Complaints

This profile includes complaints for New Balance Athletics, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  New Balance Athletics, Inc.

  100 Guest St Ste 1000 Boston, MA 02135-2028

• 

  New Balance Athletics, Inc.

  10 International Way Lawrence, MA 01843

• 

  New Balance Athletics, Inc.

  20 Guest St Boston, MA 02135

• 

  New Balance

  1371 Woodroffe Avenue Nepean, ON K2G 1V7

• 

  New Balance Baton Rouge

  7425 Corporate Boulevard, Suite 800 Baton Rouge, LA 70809

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 06/04/2025 (Order #U10750789) and received the shoes on 06/11/2025. The right shoe arrived clearly worn.I should not have to wait weeks for a return and reship because of whoever packed and shipped my order like this. I am tired of dealing with employees who lack basic customer service. Other brands make it simple by offering an email where you can send pictures and quickly resolve these issues. Why does New Balance make this so difficult?I have a trip booked for Tuesday next week. This delay is not my fault. I should not be the one paying the price for their mistake. This is not a $40 pair of shoes. I paid $160 and expected a brand new product.

  Customer Answer

  Date: 06/22/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 06/24/2025

  The customer contacted on 6/11 regarding an item they received with some scuff marks. The customer was correctly advised we are unable to reship orders and how to return the item for a full refund. On 6/12, the customer left feedback disagreeing with how we are able to assist. Per the return policy listed on the site, "If you aren't completely happy with your purchase, we accept returns of merchandise in new condition within 45 days of purchase. Returns must be in new condition, in the state you received them." If the customer would like to keep the item, they were offered a 10% credit to their order. We await their reply to our email regarding how they'd like to proceed with the options that were presented.

  Customer Answer

  Date: 06/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23459073. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  
  Regards,
  
  
  
  Sabrina Oliveira

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: New Balance Date of Incident: May 23, 2025 Order Total: $207.99 (including taxes)Order Number: U10575202 Summary of Complaint:On May 23, 2025, I placed an order totaling $207.99 (including taxes) through the official New Balance website. While tracking the shipment, I realized that I had accidentally entered an incorrect shipping address: ****************************************************************************************On June 3, 2025, I received a notification that the order had been delivered. However, upon further investigation, I discovered that the address I mistakenly provided does not actually exist. *** tracking and photo confirmation showed that the package was delivered to a different address31157 AL-25which is the nearest physical residence.I contacted New Balance customer service on June 4, 2025, to report the issue and request assistance. I explained that, since the address was invalid, the package should have been returned as undeliverable. Instead, it was left at a nearby home, despite not being the address on the label.The representative acknowledged that the address was incorrect but stated that nothing could be done because the package was marked as delivered. I was told to file a claim with ***. After the call, I attempted to file a claim using the tracking number, but *** notified me that the shipper (New Balance) had blocked me from doing so.I believe New Balance has a responsibility to ensure that packages are properly handled when an address is invalid. In this case, the package should not have been delivered, and I should not be left without recourse for a product I never received.Desired Resolution:A full refund of $207.99 OR A replacement order shipped to the correct address Sincerely,******* A. ********

  Customer Answer

  Date: 06/20/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 07/07/2025

  The customer contacted for a lost package due to entering the incorrect address at checkout. While New Balance is not responsible for this error, we have issued a credit as a one-time courtesy since the package should have been returned to the sender by UPS since the address does not exist. We encourage customers to review all details at checkout prior to confirming their order to avoid this error in the future.

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:

  
  I have reviewed the response submitted by the business and have determined that it does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response, my complaint will be closed as resolved.

  
  However, I would like to note that since New Balance contracts with ***, it is ultimately their responsibility to monitor the services being provided on their behalf. Furthermore, one of their employees actively prevented me from resolving the issue directly with **** which contributed to the delay and frustration I experienced.
  

  Thanks,  
  
  ******* ********

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of New Balance shoes on April 26, 2025, under the impression that the company stands behind its products with a 45-day money-back guarantee. Unfortunately, the shoes caused my foot to repeatedly fall asleep due to insufficient width and poor circulation support, making them uncomfortable and ultimately unwearable, so I contacted New Balance customer service via email on May 19, 2025, to initiate a return. I received no response. I followed up again on June 1 still no ******** of today, I have received no communication or resolution. What makes this even more frustrating is that I am currently deployed overseas with the ************** making communication and logistics more challenging than usual. I went out of my way to follow their process respectfully and within their stated policy, yet New Balance has completely failed to respond or honor their ************ a servicemember, I value accountability, clear communication, and integrity and I expected the same from New Balance. I am extremely disappointed in the lack of customer support and am filing this complaint in hopes of not only receiving a refund, but also ensuring no other customer especially one serving their country is ignored in this way.

  Business Response

  Date: 06/06/2025

  After reviewing the photos provided by the customer, the purchase was not made on the New Balance site or in a New Balance store. The purchase was made at ************** in ******. The New Balance return policy is in regards to purchases made on newbalance.com. The customer needs to contact the original retailer for assistance if the shoes they purchased do not fit. New Balance is unable to assist with this situation.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 shoes from New Balances website. They didnt fit, so I returned them using the prepaid label New Balance gave me. *** delivered the package on 5/2. I have the proof of delivery *** provided. I didnt hear anything for a couple weeks, so I reached out. I got the generic you havent received a refund because you havent returned your package. Mail it to this address. I emailed back saying yes, I did return it. Heres your proof. I didnt hear anything back. I called a few days later and was told it was odd I hadnt received a refund yet. They would escalate the issue and Id hear back in a few days. I never heard back, so I called again. I got a different answer and was told Id hear back. I never did. So I called again. This time I spoke with *** and told her Im tired of being jerked around and getting different answers. She LIED to me and told me Id get my refund by the end of the day. I never did. Thats when I opened up a dispute with my bank and initiated the charge back procedure. I called back again and tried to speak to a manager. It sounded like the warehouse is trying to say the box I returned was empty. Either thats another lie, or someone from the warehouse stole my package. *** delivered it to them, theres no disputing ******* this point, it seems my money has been stolen by New Balance. Where is my money? Why did a New Balance employee lie to me? This is totally unacceptable and this will not be let go until they give my hard earned money back.

  Business Response

  Date: 06/06/2025

  Despite the product not being received by our warehouse, on 6/6, we attempted to refund the customer. Due to the dispute with the bank, the refund failed. In order for the customer to receive the refund, the customer will need to close the dispute. 

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I called my bank regarding this and they said a refund can still be issued while the dispute is open. Once a refund is issued, the bank said the dispute will be closed. Nothing is preventing a refund from being issued.  Due to being lied to by the company before, I dont trust this response.  

  Regards,

  ****

   

   

  Business Response

  Date: 06/10/2025

  Attached is a screenshot of the attempted refund on 6/6/25 that declined due to the dispute. The customer needs to close the dispute in order for a refund to be processed.

  Customer Answer

  Date: 06/11/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  

  I called my bank and let them know this.  They told me again that its incorrect that a refund cant be issued because a dispute is open.  Im not out to cause New Balance trouble.  I just want my money back.  Maybe New Balance did try to refund and its not working, but Ive got 2 sides telling me different things.  Im just going to do what my bank told me and let them handle it.  

  
  Regards,

  ****

   

   

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 7 items on the website on April 19th, totaling $287.15. Three days later, I found out that there was an extra 30% discount. I called customer service to ask if I could cancel the order. They said I couldnt cancel it, but I could place a new order and return the goods after the first order arrived. Then I ordered another 7 items on April 21st, totaling $211.48. After the two orders arrived, I kept one item from the first order and returned 6 items, totaling about $210, in two boxes. On April 29th, the courier showed that it had been delivered. After that, I received a refund from one of the packages , but not from the other. I called customer service, and the customer service said it was very detailed, after explaining the situation and telling him the product order number left by the customer service, the customer service said that the goods had been returned and the problem had been solved. After two or three days, I found that the customer service had returned the wrong order, so I contacted another customer service and told him that after she dealt with me, she would report my matter to her superiors, and told me that I would receive an email in two days and see the result. After I waited for six days without any results, I called customer service again. The customer service said at first that they would communicate with the warehouse staff and said that they had only received two items to prevaricate me and did not want to solve my problem. Under my insistence, he told me that he had reported my case to his superiors and asked me to wait two days to receive the email and phone call. He also perfunctorily told me that he had no right to refund me. His attitude was very bad.

  Business Response

  Date: 06/06/2025

  Our warehouse management system shows 2 items each were returned for orders J00628745 and *********. Despite this error, order J00628745 has been refunded for 6 items. On 4/30, SUA200A3 M10 / W11.5-D and BB550VGA M6 / W7.5-D were refunded. On 5/28, ML725AF, MT41582BK, MT41582GT, BB550VGB were refunded. We have confirmed with our payment processing system that all the items in question have been fully refunded. Due to items being refunded on order *********, the customer has been refunded for more items than they returned.

  Customer Answer

  Date: 06/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Yining ****

• Initial Complaint

  Date:05/31/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 21, 2025 I placed an order on New Balance's website with ORDER # U10541525 for a men's 9060 shoes. It was supposedly delivered on May 29 but I never got the order. I subsequently reached out to ** to inquire about the missing package but they did not address my concerns for the missing package.

  Business Response

  Date: 06/06/2025

  After investigating with UPS, it was determined using GPS coordinates of the delivery, the package was delivered accurately. The customer was provided the photo of where the delivery took place using GPS coordinates from UPS, which has been attached. We encourage the customer to check with the leasing office or building managers to locate the package. Due to this confirmation, if the customer is unable the package we consider this package stolen. Our team has advised the customer of steps they can take to find the package or prevent theft from happening in the future. Per the New Balance Terms and Conditions, we are not responsible for lost or stolen product after delivery of such product has been confirmed by the carrier - https://www.newbalance.com/terms.html.

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23402623. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  I have checked with property management and there wass no package. New Balance's response on their previous correspondence was unethical. NB is solely responsible for the missing/stolen package. I should not be the one disputing the charge witth my credit card company.
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Tony

  
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a complaint against New Balance due to repeated product quality issues and poor customer service.Over the last 23 years, my 20-year-old son has purchased two pairs of New Balance shoes. Both pairs developed quality issues. After the first issue, New Balance offered a coupon for less than the full price, forcing us to pay the difference.After the second defective pair (a $180 shoe), they initially offered only a $30 coupon. We had to escalate the issue to the ******************************* office, after which New Balance issued a $140 coupon.We used that coupon to order a different model online (no local store nearby). Unfortunately, the new pair was extremely uncomfortable. Since my son is almost 18, this was not a sizing issue.We contacted the same supervisor to request an exchange for a better-fitting pairnot a refund. We offered to return the shoes and have the coupon reissued so it wouldnt be used twice. The supervisor refused, citing a one-time coupon policy, despite the continued product issues.They then advised us to visit a New Balance store. The store initially agreed to a replacement but instead processed a return. We received nothing, and the shoes were taken back, leaving us without a product or a resolution.This has been ongoing for over a month, involving several emails, calls, and messages to customer service with no fair outcome. We are left with no shoes, no refund, and no support.We respectfully request BBBs help in resolving this matter. We seek either a proper replacement or full compensation for the lost product.Please feel free to contact in any further information is needed.Sincerely,******* ***** Ph :**********

  Business Response

  Date: 06/06/2025

  On 5/16/23, the customer reached out for a quality issue for a purchase made at Dick's Sporting Goods, and they were issued and accepted a $50 promo code. On 6/11/23, the customer placed order NSN593065 using the code provided. They paid a total of $89.99 after the discount. On 5/2/25, the customer contacted our team regarding a quality issue with order NSN593065. Despite this purchase being well outside the return policy and nearly two years old, they were provided a $30 promo code toward their next purchase. The customer was not satisfied with this resolution and was provided a $140 code, which was the price of the item on the order. In this email, it clearly states the exception was a one time courtesy and the Terms and Conditions state "Value is forfeited on returned orders or if expired and cannot be reissued or applied to additional orders." On 5/21/25, the customer placed order U10545686 using the $140 promo code. On 5/28/25, the customer contacted our team to return and exchange the item because it was uncomfortable. The customer was reminded of the Terms and Conditions of the promo code and advised that the code would not be reissued. The customer was advised they could try exchanging at the store, but it would be up to the individual store if they wanted to accept the exchange. After speaking with the store associate who handled the interaction, it was determined the store associate advised the customer that they were going to refund the amount the customer paid on the order, $14.99, to the original form of payment and the customer agreed. As the customer is no longer due compensation, this claim is closed.

  Customer Answer

  Date: 06/06/2025

  Better Business Bureau:
  I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23399029. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  
  
  
  FAQ
  
  
  
  Regards,
  

  Sandeep

  Hello

  I am writing to file a complaint regarding a deeply frustrating experience with New Balance (not Dick’s Sporting Goods, as was incorrectly referenced in prior correspondence). The original purchase was made directly from New Balance, and thus, any claims attributing it to another retailer are invalid.
  Due to manufacturing defects in the original pair of shoes, the company issued a one-time-use $140.00 coupon to apply toward a replacement. Unfortunately, the replacement pair also had issues—specifically with fit and comfort—so we reached out to request another exchange. This was the second pair in 2-3 years period that had same manufacturing defect.
  However, New Balance refused to replace this totally uncomfortable shoe, citing that the $140 coupon had already been used. In essence, they provided defective merchandise three times, and then declined to resolve the issue further, even though no additional value or discount was being requested.
  Another claim this company made for the store interaction is also completely false. After several more interactions with customer service through email and chat, we were instructed to visit their Hasbrouck Heights, NJ store to handle the exchange in person. We followed their guidance. Initially, the store staff stated that they would issue a gift card to facilitate a replacement. The tall gentleman with tattoos on his arm attended us. However, without our consent or full explanation, they processed a return instead—confiscating the replacement pair, and leaving us with neither product nor compensation.
  When we calmly asked for clarification, the store told us to contact customer service again. At this point, after nearly a month of exhausting back-and-forth communication, we are back to square one, without a usable defective pair of shoes and no clear resolution.
  We fail to understand why a simple replacement could not be issued for a clearly defective product. The coupon was not reused or exploited, and there would have been no financial loss to the company. These policies appear unreasonable and inconsistent, and the overall experience has been highly disappointing.
  We respectfully ask the Better Business Bureau to investigate this matter and hold New Balance accountable for these confusing and seemingly unfair business practices. All we are requesting is a proper replacement for a defective product, in adult size 11, which is not subject to issues like outgrowing over time.

  Thank you for your time and assistance.
  Best regards

  Sandeep
  

• Initial Complaint

  Date:05/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Title:New Balance Failed to Deliver Order Securely and Denied Resolution Details:On April 17, I placed an order with New Balance (Order Number: U09950494, Tracking Number: 1ZA821T10397785642), which was shipped via ***. The package was left unattended in a shared stairwell of my multi-unit apartment building an unsecured, public area. I was not home, did not authorize this drop-off, and never signed for or confirmed delivery. The delivery photo provided shows the package abandoned in a public space, and it was likely stolen as a result.Despite my repeated attempts to resolve the issue, New Balance has refused to offer a refund or replacement, claiming the package was delivered accurately and suggesting I contact local law enforcement. This advice is ineffective, as the **** will not investigate missing packages without forced entry or suspects. Additionally, since I paid with Apple Cash, Im ineligible for a ************* requesting that New Balance either refund my purchase or replace the order, and that they review their delivery policies to ensure secure delivery for future customers.

  Business Response

  Date: 05/28/2025

  The *** tracking number confirms the package was delivered 4/24/25 with a photo of the delivery. The customer contacted on 5/11/25 reporting the package was not there when they returned home. On 5/12/25, New Balance provided GPS coordinates from *** confirming delivery to the address listed on the order. To have more control of package deliveries, New Balance recommends customers create a *** ******** account. If the customer has home owner's or renter's insurance, we recommend reaching out to your insurance company to inquire about any type of purchase protection that might be available through the policy. Considering there were 17 days from the date of delivery and report of the missing package, New Balance considers this package stolen and has done everything possible to help. Per the New Balance Terms and Conditions, we are not responsible for lost or stolen product after delivery of such product has been confirmed by the carrier - **********************************************.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/18/2025 I ordered New Balance shoes but entered the wrong address for delivery. Once I contacted New Balance to update my address the associate told me that I would have to refer to the shipping company to change the address as they cannot change any details in the order after one hour has passed (Which makes a mistake on Sunday order automatically "locked").I called *** and they told me that I would have to pay $14.99 to have my delivery address changed, but when I checked back on 5/20/2025, *** charged my card but said that the sender is blocking an address change and they cannot refund the fee I paid because the sender (New Balance) is rejecting all changes to the delivery. Why would your customer associate refer me to the shipping company when they fully know that the shipping company is powerless when the sender blocks any changes to the delivery. Now not only will I not receive the item I ordered but also be wrongfully charged $14.99 due to a New Balance employee blatantly misleading me. I will attempt to talk to my bank for fraud and would like a complete refund on the purchase of the item including the *** delivery address change fee that the New Balance employee led me to purchase. If you cannot provide this, I will naturally have to escalate with my bank for fraud charges, file a BBB complaint, as well as file a complaint in the ***********************************. This was a disgraceful transaction and I hope to never have to deal with this complete abandonment of responsibility from a company.

  Business Response

  Date: 06/06/2025

  New Balance is unable to change shipping address details after the order has been placed and is not responsible for this error. While the customer should not have been directed to *** to change the address, New Balance is not responsible for charges that may be placed by the carrier. The customer should escalate with *** customer service for charges from the carrier. On 5/21, the customer was advised the package was out for delivery and provided the tracking information and delivery location. The package was delivered on Wednesday, 5/21.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pair of sneakers online from New Balance in December, by April the shoes had holes on the sides. I contacted New Balance and was told to send pictures which I did only to be told that they determined it was not a manufacturing issue and they encourage me trying the shoes before commiting to them. I spent $80 on faulty shoes, when I was taking the pictures I purposely stretched my toes so they can see were the holes were because they are dark grey so it's hard to see the issue without something to contrast it against, and because of that I was told my feet was too big for them so obviously they have holes now, I'm an 8.5 and I bought them in 8.5 W to make sure I didn't have to "break them in." Going back to my ****, never had issues with them, my last pair lasted me over 2 years and still going atrong AND where cheaper than the New Balance ones.

  Business Response

  Date: 05/15/2025

  We've reviewed the photos and provided the customer a return label to return the item for a refund to be issued to an eGift since the item is outside the New Balance return timeframe and no longer in new condition as a one-time courtesy.