Up & Running Headingley, Leeds

Attempted to exchange a faulty item on Monday 5th Jan and was served by Megan. I didn’t receive any acknowledgement or apology for the faulty item, if anything it was made clear I was an inconvenience. I was told I did not purchase the item at this store as they have never stocked that product. I was a bit taken aback but luckily I was able to politely prove I had in fact bought it in this store (served by Megan herself!!). I was then immediately told that as I didn’t have the original box I could not exchange it anyway. I suggested that faulty items didn’t require packaging to exchange. What was most frustrating (and telling) was that Megan did not show any interest or ask any questions about the fault I described and did not pick up or even test the product. Finally she said she I would need to leave my phone number and ask her manager as she wasn’t authorised to exchange items. Shortly after I left the shop I realised she of course had no intention of calling me back and was saying this as a way to get rid of me. As you can imagine, I never got a call. This is my 2nd negative experience of using Up and Running. Such a strange and unnecessary way to treat your customers. I am all for supporting independent business but not this. Ripping off members of your own community. To support genuine independent local businesses, use either Yorkshire Runner in Otley or Complete Runner in Ilkley- they are brilliant!

Had a very pleasurable experience buying new running shoes here. Lots of stock, can try lots of different pairs on while making use of the instore treadmill. I walked away very happy with my purchase and will be back again when the inevitable time for another pair comes around! Thanks!

Excellent Gait Analysis with Corrie Corrie spent a lot of time and care with me this morning undertaking a gait analysis. He explained everything really well in a way that was easy to understand. He asked me specifically about my injuries and provided tailored advice to help me. I tried a couple of pairs of trainers and found the right pair for me. He was helping 3 customers at the same time and I still felt comfortable on the treadmill and not rushed - brilliant customer service. Lastly, Corrie taught me a useful tip with the laces for better support! Thanks a lot for your help :) I will definitely be back soon!

Always get great advice and most importantly, patience when I can't find the shoe I want 😂 thankfully I came away with some great recommendations on a couple that weren't in stock that day and ordered from the website that night, arrived next day as well. Perfect fit thanks to sizing advice as well! This is why I keep coming back.

I went in because I'd bought some running shoes at another up and running further away which had been making my foot ache which was concerning me. Shop assistant seemed distracted and uninterested and made me feel like I was an inconvenience. This is the second time I have had a negative experience in this store. The first time I went with my husband for both of us to get new running shoes and the assistant gave him a lot of time, detail and attention to get his shoes right, and then gave me a brief bit of cursory help to choose mine. I've been to two other up and running stores where the assistants were both really helpful and informative and gave me lots of time - so I know it's not me! I won't be going back here.