The most arrogant, poor customer service.

I purchased a pair on special in November 2023, only to receive communication that they didn't have my size in stock, even though it showed available online. No problem, they said they can refund me or offer me a new pair when orders arrive mid December. Fast forward to mid January and the order finally arrived, but after trying them on I realised they are half a size too big. Took them off my feet immediately, back in the box, and drove through to their store that weekend to replace with the correct size. When finally speaking to someone, the owner (or store manager) popped up, grabbed the shoes out my hand, turned them over and said these are worn and used and he can't replace them. I looked at him perplexed as I thought he was not being serious, but when I realised he was, I told him I put them on, walked maybe 4 steps, put them back in the box. Nope, he said he can't take them. They are dirty and used. There was maybe a small 3 X 3 cm section on the sole where there was a bit of dust, so I I wiped it off with my finger and showed him that it was probably a bit of dust from the floor in my house. Nope, he still refused. When I asked him to please be understanding as it's clearly not worn, and that it would likely get dirty if I tried it in the shop, he raised his voice, clearly got aggressive, and said loudly 'I CANNOT in good faith sell these to a customer!'. Again, I asked if he was being serious, and he smugly said yes, turned around, ignoring me.

Absolutely the most arrogant store owner/employee I have ever experienced. I have been buying from Vivo for 5 years and have been involved with Altra since 2017, as well as been buying shoes from the Run store where they literally allow you to run outside the store to test their shoes, and have never experienced this level of arrogance and poor customer service.

Great shoes, but don't expect any level of service after sale.