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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:09/13/2023

      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.
      On September 6th 2023 I placed an order from New Balance for a pair of shoes style # U9060GRY. It states the color is Rain Cloud with Castlerock and White. When I received them I got the color grey/grey. I reached out and they let me know my ************ were to return the shoes, to which I would have to find a printer to print the return label. Drive a 30 minute round trip to the *** store. And then wait around 3 weeks to get a refund and then order the shoes again. I asked to speak to a manager. Was told I would receive a call in no more than 48 hours and never did.

      Business Response

      Date: 09/15/2023

      Contacted customer apologized for the less than stellar customer experience. Advise will use this situation as a coaching opportunity for the call center staff. Offered to provide a one attempt pick up for UPAS to pick up from customer work address. Advised if the package is not ready for the driver he/she will levee the return label and she would need to get the package to **** Advised once I see the package is on the way back I would submit her refund. Customer satisficed with resolution. Tracking Number:1Z9YW7167896103019
      Service: ****************** Label

      Customer Answer

      Date: 09/18/2023

      [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. 

      **************** was extremely professional and helpful through this process. 

      Regards,

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

    • Initial Complaint

      Date:09/12/2023

      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 purchased a pair of shoes on july 18th 2023, i ended up sending the shoes back a few days after i received them because i changed my mind. according to the tracking, the shoes arrived at their warehouse on july 31st 2023. i waited the 21 day period for my refund. after that was up i called about one to two times a week since then and still havent received my refund. customer service claimed that there was an investigation on why my refund hasnt processed and was told to wait a few days. i waited about 2 weeks after this instruction and still havent gotten my money back. its been almost 2 months and i havent received anything.

      Business Response

      Date: 09/13/2023

      Emailed customer refund has been processed, 

      Customer Answer

      Date: 09/13/2023

      [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:08/31/2023

      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.
      I purchased a gift card for $200 from New Balance on August 7th and it was processed on the 9th of August for shipping and my credit card was billed . After not receiving it I placed a call and they said it seems that the gift card was used. I told them I never received it. They said they would report the problem to the investigative department and they would email me within 2 days. Another week passed. No response from New Balance. I called again and was told that due to a typo on their part the card was sent to someone else and was used. I replied that since they knew that it was their mistake then they should just issue me a new card. They said no it has to go to the investigative department again. That didnt make sense to me as they already billed my credit card. They replied I would hear from the department within 2 days. No reply again. Today it is now over 3 weeks since I ordered the card. I called again and spoke to ***** the supervisor who told me that there was no way that she could speak to the investigative department that she would email them again and that they were backed up. She stated there was no way I could speak to them either that their process was by email. I dont accept that there is no way I can resolve this problem except through the same channel that does not help. I want to know why I cannot receive my card when they know what happened and that it is an internal issue. I asked ***** to have them call me to answer these questions especially why this is held up while they investigate the internal issue as that is not my problem and in the meantime it is still on my credit card. Once again no phone call, no email , or any contact what so ever.

      Business Response

      Date: 09/01/2023

      Contacted customer apologized for the less than stellar customer experience. Advised will use this experience as a learning opportunity. Refund has been processed and email has been received. A $30 coupon issued to the customer for her inconvenience. 

      Customer Answer

      Date: 09/05/2023

      [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:08/28/2023

      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.
      I purchased 4 shoes from them on June 28,2023 for a total of $508.80. I submitted for a return on July 27,2023. I received the return label and sent them the following day. They arrived on August 4,2023. The email with the return label stated it would be 14 days to receive the refund. I have reached out twice since August 18th with no information being returned to me on when I could expect the refund in the amount of $127.20. I have the tracking info showing when the return was delivered if needed.

      Business Response

      Date: 08/29/2023

      We apologize for the delay in processing your return received on 08/04/2023. A refund has been processed back to the original form of payment. It can up to 7 business days to see the refund posted to your account. 

    • Initial Complaint

      Date:08/02/2023

      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.
      I purchased a pair of your New Balance Tennis shoes about a year ago, only wear them on trips to the gym and walking around our addition, When they finally were showing a dirty tinge, i had my wife wash them in our new low impact washer as she does our other shoes. When she took them out of the washer they were missing several of the glued on sole pieces that I thought were molded on to the sole. Fortunately we were able to find the pieces in the washer, but I thought this is pretty cheap for these shoes that are supposed to be quality and higher priced. I spent over $80.00 for these shoes and expected them to outlast other cheaper shoes. I bought at a New Balance Store and had them properly fitted, expecting them to outlast my other shoes.

      Business Response

      Date: 08/04/2023

      We are sorry to hear this customer's ********************** fell apart after being washed in a washing machine. This is not a recommended method for cleaning athletic shoes as it can cause damage to the shoes. As a courtesy we have provided a $20 coupon towards an online purchase at www.newbalance.com. We have also recommended cleaning procedures as posted on our website. ************************************************************************************************************************************************. This should help provide a more positive experience in the future for this customer. 

    • Initial Complaint

      Date:07/27/2023

      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 placed an order June 30 for $120.94 for 1 pair of shoes that unfortunately didnt fit due to it being kids size. I returned it using the label the NewBalance website gave me and dropped them off. I waited several weeks and no refund, so I contacted them and they keep telling me the return was delivered to another warehouse in nearby city. I dont understand how that physical is my fault but they wont issue a refund until they get it and how am I supposed to recover the pair of shoes? I contacted *** and they have attempted to initiate a claim but they keep insisting the merchant can only do so because it is their label. I tried to file a claim on ups.com myself and it gives me an error stating to contact the merchant for assistance. So now Im out of money, shoes and a huge headache over 1 pair of shoes! It is YOUR label, you have insurance and unfortunately if I cannot get any help we will need to go the bank dispute way. I just want to avoid that..order NSN803705

      Business Response

      Date: 08/01/2023

      This return label indicates the weight of the package was 1 pound, which would be too light to contain one pair of shoes. The outgoing shipment weighed 2.1 pounds. Additionally, this return was dropped off to *** in ********, **********, but the customer's shipping address is in ************, **. It is uncommon for someone to take a return across state lines to drop it off at ***.

      Return labels provided by NewBalance.com are addressed to our return warehouse in *************. When return tracking indicates delivery to a different location, it has been determined the return label was modified. Returns must be checked in at our warehouse to confirm the items returned match the items ordered and are in like-new condition as it outlined in our return policy on our website. We have not received this return, therefore, a refund will not be issued.

    • Initial Complaint

      Date:07/18/2023

      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 ordered online on 6/15/2023, the amount is $344.94. But they shipped wrong address, I didnt get my package. So I just want get refund. I contacted the business, I think they dont want to give me refund, let me ask *** for a refund, why? I paid money to the business, not UPS.Order number: NSN636353 Tracking number: 1Z0248920395599300

      Business Response

      Date: 07/25/2023

      On 7/25, the customer was credited $344.94 for their lost package. While the package was not delivered to the address listed on the order, when researching their address, it looks like the address was entered incorrectly. It should have been addressed with a hyphen in the number as follows: ***************************************************************. There is a ************************************************************ which is where the package was delivered.

    • Initial Complaint

      Date:07/15/2023

      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.
      Good afternoon as I have tried to contact new balance myself and have had to come here as a last resolution to a pair of sneakers that were ordered and do not fit I just simply asked for an exchange to a smaller size all sizes are still available and I have not worn these tried one on . I paid 223$ for these shoes and cant even wear them I also sent new balance pictures of said shoe and another shoe same model in a10.5 that look smaller than a 10 I ordered and they still wont exchange wont even admit to manufacture mistake if anything . Basically I was told twice to kick rocks once from an extremely rude costumer service rep **** I did save both emails and the conversation between myself and the rep. I would simply like a shoe that fits after I paid for them . The way a loyal customer is being treated by new ********************** is actually shocking to me . If needed my order number for said shoes trying to exchange is NSN764443 . Thank you very much for any help or assistance.

      Business Response

      Date: 07/20/2023

      On 7/14, customer reached out to return item due to a sizing issue and was declined because the item is non-returnable as marked on the New Balance website. On 7/15, the customer threatened to call the ********************. On 7/17, the customer was given a label to return the shoe with tracking number 1Z9YW7169096193819 and will be refunded upon receipt at the warehouse. Attached are two screenshots of the website warning the customer the item is not returnable, once on the product page and once in their cart.

    • Initial Complaint

      Date:07/11/2023

      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.
      I ordered a pair of shoes order number NSN867310 *** claimed to deliver I called day after it was supposed to be delivered and I was told to wait and call back. I called back and I was told there was nothing they could do this had to be handled by ***. I am not sure who New Balance got to call me but it was a woman with a heavy accent and I didnt understand a word she said because I believe she was speaking another language. I called again on July 12, 2023 to get a status and Jakayla a New Balance supervisor flat out told me they had no explanation or update to offer me and I would have to wait an additional 15 business days and if no response then to call back. I currently dont have a product, I am out of nearly $200 and no one can offer any explanations as to what is going on or how to remedy the situation. The representatives are rude and dismissive and the company is non responsive there are thousands of complaints against New Balanve for the same thing or similar and no one had received a product or refund. I want my money since I dont have a product. This organization should be put out of business for ripping consumers off.

      Business Response

      Date: 07/20/2023

      The tracking details for this customer's order indicated the package had been successfully delivered on 7,1,2023. *************************************************************************************************

      When the customer notified us they did not receive their package, we began in investigation with **** *** investigations can take up to 15 days to complete. This investigation was initiated on 7/6/23. On 7/13/23, *** confirmed the package was lost. This customer was refunded in full on 7/13/23. 

    • Initial Complaint

      Date:07/10/2023

      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 ordered a pair of shoes at the beginning of May. They arrived extremely dirty and had fine hairs all inside the shoes as if they had been worn. I contacted New Balance and processed my refund on May 26. On May 27, we were provided a screenshot of a return label that *** would not accept. I was not sent the correct return label until June 5. They stated that I could let them know when we shipped the shoes back and they would process the refund immediately due to our poor experience. That never happened. On June 12, they received the shoes and I received an email saying they would refund the money. It is now July 10 and I still havent received my money back. I have emailed the customer service representative multiple times since June 12 and never received any communication back. I just would like my refund.

      Business Response

      Date: 07/13/2023

      We apologize for the delay in processing this customer's refund and the dirty ********************** that were delivered. We refunded the customer on 7/12 and have sent a $20 coupon for the inconvenience.

      Customer Answer

      Date: 07/13/2023

      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 yet to see the charge refunded on my card and I do not want a $20 coupon. We will NOT be shopping with New Balance ever again. I will not accept the response until the refund shows on my account.  

      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,

      Cj

       

       

      Business Response

      Date: 07/20/2023

      On 7/12, the customer was refunded $80.84 for their order. It can take up to 5 business days to reflect in their account. Proof of refund attached.

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

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