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. has 9 locations, listed below.

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• 

  New Balance Athletics, Inc.

  100 Guest St Ste 1000 Boston, MA 02135-2028

• 

  New Balance Athletics, Inc.

  #1 - 19950 Willowbrook Drive Langley, BC V2Y 1K9

• 

  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

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:12/09/2023

  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 sneakers on 11/6/23. The tracking indicated delivery on 11/9/23, however the shoes were never delivered. I have contacted New Balance multiple times and am getting a run around about their "investigation process." ************** would open an investigation and call for details, but no one has contacted me. It's been well over a month (they said 5 days to open the investigation and then 15 days to complete the investigation) and still nothing. Absolutely outrageous that I'm out $70 and have no shoes and no communication from the company.

  Business Response

  Date: 12/11/2023

  The customer has been credited for the lost package as a one-time courtesy. This shipping address input by the customer has a street name but no street number which is likely the reason it was not delivered to their residence.

  Customer Answer

  Date: 12/11/2023

  [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:12/09/2023

  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 9/23/2023 I purchased two pairs of sneakers. I sent my package to my mother (***********************) house. The package is in her name, but I paid for it. My package was never delivered or someone stole it. I filed a claim with *** and they determined they couldnt find it. I was told to contact the shipper for further details. At that point I am getting the run around. New balance told me I had to wait about 14 days. Which I did. I then get a email that my package was claimed by an unknown person Neither me and my mother know. After speaking to *** again they stated the only thing new balance had to do was send documents back to them so *** can refund them. Called new balance back and they were suppose to look into and till this day I havent spoken to anyone.

  Business Response

  Date: 12/11/2023

  The result of the *** claim on 10/3/23 was that the claim was voided and the customer was advised. If the customer believes the package was stolen, the customer should work with local law enforcement. The customer has been credited as a one-time courtesy.

  Customer Answer

  Date: 12/11/2023

  [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,
  
  Tay-*************************

• Initial Complaint

  Date:12/08/2023

  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.

  On November 24th I purchased the ***************** 306 sneakers colored Sea salt with green size M10.5.The first attempt to order failed and I received an email stating the failure. I then repurchased and received a confirmation email stating order confirmed and that the order "will ship soon".I've waited for about 10 days and nothing has progressed in the delivery process saying it is still "processing".I chatted with NB online and was told that there was an error with the system and that I must reorder. The issue was that I was given a 25% discount on black friday, and now the item is full priced. The chat representative clearly stated there is nothing that can be done and that I must order with the full price. When I asked for a supervisor I was denied one and the chat was closed by the representative. I followed by calling customer service, and after 38 minutes on the phone, was told there was nothing I can do but go physically to a store and beg for a discount after explaining my situation. Needless to say I went to a store and was denied a discount.I ask for your help, as after another phone call, I was told a supervisor would call me "today", which was 4 days ago. Today they finally emailed me, an email that apologies for the inconvenience and that I should reorder online at full price and regular shipping. Absolutely ignoring the fact that I purchased the shoes at a discount, was supposed to already have them, and that all of this is due to THEIR mistakes.

  Business Response

  Date: 12/11/2023

  On 12/10/23, the customer was able to place a new order *********** and received the 25% discount that the original canceled order received.

  Customer Answer

  Date: 12/12/2023

  [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:12/06/2023

  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.

  purchased new balance shoes, which are falling apart and new balance will not look into problem because I do not have proof of purchase. shoes were on worn 3 times. I notified new balance with all information and pictures. I only would want to return these for a replacement

  Business Response

  Date: 12/07/2023

  Despite the shoe being very old and the customer not knowing when or where they purchased, we have passed the missing photos to the team and the customer will be contacted about options to recoup some of the lost value.

• Initial Complaint

  Date:12/06/2023

  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.

  I ordered shoes online at night after New Balance's customer service could not be contacted because of their hours. However, New Balance says that I need to call within one hour in order to be able to change the address. I was not able to do that because they're not a 24 hour service. I called when they were open to change my address, but the package had already been handed over to **** I explained to new balance that bc of Apple Pay, when I clicked to pay for the item, it didn't give me an option to insert my address, but used an incorrect default address as the shipping address. Since NB couldn't help, I contacted *** and created a customer choice account per NB instructions. *** said that NB had blocked the option for me to change the address. NB said they couldn't do anything and *** said NB should fix it. I went back and forth between *** and NB, ultimately leaving my package to maybe being delivered to an incorrect address (I have no proof as I don't live at the address it was "delivered" to). NB said I could report package lost once it had been claimed delivered. *** closed my claim bc they said they delivered it. NB said they literally couldn't do anything. I won't get a refund, nor do I have my item I paid for. I tried to resolve this multiple times upon realizing the address was wrong, but NB could don't provide me a solution. They stole my money, basically. I want a refund bc I don't have the shoes.

  Business Response

  Date: 12/07/2023

  Once orders are processed and the details are sent to our factory, we are unable to make any changes or cancellations. It is with good intentions that we process orders quickly so the manufacturing process can begin and get orders shipped as quickly as possible. As a one-time courtesy for customer inputting the incorrect shipping information, we have credited the order and the customer can reorder using the correct shipping details.

• Initial Complaint

  Date:12/05/2023

  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 am looking for sneakers that are comfortable, but have some health issues. Normally I have been able to look at sneakers and can tell if they slope to the front in heel fashion & so I had been buying on Amazon. However, many NB are changing to have internal sloping which makes it difficult to know before hand. I have just had to return 2 pairs cause they were painful. I live in a small area with lack of stores. While I did check mall stores a little further out,all their NB shoes were not comfortable as they have the dreaded slope.There is no reason for a slope. The front of foot and toes need protection too. Plus people have health issues. ******* is fine, but please be honest and put the slope outside to be known. There's no reason for a hidden slopes, unless someone is short trying to look taller. But the main problem is New Balance is not providing a contact to be able to talk to anyone and get direct details about which styles would be suitable for my health issues. I cannot wear sloped/heeled footwear cause it will hurt my ankles. I need protection for the front of foot as well. I need an employee who can communicate via email about various models/styles. The only contact on the website was a computer chat (which disconnected me) and a division that had nothing to do with styles (that did not get back to me).

  Business Response

  Date: 12/06/2023

  Our customer service lines were down for a week, but they are back online now. If the customer has specific needs related to health issues, we suggest the customer work with their doctor for a shoe recommendation.

  Customer Answer

  Date: 12/08/2023

  As to their response: I did not ask New Balance to be my doctor. I asked help on getting information with models, and I will make my own decisions.

  Many doctors have recommend new
  balance, however that *** have
  changed with these crazy styles.
  
  

  As to the website being down and the issue at hand: That the website was down is understandable, but they still failed to provide contacts.
  
  Since that time, online chat has been restored, but they weren't helpful. I asked about which models weren't sloped/heeled. The agent answered, but didn't understand the question. (Which is almost funny.) And she proceeded to show me sneakers that were elevated in the back. She then said she doesn't understand what I mean.
  I explained and was shown a couple more sneakers. However, I was still not given any information on them. (ie how thick is the padding on the toe area & heel area.)
  
  I then asked about finding what name model numbers mean, but over 30 minutes went by without a response.

  Business Response

  Date: 12/11/2023

  All New Balance shoes will have more cushion in the heel than in the toe area. When a customer has health issues, we encourage the customer consult with a doctor to recommend a shoe that will address their medical needs. 

  Customer Answer

  Date: 12/11/2023

  Again, I am not asking for any information about medical stuff. I do not need a doctor, I need a pair of sneakers. I know that most sneakers have more cushion on the heel, the question is which are less. My New Balance All Coast / 210 are nearly 100% flat and comfortable. (That would be the type of style I am looking for.) Please note that if you are going to build higher heel elevation in sneakers, then you should at least have the decency to make it externally visible, so people will know what they are buying.

• Initial Complaint

  Date:12/01/2023

  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.

  Purchased these classic NB1300 shoes and my son waited months to wear them. They didnt even last a day. When I picked him up from school, he was walking in his socks and holding the shoes.

  Business Response

  Date: 12/04/2023

  As the purchase was not made directly through New Balance and no proof of purchase was provided, the customer was offered a coupon to recoup some of the lost value and wear tips explaining that when shoes sit unused for long periods of time materials and adhesives will dry out leading to the issue they experienced. We recommend shoes be used consistently as soon as purchased to help keep the materials supple. We are waiting for coupons to be restocked and will email it as soon as available.

• Initial Complaint

  Date:11/29/2023

  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.

  9/10/2023 $110.24 1Z46R28Y9091098550 I returned this item and New Balance has it in their procession but they're refusing to refund me the money back for this item. By law a company cannot keep the item and the customer funds.

  Business Response

  Date: 11/30/2023

  Warehouse received a pair of old **** shoes. The customer's order is not eligible for a refund because the item that was returned does not match the product that was purchased on the associated order. New Balance is not responsible for this error and does not have the ability to send the item back. If the customer wants a refund, the correct item needs to be returned. Refunds are processed within 21 days after we receive the items on your order. 

• Initial Complaint

  Date:11/24/2023

  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.

  I purchased a pair of running shoes online from New Balance order # U00171973 for my daughter. The shoes did not fit so I returned them via *** using the return label provided by New Balance. I have tried to contact the company via phone and for the past week a recording comes on stating they are having issues with phone service to please use the chat feature on their website. I have tried to use the chat feature and it's a BOT, not a live agent. I receive a message that someone will get back to me in 5-7 business days. How is it possible to sell items online but not have any customer service agents to help with issues like this??

  Business Response

  Date: 11/26/2023

  Our ************* center is experiencing an outage and is unable to fully process phone calls and live chat. When the warehouse received the customer's return, the box was full of garbage and not the item on the order. The customer needs to return the item purchased in order to receive a refund.

  Customer Answer

  Date: 11/26/2023

  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.]

  It sounds as if your company is in a bit of troubleno phone lines, no customer service department for over 2 weeksdoesnt sound like you will be in business much longer.  Its the most busy time of year. As far as your warehouse is concerned, I did not return garbage, I returned a pair of shoes. I will file a dispute with my credit card company to get my money back. I have proof of return along with a receipt. 
  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: 11/27/2023

  We have communicated with the customer that we have received the package they returned, but the items in the return do not match the item on the order. New Balance is not responsible for the customer's error and unable to refund the order until the item on the order has been returned to the warehouse. Refunds are processed within 14 days after we receive the items on the order.

  Customer Answer

  Date: 11/28/2023

  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:11/20/2023

  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.

  The new balance website let's you place an order for shoes. They give you 1 hour to change or cancel your order but have turned off any means to do so. I tried to contact them within minutes to cancel my order to exchange for another pair of shoes and could not get anyone. I emailed them as well and got no response. The customer service number has a recording saying they are down as well as the live chat. I believe this was done so people would have to return items after they are shipped and be charged a restocking fee. This is unethical and deceptive business practices.

  Business Response

  Date: 11/22/2023

  Our ************* center is experiencing an outage and is unable to process phone calls and live chat. By the time we received the customer's communication via email, it was too late to cancel their order. There is no restocking fee to return items. The customer was contacted on 11/21 and has generated a free label and is in the process of returning the item. Messaging on our site states to please allow up to 14 days after we receive the package for the refund to process.