Business Profile

Retail Shoes

New Balance Athletics, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

226 total complaints in the last 3 years.
63 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/18/2024
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 chatted with two different representatives on your website asking for the difference between the Men's 990v4 and 990v4 "Core". The first representative said the sole is larger and of completely different construction then the non-core shoes which is completely false. The second representative said the materials are completely different in the Core shoe vs. the non-core shoe which is also completely false. I then called four different New Balance stores, each in a different state, and each one of them said the same thing in that "Core" just means a color that was on one of the original shoes and is still available today.
Business Response
Date: 01/22/2024
The 990v4 and the 990v4 Core are the same style and have the same functionality. "Core" only refers to an original colorway.
Customer Answer
Date: 01/22/2024
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.
New balance did not address of how they would address misinformation being given through their chat feature.

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,
*****

Business Response
Date: 01/25/2024
While the desired settlement of the customer's complaint was to get a factual answer on the difference between the two shoes, and that was provided, New Balance will ensure pass this information to the team.
Initial Complaint
Date:01/17/2024
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 sent the following email on 1/12/24 to ********************* and *************************, but received no response:?Hi ***, ****, It is my understanding that New Balance is the parent company for Warrior Sports, so Im hoping you can help me. I just tried to call the phone number listed for new balance: ************, but the telephone system is not working properly and I was unable to reach a live person. *** tried getting help directly from Warrior for over a month now, but have been unable to reach a single person for assistance. Please see details below.The email below was sent to *********************** and *********************** from Warrior.Thanks,********* ************ ?Email to Warrior Sports:Hello, ** really hoping someone can help me. I have been trying to reach your company for over a month now, with no success. We recently purchased a set of preowned goalie leg pads (first time going with Warrior), but we discovered that were missing two velcro attachments which currently make the pads unusable. I thought it would be an easy call to speak with customer service about getting replacements, but that has not been the case. Ive tried calling the 800 number many times, only to be on very, very long holds with no one every coming to the line, and the option to press 2 to receive a call back, instead of waiting on the line, is not working (you press 2 but the on hold process just continues - no option for a call back is presented). *** also reached out, sending messages on X and ********* but have received no response. This is one of the most difficult experiences Ive ever had trying to get assistance from a company. Ive heard great things about your products, but this kind of experience would scare any potential customer away. However, because we already purchased the leg pads I would really like to speak with someone about getting the replacement parts we need. Otherwise, we will never be able to use the pads.Please advise.Thanks,********************************* ************
Business Response
Date: 01/19/2024
The New Balance customer care team is unable to assist with Warrior purchases. We encourage the customer to call the Warrior team at ************ or fill out the form on the Contact Us page: ******************************************************************************. If the customer did not purchase through warrior.com, we encourage them to work with the original retailer.
Customer Answer
Date: 01/19/2024
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.
As I mentioned in my initial complaint, I have tried to call the number provided but no one ever comes to the line. I have also tried to reach out to customer service in other ways, as described, but have received no response there either. Since you are the parent company I would expect that you would take some interest in the accountability of Warrior to its customers.
Please advise.

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,
*********

Business Response
Date: 01/25/2024
As previously mentioned, the New Balance customer care team is unable to assist with Warrior purchases. If the customer is unable to connect with a representative via phone, we recommend using the link provided to submit the form.
Customer Answer
Date: 01/25/2024
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.
To be clear, I have never been trying to get help from New Balance customer care. Since New ********************** is the parent ******* of ******* Sports, and since it is impossible to get help from anyone at ******* (Ive been trying since 12/9/23), I was requesting assistance from someone in the executive group at New Balance, but even they continually refuse to reach out and assist. TERRIBLE business practices with these two companies.

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,
*********
Initial Complaint
Date:01/16/2024
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.
ORDER # NSN292332, was never received. I reached out to customer service and they only advised me to file a claim with the carrier. I cannot since I am the shipper the is common consumer knowledge, I advised this to the representative and they only replied is there anything else I can help you with horrible customer service and company
Business Response
Date: 01/18/2024
Order NSN292332 was placed on 5/12/23, and the customer did not reach out until 1/3/24 which is past the timeframe that we are able to investigate lost packages. This is not the first time the customer has reached out months after an order was placed to report a lost package. Order NSL849521 was placed on 1/13/23, but did not report the lost package until 5/17/23, and was provided a one-time courtesy refund of $169.99 on 6/16/23. We are unable to provide another courtesy refund. In the future, the customer needs to contact our customer service within 2 weeks of the tracking showing the package has been delivered in order for us to start an investigation to find their package.
Initial Complaint
Date:01/15/2024
Type:Sales and Advertising 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.
The website was extremely misleading. I was offered 10% off on my FIRST order according to the website as long as I enter my email address. Upon entering my email address, the email offer I got was 10% off on my NEXT (second) order which is extremely misleading and unfair. I attached some screenshots as evidence.
Business Response
Date: 01/17/2024
Since the customer did not reach out to our customer service team for help with the promotion, we've emailed the customer explaining how to use the Shop Now button pictured in the screenshot provided by the customer. We encourage the customer to reply to the email if additional support is needed.
Initial Complaint
Date:01/14/2024
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.
My order number is NSN1745984. On 9/18/23, I ordered a pair of new balance shoes called Made in *** 998. I was unsatisfied with the product since it was uncomfortable to me and returned it on 09/21/2023. It was shown to be delivered back on 10/06/2023. I have since not received my refund. I have contacted time and time again but the customer support has given me the run around. I just want my refund.
Business Response
Date: 01/17/2024
According to return tracking number 1Z46R28Y9092656874, the customer's package was delivered to **********, **, not the New Balance warehouse located in ********, **. The customer claims to have dropped off the return in ************, **, but the tracking shows the first pickup scan in *********, **. The original order delivery tracking shows the weight of the package 2.8 lbs, but the return tracking is only 1 lb which is inconsistent for the weight of a pair of shoes. We are unable to refund orders that were not delivered to the New Balance warehouse. Refunds are processed within 14 days after we receive the items on your order at the address listed above and the items are processed by our warehouse team.
Initial Complaint
Date:01/12/2024
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 was gifted a New Balance gift card with the amount of $150 on 12/25/2023. When shopping on the New Balance website, I inputted the gift card information as payment. Before going further, I changed my mind about the purchase and never placed an order. The next day, I once again went on the New Balance site to purchase shoes that had been restocked. However, when I inputted the gift card information as payment, the balance showed as $0. I should still have $150 on the card, as I never purchased anything with it.I first spoke with customer service using the online chat, where I was told I would receive an email in 3 to 5 business days to further address the issue. That time passed, so I called customer service. The associate told me that she was sending up the problem and that I would be refunded. That was several days ago. I dont believe there is any intention to refund the card and am writing here to request that I receive $150 in store credit.Attached is a JPEG that shows the purchase history of the gift card that confirms that the card was purchased but never used.
Business Response
Date: 01/16/2024
There was a mistake made when escalating the customer's case preventing the case from being resolved and has been addressed. Since the card was input but no order was placed, the gift card fell into a Hold status. The hold has been released and the customer is able to use the card.
Customer Answer
Date: 01/16/2024
[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,

*************************
Initial Complaint
Date:01/11/2024
Type:Sales and Advertising 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 December 29th, 2023. My order number is #U01170065. I did not receive an email saying it was delivered. I checked the tracking number one day and realized it had already been delivered, I just never received a notification. I looked at the proof of delivery picture and was confused as it was not a picture of my porch. I live on a property with quite a few houses and checked with all of them. I did not see it. I contacted customer service where they had me wait until January 9th to file a claim. Finally a claim was filed but neither *** or New Balance has contacted me even though the email says they would. Ive been stressed that this is not going to get resolved. I would either like a replacement or refund, either one is fine. I just dont want this money to go to waste and dont know what to do. Thank you for your time.
Business Response
Date: 01/12/2024
It is not uncommon for packages to be marked delivered even if they have not been delivered yet. Per the New Balance policy, since the tracking shows the packages were delivered on 1/3/24, we must allow *** the full time frame to deliver the packages before initiating a *** trace. It is unusual for three different packages to be lost on the same order. *** traces were submitted for each package on 1/9/24, and we must wait for the results of the trace before we are able to credit the customer, if necessary. The process can take between **** days to be completed. The customer will be contacted when results have been received.
Customer Answer
Date: 01/15/2024
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 # ********.
The items seemed to have been delivered the the wrong apartment as the picture did not show my porch. I was not able to find them after I realized they had been delivered. If I wouldve received the email notification that they had been delivered then I couldve resolved this issue quicker. I waited the allotted time to file a claim. New Balance stated *** would contact me and they would keep me updated. Its now been 7 days and I havent heard anything. I would like this issue to be resolved by either sending a replacement or offering a refund.

FAQ

Regards,
Caitlin

Customer Answer
Date: 01/15/2024
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 # ********.
The items seemed to have been delivered the the wrong apartment as the picture did not show my porch. I was not able to find them after I realized they had been delivered. If I wouldve received the email notification that they had been delivered then I couldve resolved this issue quicker. I waited the allotted time to file a claim. New Balance stated *** would contact me and they would keep me updated. Its now been 7 days and I havent heard anything. I would like this issue to be resolved by either sending a replacement or offering a refund.

FAQ

Regards,
Caitlin

Customer Answer
Date: 01/15/2024
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 # ********.
The items seemed to have been delivered the the wrong apartment as the picture did not show my porch. I was not able to find them after I realized they had been delivered. If I wouldve received the email notification that they had been delivered then I couldve resolved this issue quicker. I waited the allotted time to file a claim. New Balance stated *** would contact me and they would keep me updated. Its now been 7 days and I havent heard anything. I would like this issue to be resolved by either sending a replacement or offering a refund.

FAQ

Regards,
Caitlin

Business Response
Date: 01/18/2024
When the traces for the lost packages were submitted on 1/9/24, the customer was sent an email stating that the process can take between **** business days. On 1/18/24, the *** trace was completed and confirmed the packages were lost. The customer has been credited $202.79 for their order.
Initial Complaint
Date:01/11/2024
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 am writing to complain about a duplicate charge I received on my credit card for an order that was placed with ***'s New Balance Outlet on 1/3/2024. Order number J00107226. I was notified by *********** on 1/6/24 that I was charged twice for this order. I called your customer care department today and your customer care representative was unable to resolve this issue. Your customer care representative insisted that two orders were placed and two packages were shipped to my address. I explained several times that I only ordered one pair of shoes and I have only received one pair of shoes. Your customer care representative continued to insist that two orders were placed and received by me. I can only assume the representative thought I did not understand what they were telling me because they kept repeating themselves several times and asking me not to interrupt, so that they could explain to me that two orders were placed and shipped. Again, I only placed one order and have only received one package. I paid for this order via Paypal, which is connected to my *********** credit card. Please reverse the $75.18 duplicate charge today.
Business Response
Date: 01/12/2024
According to our records, the customer placed 2 orders. The first order is J00107224 for item U574HT2 M11.5 / W13-D with tracking 1Z0248920302299746 delivered 1/6/24. The second order is J00107226 for item U574HT2 M11.5 / W13-D with tracking number 1Z0248920302299693 also delivered 1/6/24. These orders were placed 3 minutes apart from each other. If the customer thinks they didn't place the second order, they can dispute the charge with their bank.

Customer Answer
Date: 01/12/2024
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.
[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

It is clear from the business' records that the order is a duplicate. Clearly, there system duplicated my order three minutes later. The business has suggested that I contact my bank regarding the duplicate charge. My bank initially contacted me regarding the duplicate charge and then advised me to contact New Balance. We are now going in a circle regarding New Balance charging be twice for the identical order.
Regards,
******

Business Response
Date: 01/18/2024
As a one-time courtesy, we've credited the customer for the additional order that the customer unknowingly placed. Typically, since these orders were placed with Paypal, the customer would need to dispute the charge with ******.
Customer Answer
Date: 01/22/2024
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 have clearly stated that I did not place the order and that an error occurred with New Balance's cart system. For New Balance to insist that I "unknowingly placed an order" is neither civil, courteous nor polite. Therefore, it's clear that New Balance is either lying about this error or does not have the support or intelligence within their company to resolve this error. If New Balance continues to utilize labor hours to support this lie or this error, I will continue to support the truth and reality of the complaint.
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,
******
Initial Complaint
Date:01/11/2024
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.
Hello, I was hoping you could help me i cannot get in touch with this company, I get the runaround. It took me an hour to get an actual person on the phone and they didn't understand the issue. I was sent one return label for TWO pairs. I did not get credit for one of the two pairs in the box. Would you PLEASE help me get in touch with a real person who can take care of this. I am attaching two pictures, one of the shoes I ********** for and the other picture is of both pairs that I returned. It says they are a AAA accredited business, I'm not sure when that accreditation was given but they have changed so much. I cannot do business with them any longer. Thank you SO much. And to add to the confusion I sent back a third pair in a separate box (separate label) and I DID get credit for those. *********************
Business Response
Date: 01/12/2024
The customer emailed a no-reply email address. Every customer should reach out to customer service via the direction on our website. As it relates to the returns, the customer has been refunded for two items: ************* / W6-D and WTUNKNB4 6-B in the amounts of $95.70. and $138.24 on 1/9/24 via Instacredit. Since the customer did not choose the ************ to be returned, the Instacredit was not processed. The customer will have to wait until the warehouse processes the return which can take up to 14 days after delivery.
Initial Complaint
Date:01/05/2024
Type:Service or Repair 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.
The ** 806 ***************** Shoes Size 11 2E were purchased on August 15, 2023. Both shoes have come apart at the soles at two locations on each shoe after only 4 months of use. I have pictures of the delaminating shoe soles to verify the unbelievable poor quality of this pair of shoes. I would like a replacement pair of shoes.Thank you, *********************************, *********************************************************************. **************.
Business Response
Date: 01/09/2024
While we do not have the ability to mail the customer a new pair of **********************, we reached out to the customer to obtain more information about their experience and provided a coupon toward their next purchase on 1/6/24.
Customer Answer
Date: 01/09/2024
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,

*********************************

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New Balance Athletics, Inc. is NOT a BBB Accredited Business.