Do not get the VIP membership
More concerned about following policy than customer satisfaction. We are a military family and moved to an area where there are no close Road Runner stores. We decided to cancel our VIP membership since returns were costing us as we couldn't just return to a store. I wanted to use up our credit so I purchased one last pair of shoes (the same kind I have ordered the last 5 years). Well either my feet got fat or the design changed because I needed the same size but a wide width. I was instructed there were no exchanges and I had to do a return, wait for it to go through, and then start a new order. By the time all of that happened, my membership had run out. I am now stuck with a merchandise credit and it will now cost me $30 more just to buy this same pair of shoes that I could now go down to the local REI and get for cheaper. I called in and they would not honor the VIP price or free shipping, or refund me to my original form of payment. Very unhappy that a company I was previously happy with, that prides themselves on customer service, could not make exceptions to policy for unique cases (especially given their non-existant exchange policy and incorrect information on the phone). So again, unless you live near a store where you can go in person to do returns/exchanges, I would highly advise against getting the VIP membership or purchasing from them in general (since you have to pay for shipping and returns).