I purchased a pair of Asics shoes for my son from SPX on March 15, 2025, specifically because he has pronation (inward foot rolling) and I trusted Asics for quality and foot support. However, shortly after light use, the insole began bunching up inside the shoe, making it extremely uncomfortable and unsuitable for him to wear.
I brought the shoes back to the SPX store to report the issue, and they took them in for evaluation. Three days later, they rejected the complaint, claiming the shoes had been washed and that the inner heel was compressed, so they couldn’t process any return or repair.
Let me be very clear: the shoes were never washed, and the heel wear they referenced is clearly a result of my son's existing foot condition, which is exactly why we bought this specific model. The issue I reported wasn’t about the heel—it was about the insole gathering up, which has nothing to do with wear and tear or washing.
This response is completely unacceptable. SPX has failed to stand behind the product they sold, and as a parent, I’m incredibly frustrated that my son is left with a defective shoe after I spent good money on what I thought was a reliable brand.
Asics, I’m requesting that you take ownership of this case and ensure that your retail partners like SPX uphold the quality and customer service standards expected of your brand. I want the issue with the insole addressed properly, and I expect a resolution—either a replacement or a repair. Please follow up immediately.
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