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Business Profile

Retail Shoes

New Balance Athletics, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

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

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New Balance Athletics, Inc. has 9 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/15/2023

      Type:Product Issues
      Status:
      Resolved
      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 Number NSN1609973 Returned the shoes on 9/14 via **** It has now been 1 month since i shipped them and i still havent been refunded. First they told me to wait 2 weeks, then after 2 weeks said that i have to wait 2 more weeks because the tracking shows they were sent to *** lost and found and had no movement. This is absolutely ridiculous. If *** lost them or if New Balance lost them, how is it my problem? Then i was told someone would email me about a refund within 1-3 days, that was a week ago and no one has gotten back to me and i havent received refund confirmation. It has been a month since they were returned and I want my money back. If anyone sees this, do NOT give a ***** to New Balance unless you are sure of your purchase.

      Business Response

      Date: 10/16/2023

      We apologize for the misunderstanding of the *** investigation process. A *** investigation can take between 8 to 15 business days. The customer stated in the complaint  "The tracking shows they were sent to *** lost and found and had no movement. This is absolutely ridiculous. If *** lost them or if New Balance lost them, how is it my problem. When returning an item to any company the customer is responsible for the item until the return has been received by the Company.  The investigation began on 09/25/2023. Today is the 15th business day. We have refunded the order today. 

      Customer Answer

      Date: 10/16/2023

      [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:10/10/2023

      Type:Product Issues
      Status:
      Resolved
      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 09/29/2023 I purchased a pair of shoes from the New Balance website for $229.31. Order NSN1904848. At no time during the purchase or checkout process, did I see any indication that this item was not able to be returned. My receipt also did not contain this information. NB has refused to let me return the item.When I reviewed the web page, I can now see the tiny text, but it appears far BELOW the purchase button, so it is likely that a customer would not even scroll down that far and would not see it. Not only that, but there was no button or box to check for a customer to explicitly accept that they understood this information which is common practice in other situations like this.I am unhappy with the item, the color is not like what is shown, and the sizing is off because they do not fit. I would like to return this item. New Balance has refused.Please note the tiny text appears BELOW the fold (without scrolling) and is UNDER the purchase button, so a person wouldn't even see it without scrolling, and could easily add the item to their cart without scrolling down.I have included a screenshot of what I see on the product page without scrolling down, and also a screenshot of my receipt that doesn't indicate anywhere on it that this is an item that cannot be returned. I was completely unaware of this until I tried to return the item. All over the website you can see claims of "easy returns!" The product web page for reference: **************************************************************************

      Business Response

      Date: 10/11/2023

      We apologize you did not see the item you purchased is not returnable. In the My Cart screen it states Item cannot be returned. Screen shot attached. As a one time exception we will allow the shows to be returned. 1Z9YW7169097234782 return label emailed to the customer. Once the return has reached the warehouse it can take up to 14 days for the refund to be processed. 

      Customer Answer

      Date: 10/11/2023

      [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:10/10/2023

      Type:Product Issues
      Status:
      Answered
      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: 9/10/23 Amount of $865.96 New Balance provided 4 pairs of sneakers I returned the product on 9/14/23 in two separate tracking and they have been delivered and then rerouted and still in transit. I have been contacting New Balance on multiple occasions and they would keep pushing the rock down the road. I have exhausted all options on receiving my refund but there is no resolution The business has not tried to resolve the issue ORDER # NSN1659164 Trackings:1z46r28y9096145534 1z46r28y9098634314

      Business Response

      Date: 10/11/2023

      We apologize for the less than stellar customer experience with our customer care team and the inaccurate information provided. We will use this as a learning experience to ensure this type of interaction does not occur in the future. *** will begin an investigation to understand what happen with your order. *** investigations take up to  8 or 15 business days. Once we receive the results from *** we will process accordingly/ We understand this can be frustrating and appreciate your patience and understanding. 

      Customer Answer

      Date: 10/11/2023

      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 below; if you do not provide any details, your complaint will be closed as Answered. 

      I understand the reasoning behind *** investigation but I am rejecting the decision to close the case until a refund is processed

      FAQ

      Regards,

      ****

       

       

      Business Response

      Date: 10/11/2023

      New Balance opened an investigation with *** for order NSN1659164. An investigation can take up to 15 business days. Complaints filed with the BBB are required to be responded to within 10 days of date the complaint is received. Rebuttals are to be responded to with in 5 days. I will email the customer my direct contact information. There is nothing we can do to resolve the customers concern until we hear back from ***. 

      Customer Answer

      Date: 10/19/2023

      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. 

      I was reached out by ********************* on the matter and havent heard a reply in a solid 4 days

       
      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:10/09/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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 two pairs of sneakers on 9/26/23, new balance said it would arrive in 2-5 business days, on 10/2/23 I received an email stating my order was delayed due to a incorrect address even after I double checked making sure it was correct. On 10/3/23 I revived an email saying my order was delivered but its 10/9/23 and I still have not received anything. **** contacted me stating they were going to open an investigation but I havent heard anything since. Its unfair that I have to continue to make payments on goods I never received, Im still not sure how my package couldve possibly even had an address change without my knowledge.

      Business Response

      Date: 10/10/2023

      We apologize for the delay in processing your refund. *** confirmed both items in your order has been lost. Your refund has been processed and email confirmation has been sent. 

      Customer Answer

      Date: 10/10/2023

      [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:10/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 the 2 new balance shoes past 2 years and was given a shoe for Christmas. The black shoe I bought on February 1 2023 and had to super glue the few times since I got them. I contacted the new balance company and sent in the issues and same pictures, yes I didn't clean the shoe to make them look new. They said they sorry but can't help me no more they won't look into why they fall apart or rubber separation from shoe. All they said was its excessive wear and tear.

      Business Response

      Date: 10/02/2023

      Contacted customer, apologized for any misunderstandings in communication with customer care team. Advised the black pair of shoes would not be a pair of shoes we would be able to replace as the shoes broke down due to normal wear and tear as we were unable determine age as we do not have a receipt. Advised I would be able to provide a coupon in the amount of $75 to replace the 608s. ************** accepted resolution provided, 

      Customer Answer

      Date: 10/02/2023

      [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:09/27/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 this shoe for a female athlete. discussed sizing several times with vendor and exchanged other sizing as well and then was sold a size that still did not correspond with the female sizing of this shoe. I informed NB of this months ago with no resolution. I was ignored. I purchased this shoe because of the good reviews and was not aware of the sizing. This shoe is truly a mens shoe and is not very unisex compatible due to the very wide shoe. My daughter has a wide foot but this shoe is extremely wide. This size that was sold to us caused injuries to the nail bed with blood and swelling.

      Business Response

      Date: 09/28/2023

      Contacted customer apologized for her less than stellar experience. Explained the process which should have happened in April. Provided suggestion to have feet measured atleast once a year. Explained unable to provide a refund as the shoes were not directly purchased with New Balance. Offered a coupon on a future pair of shoes to cover the cost of the shoes and for the poor experience. Customer accepted resolution.  

    • Initial Complaint

      Date:09/23/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Says package was delivered but no where to be found.

      Business Response

      Date: 09/26/2023

      Customer sent the email below on 09/22/023. 

      Thank you for contacting New Balance regarding the delivery status of order NSN1708416. We are sorry you have not received your package despite the tracking details indicating it has been delivered. 

      Our records indicate that the delivery of NSN1708416 was successful according to the details provided by the *** tracking number  1ZA821T10364442252 .

      Delivery took place on Wednesday, September 20 at 9:54 A.M. at Front Door. 

      In order to provide you with the best service we will be asking *** to investigate the whereabouts of your reported missing delivery. 

      *** will contact you directly in order to complete the trace.

      Please note, if *** is unable to speak with you, this may result in the investigation closing without a resolution. If this happens, we will have to obtain a new phone number and reopen the investigation. 

      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.
      Sincerely,

      ******
      Customer Care
      *****************************

       

      *** investigation will be completed before or on 10/13/2023. Once New Balance obtains the results of the *** investigation we can provide next steps. No refund will be processed at this time. 

       

      We will email you the investigation results and refund information. 

    • Initial Complaint

      Date:09/22/2023

      Type:Product Issues
      Status:
      Answered
      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 on 7/25/23 and returned them because they were too small and I needed a larger size. New Balance does not do exchanges.....of course. With that being said, I ordered a larger size so I sent the smaller size back. They received the package at their warehouse on 8/14/23 and it is now 9/22/23 I have reached out to their customer support 5 times as they say it takes 14 days to receive a refund, which it has been well over ************************** each time I reach out that they will send it to their supervisor and I will receive an email, which never happens. DO NOT BUY from here unless you are 100% sure the shoes will fit.

      Business Response

      Date: 09/26/2023

      We apologize for the delay i return processing. Refund has been submitted. 

    • Initial Complaint

      Date:09/21/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 shoes on 8/5/23 and got them on 8/11/2023 returned them on 8/11/2023. Shoes were not even taken out of box (ugly). They received the shoes 8/13/2023. They will not return my money. I have called them 3 times (as of today 9/21/2023). Only excuse I get is I dont know why its not returned. We have received your product. We will give it to the support team. This is the 3rd week saying the same thing (9/21/2023). They have stolen my money due having product and my money for the past 1.5 months (as if today 9/22/2023).

      Business Response

      Date: 09/26/2023

      Apologize for the delay in return processing. Refund submitted. 

    • Initial Complaint

      Date:09/19/2023

      Type:Product Issues
      Status:
      Resolved
      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 daughter purchased a pair of shoes, but it was the wrong size, I returned the shoes, and my daughter immediately ordered a new pair of shoes. Some time had passed, and my daughter never received her refund. I called and was told they couldn't find the shoes in the warehouse, and it was being sent to "Support" for an investigation. My daughter and I were then told that it was complete, and they had the shoes, and she would be given a refund. Some more time passed, and she didn't receive her refund, we called back and was told they couldn't find the shoes and it was again being sent to "Support". We called back the following week and was told she would be expecting a refund very soon. The shoes were ordered on 7/24 and sent back a few days later, today is 9/19 and my daughter still hasn't received a refund. I'm very disappointed in New Balance. My daughter is 15 years old and worked all summer, she spent her hard-earned money and now New Balance is giving her a hard time regarding the refund.

      Business Response

      Date: 09/20/2023

      Apologize for the delay in processing the refund. Refund submitted and email notification sent to the customer. 

      Customer Answer

      Date: 09/20/2023

      [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,

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

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

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