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

  8027 Kingston Pike Knoxville, TN 37919

• 

  New Balance Athletic Shoe Inc

  13600 Shoreline Dr Ste 700 Earth City, MO 63045

• 

  New Balance Athletics, Inc.

  10 International Way Lawrence, MA 01843

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:07/09/2023

  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 high-end New Balance running shoe (SC Trainer) for $180 in mid-April from a local running store. I've lightly used them for walking since, and they are in almost perfect condition, with the exception of a hole that formed in the stretchy knit upper of the shoe due to material failure. I brought this to New Balance's attention via chat and e-mail, and sent them photos of my shoes and the damage. They have offered a $50 credit towards a new pair of shoes, leaving me with an unusable pair and forcing me to buy replacements. This is now an old model of this shoe, and it would be easy and fair for them to replace my defective shoes with a pair they are selling on clearance anyway.

• Initial Complaint

  Date:07/07/2023

  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 placed an order that was shipped and then marked delivered by *** but never actually arrived to my house. i contacted new balance and was told they would contact *** on my behalf then they emailed me and said i need to contact *** for myself. i did and was told by them to contact New balance so i have been going in circles. order number is nsn764039

  Business Response

  Date: 07/13/2023

  The customer contacted us to report they did not receive their package even though the tracking shows it was delivered 7/7. We let the customer know we would open an investigation with *** with intent to locate the package. *** disclosed the package had been signed for by "********" and in signing for the package the customer released liability. Therefore, we are unable to investigate further as a signature confirms delivery.

  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. 

  As mentioned I already contacted *** and they stated to contact new balance. They have simply restated my original complaint 
  
  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: 07/20/2023

  On 7/20/23 we were able to successfully initiate an investigation that the customer is disputing she signed for this package. *** will research the delivery and contact the customer as part of their investigation. They must be able to reach her to conclude the investigation. This process may take up to 15 days. Once the investigation is complete, *** will notify us of the results. If the confirm the package was not delivered, we will refund the customer for the lost package.

  Customer Answer

  Date: 07/24/2023

  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. 

  Ups has already refused to investigate and there was no signature 
  
  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:07/07/2023

  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.

  On 6/1 I placed an order for ** for two pairs of sneakers, they didn't fit so I requested a return through their website. My return was received over 3 weeks ago and they haven't issued my refund, I was initially told by their customer service the refund will be issued by Friday the 30th the latest, it didn't happen so I reached again just to be told it'd be issued by Monday the 3rd, same thing and now they still haven't issued, I understand they have a timeframe but it's been over 3 weeks since my return was delivered to them. If they don't' issue the refund I'm gonna have to request Paypal for a chargeback since I already have returned the items, the tracking number is the shipping label provided by them. Order number NSN489569

  Business Response

  Date: 07/13/2023

  Our records indicate the package shipped with return tracking number 1Z46R28Y9091478014 and a weight of 2 lbs. The customer has stated they returned two pair of shoes in this package which would weigh approximately 4-5 lbs. Following receipt of this complaint, we thoroughly researched receipt of this package and have confirmed they have no record of receiving either pair of shoes from this order. We emailed the customer on 7/7 and 7/11 with this update. If the shoes are received and processed by the warehouse, we will refund the order within 14 business days and long as it's returned within 45 days.

• Initial Complaint

  Date:07/05/2023

  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.

  In October 2021, I had a fairly new pair of New Balance (NB) 860 shoes break. The company offered me a $75 coupon to use towards a new pair of shoes. This was a mediocre solution since I had very few miles on the original pair of shoes, but accepted and used the coupon toward a replacement pair of shoes. While this was getting sorted out, I bought another pair of NB shoes to fill the gap. I wore these shoes until they broke down from use and intended to use the replacement pair purchased with the coupon as their successor. I ran a grand total of 3 hours and 3 minutes in the shoes before they broke, ~18 miles. I ran 6 more miles with a broken shoe, and that is a mistake that I am still recovering from.Ignoring all context, including the fact that the shoes were manufactured in 2020 and sat in a NB warehouse for over a year before I even ordered them, NB customer support insultingly advised me that it's not good practice to buy multiple pairs of shoes at once and wait to rotate them in like I did, as if this was something I intended to do. Further, since I wanted to keep running and bought another pair of shoes (from them!) to fill the gap, these ones are now "old" and cannot be replaced. The best NB is willing to do is offer a coupon for ~1/4 of the value of a pair of shoes that I can apply to a new purchase from them. After nearly a month of attempted communication, I've made no progress towards a real solution.I bought the original shoes that broke for $77.99 on a sale. After applying the coupon, the replacement pair was $58.43. So, in total I have spent $136.42 on shoes that I have not been able to run more than a handful of miles in and that actually caused harm to my body. Continually insisting that a $40 coupon that I can spend on more of their products is the best that NB can do to remedy this seems like abusive gaslighting to me. I would like a reasonable solution, and since NB is unwilling to help with that, I hope BBB will help mediate.

  Business Response

  Date: 07/13/2023

  We are sorry to hear about the issue this customer experienced with their ****** and that with our team. After reviewing the details of the compaint, we determined full replacement value was a reasonable accomodation. This customer received a coupon for $140 on 7/6. We have provided coaching to our team and will work to ensure a more positive experience for our customers in the future. 

  Customer Answer

  Date: 07/13/2023

  Thank you New Balance. I appreciate that we have found a positive resolution. I especially appreciate that you are working to ensure more positive experiences for future customers. Thank you

  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:06/23/2023

  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.

  Shortly after New Balance Indoor Nationals, I received an email stating to sign my daughter up for the New Balance Nationals Outdoor meet and that indoor qualifying times woul be accepted. I began sign **. In March I received an email that my daughters times had been rejected and the signup was turned to red and said rejected. I sent an email that stated that my daughters times should have been accepted because they met the indoor qualifying times. Shortly after, on the athletnet portal, the red turned to green and said accepted. Immediately after I paid 150 for the fees, I received an email that my daughter did not meet the qualifying times after they sent emails stating that they would accept outdoor times. They also kept my money. New Balance Nationals used false and deceptive practices to get families to sign up and then held on to our money. I have the emailed proof about the indoor times which proves the false advertising from this company. I want the refund of my 150 and I want action to be taken against this company for sending out an email encouraging families to sign their kids up with indoor times and then rejecting ALL indoor times. It was deceptive, false advertising and hurtful to my child and many others who feel for this poor buisness practice. I really believe a class action lawsuit should be created against this company.

  Customer Answer

  Date: 07/04/2023

  The company refunded the 150 for the entry fees. I have not heard back in reference to the email asking us to sign up with indoor times but then being rejected for outdoor. On the website and emails it was advertised to sign the athletes up with the times, just to be rejected. This was disappointing to a lot of kids and families and I would like a response as to why they advertised the event one way but then rejected entries that they told us that they would take. 

  Business Response

  Date: 07/05/2023

  We are sorry to hear this customer and her daughter had a less than stellar experience with the New Balance Nationals event. We have begun the process of issuing a refund through Athletic.net and will take steps to ensure a more positive experience for our customers in the future. 

• Initial Complaint

  Date:06/23/2023

  Type:Order 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.

  Hello - this is in reference to order NSN688785. I received this package today. Upon receipt, I noticed there was only a left shoe in the box. This has never happened to me at any retailer. I immediately notified ******** L in customer service of this issue. I asked her if she can look into what happened and see if this was a shoe that was previously returned. She stated that it was a warehouse error. She then tried to get off chat without actually resolving the issue at hand. Due to the error of the company I requested a prompt refund and stated Id send the shoe back. She is refusing to refund me until after I send the shoe back and I find this nerve wracking as I may send this back and not actually be refunded. I am appalled by the handling of this situation and never had this experience with any retailer in the past.

  Business Response

  Date: 06/27/2023

  Refunded order, Customer received left shoe only. We apologize for the less than stellar customer experience and will use this as a coaching opportunity to ensure this type of interaction is not repeated in the future. 

  Customer Answer

  Date: 06/29/2023

  [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:06/21/2023

  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.

  Order NSN496415 I have been in contact with their employees via email and chat regarding an order that said delivered but was not delivered to my residence. They keep giving me the runaround stating that *** has closed the case because they have not been able to get a hold of me when in fact I spoke with *** and confirmed all of the information on 6/16 and 6/21. New balance continues to lie and say the case is closed and cannot do anything. Why am I being made to pay for a product I never received? Why do I have to do all the leg work?

  Business Response

  Date: 06/23/2023

  We contacted *** to open an investigation as the customer updated New ********************** she did not receive order NSN496415. *** response provided:

  Tracking Number
  1ZA821T10355585839
  Service
  *** Ground
  Weight
  2.50 LBS
  Shipment Category
  Package
  06/23/2023
  10:10 A.M. Investigation Closed
  Your investigation has been closed with a proof of delivery.
  06/16/2023
  12:11 P.M. The investigation has been closed. We were unable to contact the receiver.
  06/16/2023
  12:11 P.M. The investigation has been closed. We were unable to contact the receiver.
  06/15/2023
  8:55 P.M. We've begun an investigation to locate the package.
  06/06/2023
  1:33 P.M. Delivered
  DELIVERED
  *********, **, **

  If the customer disputes this response she would need to contact *** to have the investigation reopened. Once *** has closed the trace with proof of delivery New Balance is unable to reopen the trace. A refund can only be processed if a claim is issued. 

  Customer Answer

  Date: 06/28/2023

  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. 

  Just yesterday, 6/28/2024 a *** driver came to my home to ask my whether or not my package was received. Clearly the case is not closed but New Balance does not want to take accountability in this matter. *** advised if I dont receive the package I should be entitled to a refund. New Balance keeps claiming that the claim is closed when clearly it is not.  

  Business Response

  Date: 07/07/2023

  On 6/23, *** confirmed on the attached notification that the customer has acknowedged delivery of the package shipped via tracking 1ZA821T10355585839. The tracking details, also indicated successful delivery as of 6/23/2023, which can be seen on the second attachment. These were the notifications provided to New Balance by *** and the information available for this package. 

  After receiving the rebuttal and additional information on this complaint on 7/5, we escalated this situation with *** and they reopened the investigation. On 7/6 *** confirmed the package was not delivered as they had previously stated.

  The customer has been refunded in the amount of $162.55. We are truly sorry for the inconvenience this customer has experienced. 

• Initial Complaint

  Date:06/19/2023

  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.

  Date of the transaction :2/21/23 The amount of money you paid the business :$479.98 What the business committed to provide you :free return What the nature of the dispute is :I used the return form (1Z46R28Y9096601531) provided by the merchant to return the item, but the seller never gave me a refund.Whether or not the business has tried to resolve the problem :No ****************************************** order : NSM326110 tracking number : 1Z46R28Y9096601531

  Business Response

  Date: 06/20/2023

  Order NSM326110 has not been received by New Balance ECommerce Returns  *********************** ******************************************************************* 

  Tracking number 1Z46R28Y9096601531 - Delivered to 

  Shipment Details
  03/30/2023
  3:14 P.M. Delivered
  *****, **, **
  03/30/2023
  10:16 A.M. Out for Delivery
  **********, **, *************
  03/23/2023
  5:58 P.M. On the Way
  **********, **, *************
  03/06/2023
  8:19 A.M. Label Created
  *************

  Once the order is returned to New Balance we will process refund. 

  Customer Answer

  Date: 06/28/2023

  The return label is provided by the seller, if it is sent to the wrong address, the seller  need to  responsible for this.

  Business Response

  Date: 06/30/2023

  This return label indicates the weight of the package was 2 pounds, which would be too light to contain two pairs of shoes. 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 the country 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.

  Customer Answer

  Date: 07/13/2023

   im using the label you provided for the return, and you said 2 pound doesnt match the weight, then what you received? cant tell? You didnt mention that it has to be returned from OR, you means people has to be stuck in one place? i cannot go to **? you out of your mind, i will *** your company if i cant get my full refund, sit tight dude .

• Initial Complaint

  Date:06/14/2023

  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.

  In June 1st I placed an order at NB website. I paid for next day shipping only to receive incorrect items instead of what I ordered. Order number is # NSN487752 and I paid $506.04 for 3 pairs of shoes, I received 1 pair of youth sneakers and 1 package of socks instead of any of the items I paid for. I contacted NB, as the ****************** States I am legally allowed to keep the incorrect items and they had to issue a replacement or refund, they said they don't issue replacements so a refund will be issued once I provided pictures of what I received. I have sent multiple pictures of the items my package contained instead of what I had ordered, I also provided pictures of shipping box and label. New Balance instead of issuing my refund, opened a claim with *** for missing package when I was very clear that I indeed received the package but the content was not what I ordered. It's been over two weeks now and no they're telling me I have to wait for *** to finish an investigation for something that didn't even happened? I have written proof from New Balance that what they needed was proof of what I received in order to issue refund, now they just keep delaying and filled a claim I DID NOT REQUEST for a 'missing package".

  Business Response

  Date: 06/20/2023

  NSN487752 refund processed on .6/20/2023. 

  Transaction Type: 
  Refund
  Transaction Amount: 
  $506.14
  PspReference: 
  QPZ8ZQJFR22Q4932
  Transaction Date: 
  6/20/2023 12:58 PM

  Customer Answer

  Date: 06/20/2023

  [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,
  
  Yess Gal

• Initial Complaint

  Date:06/05/2023

  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.

  On April 5, 2023 I purchase a pair of New Balance soccer cleats from NewBalance.com for my son. In less than a month, the sole on the right cleat separated from the cleat. This is very disappointing for a pair of $129 cleats that were used moderately for over a month. My son contacted customer service several times and they refuse to replace the pair. They state their warranty does not cover cleats. For the price of the cleats, it is very disappointing that a company such as New Balance would not stand by their product and send a replacement for a cleat that only lasted a month. I am requesting a replacement or at least a refund.

  Business Response

  Date: 06/07/2023

  Apologized for the less than stellar customer experience. We will use the feedback as a coaching opportunity for our customer care team. Provided coupon to replace cleats. Customer satisfied with resolution. 

  Customer Answer

  Date: 06/07/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************