July 2023 by Lee Mullins
Horrible customer service, especially from the Carmarthen store manager. If I could give zero stars, I would. We bought our 5 year old son some new Adidas sports trousers a week or so ago, he literally wore them for an hour at a kids gymnastics show with soft mats. The trousers came apart in both legs from a single wear and they refuse to accept the product is faulty. All we wanted was a replacement, but no, this guy wouldn't even hear us out.....kept saying "wear and tear, wear and tear" on repeat, staring us down like some programmed robot. Common sense should intervene here where it is not normal for sportswear to disintegrate after 1 hour. Of course, he's going to defend the company with a comment, "well, this has never happened before". There's incompetence and then there is this "manager" on a different level with no idea how to treat or engage with people. Just comes across as Mike Ashley's lovechild with no respect for anyone or anything other than bottom line targets. Consumer rights don't exist in this guy's mind.The moment you voice your dissatisfaction at their lack of understanding and willingness to hear you out/reason, he has the audacity to immediately threaten you with the police infront of your children for saying this "hardball" tactic takes the p*ss. Anything to deflect the situation when a conversation may get uncomfortable for them. You can't have a discussion with a guy who just wants to shut you down as quickly as he can.Due to this, we also made a call to return a second unworn pair of the same item as we didn't want to risk the same thing happening if there is a poor quality batch. Their online terms state we are entitled to a refund on the card that was used to make the second purchase for unworn items, but they refused and would only give us a credit note. I'm pretty sure this is another violation of wider consumer rights and contradicts their own company policy. It's just a black tactic to limit and control a customer's ability to determine how they spend their money - getting you to go back and keep the money within the company. This should be made illegal anyway as it removes freedom of choice. Infact, I'd go as far as to say that their refusal to acknowledge faulty products and their refusal to refund customers is glorified "theft". My wife even felt the need to report the store to Head Office the moment we got home.Truly disgusting! We've now left the first pair for an Area Manager assessment that will supposedly take 4-6 weeks. Let's hope this more senior person does the right thing and can see the bigger pain point from a consumer perspective. Will our faith in humanity be restored? We'll see (although I'm fully expecting them to misplace our dodgy product to avoid acknowledgment of the issue). The very least, they should invest in training for their store manager......Avoid this store like the plague if you can and go somewhere where you will be fairly valued as a customer.*** Edit ***Supposedly had the Area Manager review and still refused to do the right thing. Crazy thing is that they couldn't even locate our damaged item when we went to collect so probably had it stuffed in the back of a cupboard somewhere and forgot about it. I highly doubt an Area Manager has even heard about our complaint, let alone seen the item. Shambles of a store!!
June 2023 by Rotti Dog
Absolutely disgraceful staff in this store who are rude and rewrite the Consumer Rights Act 2015, refusing to do anything about faulty goods. A pair of £120 Nike trainers less than two months old and not worn every day were returned as the sole on one heel had parted company with the heel. So under the act they are not of satisfactory quality and no longer fit for purpose. They said it is wear and tear and not a manufacturing fault but THAT IS NOT THEIR CALL TO MAKE! They are retailers, shop assistants, not qualified shoe testers, and as such the trainers should have been replaced or refunded without the inquisition. A call to Nike confirmed this, and bought from them the trainers would have had a two year guarantee. But they said they should have at least 6 months with Sports Direct and to go back to them. They still refused.The guy yesterday lied that his name was Chris - called the store and nobody there of that name. Called the next day and the manager, Mark, had the same attitude and tried to tell me the Consumer Rights Act 2015 didn't apply! In the first 6 months there is no mention of wear and tear or manufacturing faults if things fall apart. The proof has to be produced after 6 months and up to 6 years. So they are making up their own rules and will be reported to Trading Standards. Anyone who has a problem with them should do the same, it's a free call, and the more reports they get the more likely they are to sit up and take notice!They tried saying they had not been put on properly (really???) and basically that they had been walked on! Who knew trainers shouldn't be walked on??? Again, not for them to comment, just honour their responsibility as retailers. So my advice would be to buy elsewhere and swerve them completely as they work to their own rules. Caveat Emptor!UPDATE! Drove a 90-mile round trip to the Llanelli store where the trainers were exchanged without argument as they were all in agreement that the sole should not have dropped off in 7 weeks and it was obviously a manufacturing fault. Obviously the staff at Carmarthen need to brush up their shoe assessment skills - and their attitude!
February 2023 by Fern Church
Terrible customer service. I payed for court shoes, wore them 3 times (less than 2 weeks) and they started to fall apart. When I went back to ask for a refund or store credit. They refused without a reasonable explanation. I won't ever shop here again.
February 2023 by Mara Rees
I want to thank Abigail at the carmarthen store for being so helpful and actually physically checking stock and looking for togs that were not on display but showed available when trostre store kindly checked .. forI had driven to
February 2023 by hugh blount
Shop is absolute joke customer care is exempt! Staff need to retrain or go and work in McDonald's bunch of muppets!
December 2022 by Tom Sweet
Very rude staff. Turned away when serving and talked with another member of staff. Would give zero if able
July 2022 by Bryn Hughes
Horrible manager, faulty trainers after 3 weeks, asked to swap like for like and manager said I must of been wearing them wrong! how this person has got a job I do not know, absolutely clueless,
June 2022 by Debbie Parkin
Was disappointed with the selection of sketchers in stock. When I asked to check sizes of one pair, I was told that the shoe out was the only size, and before I could even ask another question, the server had disappeared off to another customer. Not rude exactly, but very poor customer service.
May 2022 by Rebecca Jones
It should be 0 star, had a faulty pair of trainers after 1 week. Took back to return, and was told they weren't faulty. Even asked other customers if they agreed they were, which they agreed that they were. Manager clearly lies, and had great satisfaction doing it. £58 out of pocket. Would not step inside a sports direct again. Buyers beware!
May 2022 by Stephen Williams
Not enough staff, they were too busy dealing with other customers so I eventually walked out. Not the staffs fault they need to employ more.
April 2022 by Gary Rees
It's a sports direct! Full of cheap sportswear that doesn't fit, good luck getting any form of help with trainers or shoes if you don't have the patience of a Saint, not enough staff to deal with customers, the staff that are there are rushed off their feet and obviously fed up and quite abrupt. Support local shops that care about your custom rather than this faceless empire.
October 2021 by Harry Price
Went in today, 18.09.21. Shop was really tidy, got to the till, really long cue, tall guy with grey hair having a good old chat to the game staff,refusing to help on a till when there was a long queue. Its not like you can hide when your stood there in uniform...
August 2021 by Philip Lewis
Visited the Carmarthen store 22/7/21. Given 1 star as cant give a minus 5. Found the staff here with an attitude as if they dont want to be there and definitely not want to serve customers. Maybe better if they left and possibly Sports Direct could employ people with a better attitude, poor poor show on the store manager if your not training / tackling this issue as if you read,the large percentage of poor reviews are due to poor staff giving poor levels of customer service. Even tonight we popped in to buy a pair of Sketchers for my wife we knew what we wanted but at 7.55pm a lady made a call over a two way radio to the assistant that was stood next to us and saying tell those customers (us) we are closed and lock the doors. We immediately walked out got back to the car and still wasn't 8.00 O'clock. Wouldn't recommend anybody to shop in the Carmarthen store.
August 2021 by Lix Webz
Lots of parking and easy to find. They have hand sanitizer at the entrance. Store is large and always has what I go in for, they stock a full range of footwear, clothing (obviously), swimwear, outdoor gear, perfume and some games and bits at the till point. Great shop. Staff are always polite and courteous.
August 2021 by Steve McKenzie
Very dingy store with 2/3rds of the lights out. Rails everywhere so difficult to walk round let alone find what you want as seemingly no logic to layout. Very few staff to ask. However, knew 1 item I wanted, so satisfied with purchase.
