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.

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

• 

  New Balance

  1371 Woodroffe Avenue Nepean, ON K2G 1V7

• 

  New Balance

  8027 Kingston Pike Knoxville, TN 37919

• 

  New Balance Athletic Shoe Inc

  13600 Shoreline Dr Ste 700 Earth City, MO 63045

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:11/19/2023

  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.

  II bought a $200 NB gift card at a charity auction in April 2023. It expires 12/31/23. It has to be used online. I went to a NB store to try on a shoe, they didn't stock my shoe but measured me for shoe size. They offered to order but card states online only. They said if shoes didn't fit to return to store, they would mail, and I could order another pair online. They didn't fit, returned to store, gave me a receipt and said order new pair with same coupon. 10/12/23 I attempted to order but online said ****** already used. I contacted customer service, no help, asked for supervisor, who called back when I was working. Supervisor A said she could call me back in the evening. Didn't call. I called back 10/15(Monday) -she wasn't working. I called 10/16 spoke to Supervisor ** She asked if I had gift card 16282...1347. I did not. She called store and spoke to store representative. She called me and said I should have received new gift card but I will receive in 2-3 days for original amount($200). Thus began my replies and a string of emails from NB refusing to issue an new gift card, credit, or exchange(clearly stated on gift card).The store personnel was extremely helpful. However it's obvious that the **************** are operating off of different individual playbooks! I want a gift card or online credit for $200 with the time NB wasted added to expiration date. All supporting documents and emails uploaded.

  Business Response

  Date: 11/22/2023

  While the gift card the customer purchased at the auction was used online, it was not provided by the New Balance online team. The customer has been told they need to reach out to the person who provided the gift card to issue a new card. Our team does not have the ability to replace this particular type of gift card.

  Customer Answer

  Date: 11/22/2023

  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. 

  [I have voiced my concerns previously as to why a national online business which accepted a New Balance gift card as legal tender cannot provide a new gift card (which they previously said they would provide) or online credit for the $200 amount of the gift card. It makes absolutely no consumer sense that I cannot receive a gift card or online credit. It almost appears as it is a departmental issue. The "online team" cannot do the reasonable common sense action to replace a gift card or provide online credit. They would not even provide an exchange which is clearly stated on the gift card. The online supervisor said I would get a new gift card, the store representative when I returned the shoes said I could order a new pair using the original gift card - none of which happened. Maybe the online team should forward my request to ***************** Bottom line: I paid for a pair of shoes with a gift card which New Balance accepted. I was told by the store representative when I returned the shoes that I could order a new pair with the same gift card. An online supervisor who asked if I had a specific new gift card (I did not), then called the store, and then called me back saying I would be receiving a new gift card would have been the appropriate response. However, the next day I received another rejection from New Balance.

  Cordially,

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

  While it is not our standard practice to replace gift cards provided by a team not associated with New Balance, we have provided the customer a $200 coupon as a one-time courtesy. Moving forward, the customer will need to reach out to whoever provided the gift card initially.

• Initial Complaint

  Date:11/19/2023

  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.

  Hello i have placed numerous orders online with newbalance.com, Order number:NSN1488909, NSN1486771, NSN1486722, NSN1486587, NSN1486569.I have been also provided a case number: ******** All of them have been returned successfully and following all instructions provided to me by New Balance using the prepaid return labels. I have been waiting for over 2 months for my returns to process and they have been constantly ignoring and delaying a resolution for me. They have so far only refunded 1 order for me, and i do not know why i have to be waiting for the rest of my returned orders to process. Please refund my money immediately as this has been going on for crazy long!

  Business Response

  Date: 11/22/2023

  None of the orders returned have been delivered to the warehouse in ************. It is unusual for this many returns to be lost and delivered to a different location every time. We are unable to provide refunds for products we did not receive.

  NSN1488909 - return delivered to ******, ** ** 10/16/23 (1Z46R28Y9097195201)

  NSN1486771 - return delivered to **********, ** ** 9/20/23 (1Z46R28Y9090842425)

  NSN1486722 - return delivered to **************, ** ** 9/20/23 (1Z46R28Y9096076592)

  NSN1486587 - return was lost but credited on 10/4/23 (1Z46R28Y9094061404)

  NSN1486569 - return delivered to **********, ** ** 9/19/23 (1Z46R28Y9099078978)

  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. 

    Hello, i am not at fault in any way the courier does not know how to do their job properly or perhaps your company provided me with faulty labels with incorrect information. I have followed all of your instructions to return these items. Why are the rest of the shipments that have been lost any different from the shipment that has been lost and ALREADY refunded to me? This is between your company and **** i have already initiated an investigation with them and they have taken responsibility for this and told me to contact your company because you have a contract agreement with them and shipping insurance which means YOUR COMPANY is fully covered and insured. So you are putting me at a loss here. Please see attached email copy.

  
  
  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: 11/30/2023

  As none of the orders returned have been delivered to the warehouse in ********, **, we are unable to provide refunds since we did not receive the items. We recommend visiting a New Balance store in person to process returns on future orders.

  Customer Answer

  Date: 11/30/2023

  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 did not receive my previous return that has been lost as well, but yet you have refunded me for it. Why is the rest different and why am i supposed to be held liable for an error *** has made? Your company has full insurance with *** for these packages and you are fully protected. I already made an investigation with *** and they accepted full liability for the package lost .]
  
  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:11/08/2023

  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.

  Sent 990v4 two pairs back on same label received one refund on Oct 23 today told me no refund or and no sneakers back to me on other pair.I would have got right order number if website worked Ive asked many times no answer. Ive purchased four pairs of sneakers since August between New Balance/joes outlet

  Business Response

  Date: 11/09/2023

  This customer has 3 orders with a ***** and has been refunded for all of them. They have also used 2 different email addresses across the 3 orders: ********************* and ************************. It is uncommon and suspicious behavior to use different email addresses to order the same item 3 times and return it every time.

  NSN1426634 - refunded $198.86 on 8/26/23

  NSN1520945 - refunded $198.86 on 9/25/23

  NSN1818077 - refunded $198.86 on 10/23/23

   

  Customer Answer

  Date: 11/09/2023

  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. 

  Bottem line obviously sneakers are not from you from what your saying but they are brand new I need a pair that works for me or refund or at the very least send my new sneakers back to me ASAP as you have had since Oct 23 2023. Thank You
  SLMaloney 

  Business Response

  Date: 11/13/2023

  The customer admits their purchase is not from the New Balance online store. We do not have the ability to provide a refund for products purchased at another retailer. The customer will need to contact the original place of purchase for help with their refund.

  Customer Answer

  Date: 11/14/2023

  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.]
  I was born with cerebral palsy in my legs have used new balance, since I was 15 You as a Company used to help me get a pair of sneakers. Obviously your company has changed but I did pay $****** for those sneakers. I cannot get into your website its not like other sites Joes outlet either not fair to me because I cant see what Ive ordered every time I call no one assist me either. If I couldve gotten into the site, I wouldve printed out the right label or would of realized not your storeUPS receipt from when I sent them youve had my sneakers since October 23 from what youre saying obviously they werent from your company but it doesnt give you a right to keep them. I thought you were company that works with the customer I dont know if you can return my sneakers or if you have to refund me, but please do something. Why is not your website working lol beans works Christian **** works I do have four stage cancer, but praise ***** Im doing OK but the stress of the money being on Social Security, and not getting the money back or the sneakers its not fair to me. The unisex size does not work for me. I would like a pair 990 V fives womens 6D4 exchange if you do not want to please give me my money back, please and thank you 
  

  Thank you for Nothing I bought many NB sneakers from you no help i purchased shoes from your two companies and you play dumb when i say websites dont work they dont!!! so on sept 26 NB I bought 990v4 and bought FROM NB AGAIN 990v4 previously returned both and only received one ******b on 0ct 23, 2023. no-one helps about website. I put in two complaints *** OUTLET AND NEW BALANCE you still steal my brand-new 990v4 must feel good to do to someone with CP from birth and four stage melanoma. I admitted i sent them wrongly but i cant get into either website but you gladly take my brand new ****** sneakers must feel proud of your customer service and business thefts. you have never admitted your website doesnt work. probably how you sell on JOES OUTLET outlet steal from customers. I HOPE MGT can sleep at night!!!All you write is contact where you bought them but i can do nothing now your have sneakers!!! NB used to help customers find right shoes for feet now just steal from customer to make profit on second business nice!!! ***** KNOWS WHAT YOUR DOING!!! I pray your never sick on social security then
  have a NB company take ****** from you. I am suppose to trust you your telling truth when you took from me nice loyalty to the customer! you have my sneakers you should return them and fix your website so people can see what they bought. 

   

   

  Business Response

  Date: 11/16/2023

  New Balance is not responsible for the items returned to our warehouse in error and does not have the ability to send the item back to the customer. Since we have record of the extra item being sent to our warehouse, our only option for reimbursement is a coupon to cover the cost of a new shoe to be purchased on newbalance.com. The customer's information has been passed to our team, and they will be sent an email with a $200 coupon as a one-time courtesy.

• Initial Complaint

  Date:11/08/2023

  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.

  Date of transaction : 11/3/23 Amont in Dispute: $247.48 I placed an order online for two shoes (Order number U00116411), and it was supposed to be delivered to my address, but the shipping company *** Delivered to the wrong address. (Tracking number: 1ZF4W4400332531764). when asked thru chat on their website, they said they will only file a claim and it depends on *** investigation to determine if my refund will be processed. where the tracking from *** says it delivered to a dock in ************ **, where as my address on the shipping is ********** **. and the Agent on the Chat was abrupt and disengaged from the chat saying she cannot help any more. New Balance will take **** business days to respond to the claim and process the refund. Why should they hold my money if the shipping partner of their choosing messed up with the shipping. and am leaving out of the country for couple of months starting next week. and if the shipment is delayed its of no use to me and I could make use of the money to buy some other shoe in some other store.

  Business Response

  Date: 11/09/2023

  We can see that the package was delivered to an address not on the customer's order and have refunded them $247.48.

  Customer Answer

  Date: 11/09/2023

  [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:11/08/2023

  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.

  My order was suppose to be deliver 10/20/2023 I still haven't received it I was told nothing can be done until *** states its lost . *** closed my claim stating order delivered to Amazon. I had to reopen the claim they finally stated information sent to sender, I contact New Balance for the 4th time they told me last Thursday 11/2/2023 my information was sent to another department wait for a call. Here is my issue nothing that happened here was my fault I paid for a product New balance knows I didn't receive an have been given nothing but the run around!! New Balance says yes I see it was delivered to Amazon but its nothing we can do you have to wait . How is this fair its 100% unacceptable I will never shop here again . Its almost been a month since I placed my order. At one point *** told me they going to send the driver to try an get the package back from Amazon. Its ridiculous that I had to do all this back an forth and still have no out come .

  Business Response

  Date: 11/09/2023

  We can see that the package was not delivered to the address on the order and have refunded the customer $174.19 for their lost package.

• Initial Complaint

  Date:11/04/2023

  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 ordered a pair of shoes from NewBalance.com on 9/4/23. This was a model of shoe that my husband had not worn before. When the order came in, it was the color ordered and the size ordered. My husband did not like the way they felt or fit compared to other models he had worn, so I went online to process the return and print my return label. I returned the shoes in brand new condition, with tags still on, in the original box and original shipping box. I monitored the return via my tracking number and confirmed that they arrived on 10/4/23..well within the allowed return time. The information says to allow up to 2 weeks to process a refund. When I did not received my refund, I began calling customer service. I was placed on hold and when the rep came back he said that there was a problem in the shipping department and they could not verify the product that was returned. This is the most ridiculous thing I have ever heard. I asked to speak to a supervisor. He said that nothing could be done and this would have to go through an investigation process. (At that point I lost my mind)he gave me a timeframe that I would receive an email on regarding this situation. No email. I have called customer service each time they give me another date that i would be receiving an email regarding my refund. On one call, I understood that the refund was being processed and should be forthcoming in a couple of days. I called again on 11/3/23 as I have once again received no communication. This representative again brought up the situation with the warehouse. I again explained that this should not be my problem, as I returned the shoes I was sent, in brand new condition, with tags, in the original shoe box and the original shipping. I was again told this was under investigation but would be given top priority for a resolution. I then said, do you mean refund, and he said resolution. NSN1581654

  Business Response

  Date: 11/06/2023

  The customer's returned order has been located and refunded on 11/6. The customer can expect the refund to process to the original form of payment within the next 5 days.

  Customer Answer

  Date: 11/06/2023

  [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:11/01/2023

  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.

  Hello I ordered 2 sneakers October 11th didnt receive any pair I was supposed to receive a refund I got 2 emails stating so and never received said refund

  Business Response

  Date: 11/02/2023

  On 10/27, New Balance tried to credit the customer for the lost package, but failed due to a customer dispute. Because of the dispute, their bank will not allow New Balance to refund and they will have to wait for that process to be completed before a refund is issued.

  Customer Answer

  Date: 11/02/2023

  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,

  Giselle

  Hello I canceled the dispute so they are able to now process the refund they shouldve let me know this first 

   

  Business Response

  Date: 11/07/2023

  On 11/7, we were able to refund the customer $179.98 to the original form of payment. It can take up to 5 days for the refund to process to their account.

• Initial Complaint

  Date:10/31/2023

  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.

  I ordered a pair of shoes and received the completely incorrect product with a pair of slides. I have not been refunded to this date. If this is not resolved, I will escalate to the appropriate state and financial agencies as well as my local news channel news segment. Order number is NSN2145560

  Business Response

  Date: 11/01/2023

  The customer contacted our team on 10/26 to report they received the wrong item. An email was sent to, **********************, to gather additional information. It has not been responded to yet. On 10/30, our team sent communication to the email address listed on the customer's order, ************************ again requesting additional information to confirm the item that was received. As on 11/1, the customer has not responded to this email either. In order to move forward with a refund, the customer will need to respond to our email with the requested information.

  Customer Answer

  Date: 11/02/2023

  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 # ********:
  
  Good morning, 
  
  Thank you for the response. That email on 10/26 never arrived as ************************ is not nor has ever been my email. I believe you are mixing another customer's information with mine which is my order was wrong. I now received the email to ************************* to which I replied to.

  
  Regards,

  ********

   

   

  Business Response

  Date: 11/02/2023

  We've received the customer's email response and will be following up shortly.

• Initial Complaint

  Date:10/21/2023

  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.

  Submitted return in January 2023 using New Balance supplied shipping label. *** confirms delivery within required timeframe as shipping info is still available. New Balance stated PayPal denied the refund submitted by New Balance. PayPal stated they have no record of this and would not reject a refund - regardless of age of order. I reached out by phone recently to request that the refund be attempted again. I have not heard back. New Balance is offering only a merchandise credit at this time. I wish to have a refund to my original form of payment or will accept a check. Order # NSL839340 Item Returned: Made in USA 990v6 Return Tracking # 1Z46R28Y9095201635 (shown in attachment)

  Business Response

  Date: 10/24/2023

  Contacted customer Apologized for the less than stellar customer experience with her return in Jan. ********* refund declined in July due to the age being over 6 months. Advised will reach out to our **************** team to see if a manual refund can be processed. If not then a check will need to be cut. Advised maybe next week before I will have an answer as most of pour staff are currently at our annual sales summit. Customer has my direct contact information should she need to reach out for an update,

• Initial Complaint

  Date:10/17/2023

  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 purchased a pair of shoes for my son via AfterPay on Oct 3, 2023. The shoes were too small, so he had to return and they did not have the shoes in stock for his size. The return policy clearly states that refunds are given in the original payment method. This is also stated on my return receipt I received via email. Then, I received a gift card for $152.41. I contacted New Balance and receive an email from ****** ******** Care Supervisor stating that some stores are unable to give a refund back to the original payment method and thats why they issue gift cards. NONE OF THIS INFORMATION IS STATED IN THE RETURN POLICY. They are refusing to cancel the gift card and refund me through the same payment method I used to purchase the shoes. I contacted AfterPay as well and unfortunately they are unable to help. I do not shop at New Balance and have zero use for a gift card.

  Business Response

  Date: 10/19/2023

  10/8/2023 - Apologized for the less than stellar customer experience with customer care. Advised need to have funds depleted for gift card and get refund sent to Afterpay. Advised I would follow up with her once all complete. Customer satisfied with resolution.

  10/19/2023 - Gift Card funds removed and Afterpay has been refunded. Attempted to reach customer via telephone to provide update, however, got the message caller unavailable try your call later. Emailed customer the update. 

  Customer Answer

  Date: 10/19/2023

  [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,
  
  *****************************