Trust Score 75/100 · 5 sources · 907 reviews · updated 16 Oct 2026
Brooks reviews
In short
Is Brooks legit?
Brooks scores 4.1 out of 5 on Trustpilot from 804 reviews, with 56% five-star and 33% one-star ratings. Customers are split: many praise comfort and support that replaces faulty shoes, while others report poor durability in newer models. Smaller sources are weaker. Sitejabber shows 3.03 from 18 mostly older reviews, the app shows 2.15 from 13 reviews, and a Google store listing shows 4.4 from 71.
Trust Score 75/100 from 907 public reviews across 5 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 907
As of 16 Oct 2026 · How we score
AI summary
Brooks scores 4.1 out of 5 on Trustpilot from 804 reviews, with 56% five-star and 33% one-star ratings. Customers are split: many praise comfort and support that replaces faulty shoes, while others report poor durability in newer models. Smaller sources are weaker. Sitejabber shows 3.03 from 18 mostly older reviews, the app shows 2.15 from 13 reviews, and a Google store listing shows 4.4 from 71.
- Customer service that replaces faulty shoes quickly. Many recent Trustpilot reviews describe a short email exchange followed by a free replacement pair. Trustpilot
- Comfort and fit, including wide and narrow width options. Long-time customers say they keep coming back for the fit. Trustpilot
- Helpful, low-pressure staff in stores. Google reviewers report patient fitting help, and 55 of 71 Google ratings are five-star (77%). Google
- Quick refunds and exchanges in some cases. One Trustpilot customer reports a correct size arriving in 3 days and a refund within a week. Trustpilot
- Support that responds fast and in the customer's own language. Positive Trustpilot reviews come in English, German, Italian and French. Trustpilot
- Durability of newer models. Trustpilot reviewers report worn treads, heel fabric wearing through, detached linings and worn insoles within months. Several are long-time Brooks buyers who say quality has dropped. Trustpilot
- Warranty and return claims refused. Some customers report claims declined for alleged misuse or lack of care, or returns they say were not honoured within the 90-day window. Trustpilot
- Hard to reach support for some customers. Reviewers report unanswered phone lines, ignored emails and promised items that never arrived. Trustpilot
- Inconsistent sizing and fit changes between model versions. Reviewers say size guides do not match the shoes, or that a new version fits differently from the last. Trustpilot
- The app is not in English for some users. All three app reviews read complain about language, and the app rating is 2.15 from only 13 reviews. App Store
Summary written by AI from 77 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 4.1 / 5 | 804 | 16 Oct 2026 |
| App Store | 2.2 / 5 | 13 | 16 Oct 2026 |
| 4.4 / 5 | 71 | 16 Oct 2026 | |
| Sitejabber | 3.0 / 5 | 18 | 16 Oct 2026 |
| Reviews.io | 5.0 / 5 | 1 | 16 Oct 2026 |
Delivery, returns
and support
How is Brooks delivery?
Delivery is a minor theme in recent reviews. One Trustpilot customer reports fast delivery and a 3 day turnaround on an exchange. Older Sitejabber reviews from 2017 to 2019 report slow delivery and an undelivered e-gift card. One 2022 Sitejabber review describes a lookalike New Zealand site that never delivered, which is not the official shop.
How do Brooks returns work?
Brand replies cite a 90 day Run Happy Promise for shoes bought directly from Brooks. Experiences are mixed. Some customers report quick return labels and refunds within a week. Others report no refund after returning shoes, or a return refused even though they were inside 90 days. Warranty claims on worn shoes were declined in some reviews.
How is Brooks customer support?
Support is the most polarised theme. Many five-star Trustpilot reviews describe fast, thoughtful replies and free replacements. Other reviews report phones that went unanswered, emails ignored for weeks and claims turned down. Older Sitejabber reviews show the same split. The app and Google data say little about support.
How is Brooks quality?
Comfort is praised often. Durability is the main concern. Trustpilot reviewers report fast wear on newer models such as the Ghost, Adrenaline GTS, Glycerin and Cascadia, and some say older generations lasted longer. A 2021 Sitejabber review reports a shredded mesh upper after a few months. Google reviewers praise comfort and fit.
What customers say
about Brooks
The tread is as worn out after 3 months of JUST WALKING as my 3 year old shoes.
She was helpful, clear, and extremely accommodating, going out of her way to arrange a replacement pair of running shoes for me.
I’ve been buying Brooks running shoes for years and have never had any issues
The mesh upper of my Ghost 13s has shredded at the flex points of the toe-box, after just a few months of use.
Brooks are the most comfortable shoes ever!
It should be in the language of the user. Since it’s not in English, there’s no point in having it.
Questions about
Brooks
Is Brooks legit?
Yes, customers report buying real shoes from Brooks. Trustpilot shows 4.1 from 804 reviews and the Google store listing shows 4.4 from 71. One 2022 Sitejabber review warns about a lookalike site, BrooksRunningNZ, so customers should check they are on the official shop.
Can I return Brooks running shoes?
Brand replies describe a 90 day Run Happy Promise for shoes bought directly from Brooks. Some customers report easy returns and refunds within a week. Others report refunds that never arrived or returns refused.
Is Brooks customer service good?
Customers are split. Many recent Trustpilot reviews praise fast replies and free replacements. Others report unanswered calls and emails, or claims declined.
Do Brooks shoes wear out quickly?
Comfort is praised, but a notable group of Trustpilot reviewers report fast wear on newer models, including worn treads, heel fabric and insoles within months. Others say they have worn Brooks happily for years.
Does Brooks reply to bad reviews?
Sometimes. Brooks replies to about 28% of Trustpilot reviews, including negative ones, with an apology and a pointer to customer care. It does not reply on Google or Sitejabber.
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