new footware will rapidly look in used condition. I phoned Nike and they said I have to provide photos of the fault and receipts in PDF-format and which was awkward in itself as one of the purchases had taken place in a physical store rather than online; and, when achieved, they would then have the trainers collected. I go about this, having to trot down to the local store as well as communicate with online staff (the two pairs were bought via both those means) and then after having gone to the trouble of emailing them, along with all the requested documents, their 'Nike Service' department responds by declining my case with the excuse that the fault is wear and tear, myself having explained in length on the phone that the photos were taken immediately after wearing them on that first occasion (the photos are date-stamped). So, they dismissed my claim with a mistruth. This result is not actually surprising because I had tried to obtain some contracted work ages ago as a video-editor with their company, my producing undoubtedly blowing their standards out of the water, and they wouldn't give me the hours and I knew at the time this was because they didn't like being inferior in any way. Something of a 'funny' attitude. Their recent lie as to the design-fault of these trainers fits with a company that won't admit it is wrong or is second-best even when it sometimes is. Anyway, in short, the Nike Vision trainers are badly designed and I wouldn't advise buying them. (one of the pairs of trainers was bought in a physical store and I have mislaid the till-receipt and so therefore cannot provide proof of postage for both trainers)
Only after I filed a BBB complaint did Nike replace my $45 gift card — and even then, they added their boilerplate excuse about not being responsible for lost or stolen cards. I had been stonewalled by customer services and I had already heard that line multiple times and explained why it didn't apply. The card was never lost or stolen — it stayed in my possession the entire time. The PIN was still covered and not visible, so it could not have been used by anyone else before me. The receipt shows the card was purchased on 12/12/24, but Nike's own records claim it was used on 12/21/24 — before I even received it on 12/24/24. This clearly shows the problem is with Nike's gift card security system, not with the customer. Nike still denies responsibility and only replaced the gift card as a "one-time courtesy" after I involved the BBB. That's not a real resolution — it's damage control. Their system allowed unauthorized use before the intended recipient ever had access, and rather than admit fault, they tried to shift blame onto me. Buyer Beware: Nike gift cards are not secure. Even if you keep the card and PIN protected, you may find the balance gone before you ever get to use it. Nike denies responsibility and hides behind "courtesy replacements" instead of fixing their broken system. I strongly caution against buying Nike gift cards until these serious security flaws are addressed.
So called nike today because they sent me damaged shoes wanted to exchange them by the way this is now the second pair that has happened to all of a sudden they change their policy we have to send the shoes back wait until they receive the old ones then they will send out the new ones so we paided all that money for a good pair of shoes the first time and now we have to wait I would not recommend buying any shoes off the web if you can get them in a store Don't get them they don't care what they send out nike is going down hill for sure
Nike sent me the wrong size shoe and after being on phone with an incompetent "athlete " I was told they don't carry my size and I couldn't get my replacement until they received my wrong sized shoe. Not fair to customer when I paid for expedited shipping.
I ordered a pair of shoes with Nike.com and the experience has been really 'meh'.
1. The order tracking was unreliable: information on the order page was not updated, the email notification "order shipped" was sent after the order was delivered, and I did not receive "delivered order" notification in time to ensure I could pick up the package so it wouldn't be stolen.
2. The support team was not able to provide more details on the order than the non-fuctional order page; I would not blame this on a support specialist as I think they might not have the needed information. However, overall it was a disappointing experience.
3. Support chat is bugged: I was in the middle of the chat with a customer support specialist; they told me something like "please wait a minute, I'll get back to you" and the chat was closed due to me being inactive.
4. Shipping is very slow - I was expected much speedier delivery from Nike; in the future, I'd prefer to order from a reseller instead or choose another brand.
I ordered three pairs of expensive trainers for my relatives birthdays. After waiting almost 2 weeks for the delivery, Nike cancelled my order. I complained to customer service who apologised anoffered me an extra 10% discount, however when I came to order they would not fulfil their promise and accused me of cancelling the original order… the audacity beggars belief
I ordered three items when Nike was offering the sitewide discount. Two sweatshirts arrived separately within a couple weeks. The AF1s I ordered for my daughter said they shipped around the same time and a FedEx tracking number was provided. It seemed like shipping was taking a really long time so I checked the tracking and FedEx never received the package. I decided to contact customer service because two weeks had passed since the tracking number was issued. After more than 30 minutes in chat with "Jom" whose communication was a mix of auto response and really bad English, I was informed that "FedEx lost the package" (funny since they never received it) and did I want a reship or refund. I requested reship and was then told the shoe was out of stock and my only option was a refund. I expressed that my daughter was going to be really disappointed and was told I should shop for the shoes elsewhere!?#@! I asked if the shoes were "found" if they would still be shipped and was told my only option was a refund. I asked for details/documentation of the refund. Chat has timed out twice now and despite being told I would get documentation "Jom" has not provided it. I guess this is the last time I'll be shopping Nike - what a joke and total waste of time. It's now been an hour in the online chat and my issue is yet to be resolved.
Over all nike sucks don't buy nothing you will regret it I should give 0 stars lol I'm really really done with nike
I am so upset as we beat bots for expensive sneakers only to lose to lasership shipping company as they have stolen 3 pair of Nike and mark them all as lost! It's a shame that Nike would use such a cheap and dishonest company to ship items
Billion dollar company, like Nike, can't make sure the right size is in the shoe box. If you do shoes, do it right. I bought them as a gift and after they were worn, we finally realized they were kind of big. Nike is making a lot of money and they are sloppy with a bunch of untrained kids selling their shoes. Quality and customer service suck! Nike is living off their name, now they are fat, dumb, and happy…
Eventually… Nike products will diminish in popularity and they will have to re-examin quality service again!
1 star is because I am able to connect to a customer rep. Zero star for the customer service. I have to call 3 times to place an exchange. When I ask for price match since I got a discount earlier.The first rep told me she made the price adjustment after minutes and gave me the original price. …the second rep told me the things were low in stock on website but actually out of stock in his end, and he couldn't place the exchange order for me. Only the third rep was able to help me out. I don't know what to say. Can Nike hire someone more professional?
I ordered sneakers that were on deal online and it showed in stock and couple days later they say out of stock. They run fake deals to make people sign up on their website. Don't fall for their scam.
Hey y'all can cut the bull$#*! with Kyrie you want want to where the Sneaks or what
$#*! around I have some Yeezy classics in game. Our people are going to stop supporting if y'all can't cut the bull$#*! leave Kyrie alone #KyrieMatters #YeMatters We stand with our people
I love my Vapor Air Max. It's Air Max 360 cushioning is perfect for someone who plays under the basket (like me). No knee pain for me :) and it's a bit stylish too. I just need to keep it clean since it's dominantly colored white. All good. :)
They have good products but they shipping is awful very bad. I purchased my product from Nike Thursday I wanted it by Friday and paid extra money and I have not received my package and they did not send it to fed x but said the label was created
I would give zero stars if I could. Nike has the worst customer service ever! They double charged me yesterday. I called today and told them the money came out of my account twice and the man who clearly wasn't named Landon but said he was put me on hold seven times and kept coming back saying the same thing. That I needed to call within 30 minutes to cancel an order! I told him I only made one order and that I wanted to keep the one order but that they needed to refund the second withdrawal from my account. I asked for a supervisor then put me on hold 3 more times and then he said that no one would answer him when he tried for a supervisor and that I need to wait and see if I receive two seperate orders of the same shoes! And then send them back myself! I am so upset. I will never buy from Nike again!
I bought shoes from nike website 16 days ago. They were supposed to ship it in 2 days however they did not ship. Also they do not give any information about the shipment. I tried to cancel my order but it is more than a week and they did not cancel my order. So technically they stole my money. Never buy anything from nike website if you want your product or money.
Return. I have try the chat room 7 times my order number c*******371 second order c*******444 *******@outlook.com Paul Robinson I returned with the return labels I got with the 2
Overall good experience, when you are buying Nike shoe's quality is guaranteed, for every use, I would say especially sports. Delivery could be a little bit faster but I only waited a couple days more than I expected, so no big deal.
I made an order on the 28th of September, they promised to deliver the shoes between the 3rd and 12th of October. I kept tracking the order and it was stuck on "Processing Shipment" for weeks. Finally, on the 12th I realised this order is never going to change status, then I called them and I was told that they made a mistake by selling me a shoe that is out of stock and I should now wait for a refund that will only appear in my bank account after 10 working days (meaning I will only get it after the 22nd). Mind you, the shoes were supposed to be a birthday gift for my wife who is born on the 12th. If I had never followed up, they were never going to call me. I strongly discourage anyone looking to buy from them!
I have been enjoying nike products for more than 10 years and I can say its the best footwear brand of them all
I bought Nike air max for my 10 year old son. After only 10 days of wear the sides got 2 holes in them. After a month the whole side was almost blown out. I contacted Nike Canada And sent pictures of the shoes and was told by representative it is definitely a manufacturing issue, I asked if I needed to send them in and he said no a warranty pair would be sent in the mail and I would receive in six weeks. After six weeks of not hearing anything I contacted like again only to be told that I must pay to send them back to be assessed warranty. Meanwhile I was waiting six weeks for shoes I was told for coming and my son was wearing sneakers full of holes while I waited. I then spent $40 to send the sneakers back only to hear from Nick today that they are not warranty in the sneakers because it is not manufacturing it's the use of the sneaker. My son wore them for less than a month with the sides blowing out of them. It's ridiculous that they would not be warranted and cannot stand a few weeks on a 10-year-old foot extremely disappointing and frustrating and poor customer service and quality from Nike.
Business Highlights
General
- Parent Company: Nike, Inc.
- Target Gender: men, women
- Target Age Group: 0-3, 4-12, 13-18, 19-25, 26-45, 46-60
Shipping
- Shipping Cost: $7
- Free Shipping: sometimes
- Free Shipping Detail: for orders over $50
Returns
- Return Policy: free
- Return Instructions: items must be unworn and unwashed
- Restocking Fees: no
Sustainability
- Sustainability Score: [object Object]
- Recycling Program: yes
- Responsible Materials: recycled
Product
- Style: active, casual
- Body Fit: regular, plus size, petite & short
- Available Sizes: Men's (XS, S, M, L, XL, 2XL, 3XL, 4XL), Women's (2XS, XS, S, M, L, XL, XXL, 1X, 2X, 3X, 4X)
Customer Service
- Support Channels: chat, phone
- Support Phone: +1 800-806-6453
Payment Options
- Payment Methods: card payments, financing, PayPal, Apple Pay
- Buy Now Pay Later: Klarna
Membership Programs
- Rewards Program: TopCashback, Active Junky, Rakuten, Mr. Rebates
From the business
- +1 800-806-6453
- USA
- Nike is part of Nike, Inc.
