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

  1371 Woodroffe Avenue Nepean, ON K2G 1V7

• 

  New Balance Athletic Shoe Inc

  13600 Shoreline Dr Ste 700 Earth City, MO 63045

• 

  New Balance Baton Rouge

  7425 Corporate Boulevard, Suite 800 Baton Rouge, LA 70809

• 

  New Balance

  7369 W. Bell Road #7 Peoria, AZ 85382

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:01/03/2024

  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.

  I contacted new balance shoes about a terrible odor in my sneakers that I purchased a few months ago. The agent said that if I send them all the info, they will do exchange. I sent them all the info with 6 clear images of the shoes. A week later they requested a receipt, which I provided them. But yes, you guessed it: this was their reply! We are sorry for the issue and to hear that it has not lived up to your expectations. After reviewing the photos provided, the team has advised that this is not a manufacturing issueIt begs the question: why did you tell me otherwise, and you asked me to send you imagesif its not a manufacturing issue? Moreover, why did you still aske me to send you copies of the receipt? You should have told me right from the getgo: odors are not a manufacturing issue?But you are twisting your policy in ur own favor, even though new balance knows about this issue, as you can see in the pasted search results from ******* The issue is that moisture would break down some of the foam / glue and result in an ammonia smell. Washing only made it worse. If the shoes NEVER get wet, you might have never experience this problem. For years, NB claimed the issue was "solved", but really wasn't."And yes: I need a full refund for those shoes cuz u told me so on the phone. My work of taking pictures and searching for receipts is not in vain! I cant wear the sneakers anymore cuz the smell is the worst I have ever experienced. Even cheap ******* $10 sneakers is way better and has zero odor issues. So step up to the plate and pay for your own problems.

  Business Response

  Date: 01/04/2024

  As this purchase was made on 6/26/23 at DSW, New Balance is unable to provide a refund or exchanges for purchases made at external retailers. We encourage all customers visit the original place of purchase to return within that store's return policy for a refund. If the original place of purchase is unable to assist, we can explore other options. The customer waited until 12/13/23 to report this issue which fell outside the store's return policy. However, in this case, the photos provided do not show a quality issue. As a one-time courtesy, we will send the customer a coupon to recoup some of the value lost with this purchase.

  Customer Answer

  Date: 01/04/2024

  [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:12/31/2023

  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.

  Better Business Bureau:I placed an order (NSN1647017) for two pairs of shoes on 9/9/23. I then asked to return the shoes. The items were sent back, and according to *** tracking (1Z46R28Y9099325683), were delivered to their dock at 10:21 AM on October 5th. The delivery was received by REC.I have been trying to resolve this through their phone support for the past months. Despite my efforts and multiple communications, I have yet to receive a satisfactory resolution. Each time I call to resolve the issue they mention that they will open a case and will issue a refund within 5-7 business days yet no refund has been initiated. I have two case numbers from my calls: [********] and [********]. Since 11/28/2023 I have yet to receive a response back.

  Business Response

  Date: 01/02/2024

  The customer was emailed on 11/28/23 stating that they have not received a refund because we did not receive the items selected for return on their order. Refunds are processed within ****************************************************************************** our warehouse.

  Customer Answer

  Date: 01/03/2024

  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. 
  

  Dear New Balance,

  The shoes were sent and received according to **** but you guys are still withholding the refund. From the previous response I provided the tracking details and it shows as delivered. A multiple customer support representatives promised a refund but I have waited over two months and you guys decide to not reply to my emails to get a resolution which is unprofessional. I wish for a refund for the already delivered shoes.

  [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,

  *******

   

   

  Business Response

  Date: 01/05/2024

  The package that was sent to the warehouse was received on 10/5/23, but per the email that was sent to the customer on 11/28/23, they have not received a refund because we did not receive the items selected for return on the order. On 1/5/24, the customer was refunded for their order as a courtesy.

• Initial Complaint

  Date:12/31/2023

  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 Have Order A Shoe For A Xmas Hidt from someone and they never was delivered. Nothing. On my package it should have had H as in ***** 130 which is the apartment building that I am in. There was a picture that was taken that is not by my door so I called New Balance and they told me to reach out to to U.P.S and open up a claim I asked him was there something else that they can do? They advise me that they cannot send out a replacement or doing anything. Im just trying to get my package before New Years come, which I see that thats not Im just very devastated about this because it clearly says as in ***** 130 not ************************* the second floor. I just really would like my money back or replacement but since Im not going to get it now I have to go into the store to find a shoe. Thats something similar to what she likes. I dont feel like I have to wait almost a month to hear back from someone about a shoe. There are something better that they couldve did. They couldve sent me a replacement, and when they found out what happened, charged the deliver Company with that.

  Business Response

  Date: 01/02/2024

  The customer's tracking number ****************** for order U01161586 shows photo delivery on 12/30/23 at 4:42pm. Per the New Balance policy for lost packages, a trace to locate the package will be started. The claim process can take up to 8 - 15 business days and *** will reach out to the customer within this timeframe. If the package is confirmed lost by ***, the customer will be refunded within 2 business days.

  Customer Answer

  Date: 01/02/2024

  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. Reason being honest is because I have reached out to U.P.S and I explained to them the situation along with the picture as well. They told me to reach back out to you guys to resolve the issue. I feel like that its too long of time for you guys to come up with something to do as in I missed out on the shoe and ** also missing out on money that was a gift for someones birthday that was supposed to be for New Years. I feel like that was something that you could have done until this investigation was over. I also showed pictures on here. No one brought anything to the door at all. I feel there something else that yall can do as fast as then waiting that long period of time. You also told me that yall cannot reach out to the carrier, so how is it that youre trying to reach out to them to resolve something when I asked you guys, can yall reach out to him when I called in that right there? I have recorded on my phone when I called you guys a second time just to keep record of and that will say it on that recorded line. 

  [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,

  ******

   

   

  Business Response

  Date: 01/03/2024

  We must follow the established process for customers who report lost packages. On 1/2/24, an email was sent to the customer that a trace has been started. A *** trace can take up to 8 -15 business days. We will provide an update once we have received a response from *** via email with next steps.

  Customer Answer

  Date: 01/04/2024

  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. When I spoke to someone last night from the company, they told me that it was never filed and they do not see one, so I just filed this one yesterday and this was the starting process of it, which it shouldve been filed the date of

  [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,

  ******

   

   

• Initial Complaint

  Date:12/28/2023

  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.

  bought a pair of new balance from Dicks sporting goods 4 months ago. The sneakers a falling apart and are warped never wore them other going to the gym. they sent me an email then told me because i did not buy them from new balance in ******. ??? im in ******* not ******

  Business Response

  Date: 12/29/2023

  On 12/26, the customer contacted to report a quality issue with shoes and attached photos of the shoes. The customer did not describe what was wrong with the shoe, just that they were defective. The photos provided by the customer do not show any quality defect. The customer was told the process for purchases made at external retailers, but refuses to provide any further information and continues to berate customer service with profanity in emails and over the phone. In order to assist this customer, they will need to provide the information requested in the email sent on 12/28.

  Customer Answer

  Date: 12/29/2023

  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
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:12/24/2023

  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 paid $63.29 for New Balance shoes model 574+ on November 26th, 2023. New Balance delivered my shoes on time on November 30th. The shoes did not fit so I returned them. My return was received at the warehouse on December 5th. I waited the recommended 2 weeks for my refund to appear in my account. It never showed ** in my account and I contacted customer service multiple times via message. They never responded to me. I would like to receive my refund. My tracking number is U00552645

  Business Response

  Date: 12/26/2023

  The only modes of communication is chat or phone. Emails sent in reply to orders are not received. 

  Refund and email to the customer processed. 

  Customer Answer

  Date: 12/26/2023

  
  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:12/17/2023

  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.

  On 11/22/23 I ordered several items from new balance.com. On 11/25/23 several of those items went on sale so I initiated a return of the majority of my previous order. I received a return label from the return process on new balance.com and returned the items. The items were received by New Balance on 12/1/23 verified by *** and New Balance. According to their return policy If your order does not qualify or you do not opt in to receive an instant refund, allow up to 14 days after we receive your package to process your return and refund your account. On 12/15/23 I contacted customer service to check the status of my refund and spoke to ****************** ******* T (12/15/2023, 10:34:51 AM): Oh ok thank you, yes i do see we received the items on 12/1/23, I will go ahead and let the refund team know they need to refund you due to items being received. By the evening of 12/15/23 I still had not received a refund confirmation of the refund. I called customer service and was told that it had been elevated but may take up to 10 more business days before it could be resolved.

  Business Response

  Date: 12/19/2023

  Refund processed on 12/18/2023 within 24 business hours. 

  Transaction Type: 
  Refund
  Transaction Amount: 
  $696.10
  PSP Reference: 
  SRMVSKFN5QSH8C52
  Transaction Date: 
  12/18/2023 12:04 PM

  
  

  Customer Answer

  Date: 12/19/2023

  [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:12/13/2023

  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.

  The absolute worst company I have ever dealt with in my life. I placed an order in November, but New Balance refused to ship it...despite me having paid for it. Every time I contacted them I was told to wait, and wait, and wait, and wait and finally after waiting a month, I got a very rude email, saying that they would not ship it, no apology, no explanation and no reason. I asked for a similar product, but i was ignored. I filed a complaint with new balance, this was also ignored. Now this present will miss the holiday season, and new balance seems like they could not possibly care less, while holding my money hostage. What a shady company, rude, incompetent, careless and disgusting. Simply unacceptable. I would never recommend buying anything from new balance.

  Business Response

  Date: 12/14/2023

  On 11/28, order U00622256 was given a tracking number (1Z0248920300909876) but was not scanned by *** and is therefore considered lost. The customer was fully credited for their lost package on 12/12/23. 

  Customer Answer

  Date: 12/14/2023

  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
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:12/12/2023

  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 shoes of different sizes and colors from the ** website because the company claims free shipping and return.I wanted to return shoes unfit and contacted them through their online chat. The representative told me if I return them to a local ** store, I can get refund right away and I would need to wait for 3 (maybe 2? I don't recall exactly) weeks. I thought maybe it is worthy of a trip to get an instant refund. I went to an ** store and told the person there I need to return shoes I bought online. I was asked to provide them with the receipts with my order numbers, which I did. He then took my boxes and the receipts and told me I would receive an email confirmation later. Not until I reviewed my confirmation emails later in the evening, did I notice I got charged outrageously high shipping fees ($135.5) for my returns. Throughout the entire process, neither the online-chatting representative nor the staff in the ** store told me anything about a shipping charge. So I was very upset and I contacted the online chat again. What the representative told me was to visit the store again and take back my shoes from there! That was an irresponsible suggestion again! How do I know if the shoes are still there? (Nobody answered phone at the local ** store.) Also, it took ***** minutes to drive up there. I have to take care of my family in the evening too! Most importantly, please note, at their website about returns (********************************************), it explicitly states: Bring your items and packing slip or order confirmation email to any New Balance or New Balance Factory Store to immediately receive your refund. I also went extra miles contacted their online representative to confirm it and did exactly what I was supposed to do. They should be responsible for the shipping charges falsely applied to me. I demand a full refund of my orders (#U00305251, #U00550122, #U00550122) including the total shipping fee I got falsely charged is $135.5.

  Business Response

  Date: 12/13/2023

  We have no records of the customer being charged for any returns. On 12/12/23, the customer was refunded for 3 orders and was refunded $127.49, $53.99, $217.47. The Order Status Update email the customer received does not mention any charges. It shows the full price of the items, then the amount the item was discounted in red. The amount in red is not a charge. If the customer believes they were incorrectly charged, we encourage the customer to work with their bank or card company for resolution.

• Initial Complaint

  Date:12/11/2023

  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.

  During Cyber Week, upon completing a purchase online for a pair of sneakers for $159.99 an 10% discount was offered; however, at the moment I was unable to complete my purchase and upon returning to complete my purchase, the 10% discount offered disappeared. Afterwards, I sent New Balance several emails to [email protected]. com regarding to 10% offered, but I never received a response. I do not understand why a company has an email if they have no intention to respond to potential customers.

  Business Response

  Date: 12/12/2023

  The email address the customer responded to is an order confirmation no-reply email address, it is not customer service. According to our records, the last order placed by this customer was on 11/28/2022. If the customer would like to contact our customer service, they can do so by the info provided on our **************** page: ****************************************************.

  Customer Answer

  Date: 12/16/2023

  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. 

  This is a misunderstanding! This is NOT in reference to a previous order! This is regarding a future order! Once again, upon trying to check out (see attached) I was offered a 10% discount, but the discount code was not provided upon checking out. I am simply requesting the code. 
  
  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,

  Katerina

   

   

  Business Response

  Date: 12/19/2023

  Customer requested not to be contacted by New Balance. Should she want to receive the 10% discount on a future purchase she will need to reach out to our customer service department via chat or call us at call ************. Customer service hours are Monday-Friday ******* EST, and Saturday-Sunday 9am-6pm EST. These two methods are how to reach customer service.

  Customer Answer

  Date: 12/19/2023

  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. 

  My complaint is not only the 10% discount request, but the fact that I did reach out to New Balance on three different occasions via email. 
  New Balance failed to respond to all emails. What is the purpose of having an email address if you cannot provide the professional courtesy to respond?

  
  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,

  Katerina

   

   

• Initial Complaint

  Date:12/11/2023

  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 ordered a pair of shoes on Dec 2nd( UU00723053 ). I contacted new balance three times about the package that was stuck in the status of "label created, *** is waiting for the package". They eventually admitted the package was lost and offered to refund me the order(only after I had to speak with corporate on the issue). They instructed me to place a new order under *** next day air. I placed the order on December 8th ( U00845288 ) since December 9th it has been showing shipped, but the same status as the previous order. "label created *** is waiting for package". I spoke with a representative again on December 10th outlining my frustration in the delays and mentioning that I still had yet to have any of my promised refunds issued to me. The representative told me they can't really help me as corporate doesn't give them any power, but nevertheless I was issued a case number.Case# ******** The refunds were eventually processed, but I was still expected to pay upfront 280 dollars for two separate orders. I still have yet to receive either order. The first order when tracked shows as package lost, but the second order is still indicating the label created status DESPITE me purchasing next day air shipping. Every new balance customer service agent I spoke to had a different story or explanation as to why my packages were delayed, and at one point a manager of the organization told me that there is nothing she would be willing to do. She claimed the package will show up despite what the tracking status claimed and refused to investigate the issue further. I warned the last person I spoke to after my 5th call to customer service that if I didn't see some sort of effort for new balance to honor their end of the transaction I would be filing a complaint. I am hoping that this complaint forces them to do something, but it is tragic that it has to come to this over a pair of running shoes.

  Business Response

  Date: 12/11/2023

  Order U00845288 was placed on Friday 12/8/23. Every order has a processing time frame of 2 days at the warehouse. Since the warehouse is closed on Sundays, the first day would be Saturday 12/9/23 and the 2nd day would be Monday 12/11/23. With 1 day air, the package should arrive no later than Tuesday 12/12/23. According to the tracking, the package is due to arrive today 12/11/23 between 1-3pm. We must provide *** the full time frame to deliver before any credits can be considered.

  Customer Answer

  Date: 12/11/2023

  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 

  Regards,

  *********

   

  The business response only addresses 1 out of the 2 orders in question. Nor does it address the open case with their supervisor *******. I confirmed with the *** ** that they did not receive either package despite new balances claim. This is not a courier issue, it is a new balance issue.

   

   

  Business Response

  Date: 12/13/2023

  As admitted by the customer in the original complaint, the customer was refunded $129.73 for order ********* on 12/10/23. A *** claim was filed on 12/10/23 for the lost package, but *** has not closed the claim. *** claims take **** days to resolve. Despite the claim not being closed, the customer was refunded as a courtesy. On 12/10/23 and 12/11/23, the customer was refunded $47.55 and $132.59 for order U00845288, even though that order was delivered 12/12/23 within delivery time frame. There are currently no open cases as the customer is not owed any more orders or refunds.