Liron S.
The difference a fantastic customer service rep can make... 1-star turn to 5!
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.