Asics Ignored Heel Support Defect in My New Shoes and Rejected My Return Twice
I recently bought two pairs of Asics shoes online, about a week apart. I used the first pair extensively during an international trip, walking about 25,000 steps a day—and I was really impressed with their comfort and quality. But when I returned home and started wearing the second pair, I immediately felt something off in the back right side of the shoe. At first, I thought the discomfort might be from a health issue like joint pain or inflammation. But after trying again, the pain persisted, so I showed the shoe to a professional.
The shoemaker confirmed that the heel support on the right side was damaged—likely broken internally. I contacted Asics, and they asked me to send it in for inspection. I did. But instead of acknowledging the issue, they claimed there was “no defect” and sent the shoes back. I insisted and returned them again, but received the exact same dismissive response.
It’s unacceptable that a premium brand like Asics shows such disregard for customer satisfaction, especially after paying a premium price. I feel completely ignored. This wasn’t a user error or misuse—the damage may have occurred in transit or during production, and since it’s internal, it’s not something I can visibly prove with a photo.
