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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:05/30/2023

      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.
      On March 15th I purchased two (2) pairs of New Balance RC30 in a size M8 for a total of $98.52. When the order arrived it contained a pair of New Balance Fresh Foam ROAV in a size M13 and a pair of Fresh Foam x 880v13 W9/M7 1/2. Neither of which I purchased. I attempted to call the company on March 19th several times and each time the call was disconnected. I called again a couple of days later to no avail, and then sent an email on March 21st that received no response. I sent to shoes back via *** on March 27th, spending another $38.16 to return the shoes. The return form stated to wait **** business days for the return to process. I waited and called again April 16th to see if my return was received. The rep said yes, that they had received it in their warehouse on April 4th, and yet they hadnt made any effort to contact me to let me know that my refund was being processed. I was then told that I would receive an email, which I didnt, with refund info information and that it would take 3-5 days for my refund to appear in my account which it hasnt. I have spent over a month trying to correct this with no resolution.

      Business Response

      Date: 06/02/2023

      We apologize your refund did not process as advised by our customer care team. The refund was processed on 05/31/2023 We will use this as a coaching opportunity to ensure this does not happen in the future. 

    • Initial Complaint

      Date:05/29/2023

      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 made a purchase order # NSL724847 for the amount of $708.97, but the shoes didn't fit. I obtain a return label from new balance on 1/10/2023. I drop off my package. The *** tracking # 1Z46R28Y9095599912. after about two weeks after the return I haven't see my refund that's when I first contact NB. they told me they havent receive my package. The last time I contact NB was on 4/25/23, **************** told me to wait and awaiting for *** investigation, but it took then 3 month and the investigation is still not done and refuse to refund me my money.

      Business Response

      Date: 06/13/2023

      We apologize for the delay processing your refund. Order number NSL724847 refund has been processed.

      Transaction Type: 
      Refund
      Transaction Amount: 
      $708.97
      Psp Reference: 
      M4RBBPZG9JCWRP52
      Transaction Date: 
      6/13/2023 9:41 AM

    • Initial Complaint

      Date:05/25/2023

      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.
      Been calling them several times because my freshfoam shoes outsole is wearing out too quickly they keep lying to me telling me there's no warranty when there and they refuse to help me.. I don't think I should have to throw put a 150$ pair of shoes because they don't wanna own up to their quality control

      Business Response

      Date: 05/26/2023

      Apologized for the less than stellar customer experience. Provided $165 coupon to replace the ****s. Customer satisfied with resolution. 

    • Initial Complaint

      Date:05/19/2023

      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 9/5/2022, I placed an order for my college bound son the same day he went off to college. The order was for a pair of **** extra wide Fresh ************ v5's, order number NSJ958905. However, I never received that order. This was an oversight on my behalf being that my son was in college I never noticed the order never arrived. I noticed today as I was looking at my past orders for what type of flip flops I have ordered in the past that's when I seen the order and it hit me that I never received that order. I immediately contacted New Balance support number. I told them exactly what had happened and they told me their is nothing they can do because it has been over 60 days. Really?! So you just steal my money because it has been over 60 days and you never provided me with the product I ordered? I would like New Balance to do right by this, I have been a long time customer of theirs for over 20 years. I would like to see New Balance either fulfill my order in good faith, issue me store credit or simply refund me the amount of the order I never received which is $149.99

      Customer Answer

      Date: 06/02/2023

      Better Business Bureau:

      The business has gotten back to me directly and I was very happy with the response I received. I am completely satisfy with the company and have no 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:05/16/2023

      Type:Customer Service 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.
      Attempted to talk to the ***************** waited 10 min with music in background then switched to silnce for another 10 min appeared that a **************** was setup not to take any calls without notifying customers, just an appearance of a ***************** no chat was available.I have a delivery problem with 2 of my orders - NSN282756 for $163.30 and NSN231426 for $99.99 total of $263.29 *** driver does not deliver to my address, and it was impossible to talk to *** **************** representative as its automated system hungs when requested to talk to a their live support.

      Business Response

      Date: 05/19/2023

      Both orders have been delivered, 

      NSN231426 
      Your shipment
      1ZA821T10353557300
        Delivered On
      Wednesday,May 17 at 12:53 P.M. at Met Customer

      *********
      Your shipment
      1ZA821T10353954247
        Delivered On
      Thursday, May 18 at 3:06 P.M. at Residential

      Customer Answer

      Date: 05/19/2023

      [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,

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

    • Initial Complaint

      Date:05/10/2023

      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.
      I received my order on May 8th, 2023. Upon opening the package, you could clearly tell the cleats had already been used. The soleplate had turf marks and grass stains, there were chips of the coating falling off and the sole had began to separate on on the the cleats. I contacted New Balance and was told to return them. I had purchased the cleats with my one time teacher discount on top of another discount on the shoe. Was told the only way I could be credited the teacher discount was by placing the same order. The cleats are no longer in stock in my size. It is unacceptable the New Balance does not check their returns or inventory before they ship out their products to their customers.

      Business Response

      Date: 05/19/2023

      Customer refunded and provided a $50 coupon. Apologized for the less than stellar customer experience. Customer satisfied with resolution. 

    • Initial Complaint

      Date:04/25/2023

      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.
      On March 3, 2023 I ordered (order number JA0740521) a pair of tennis shoes Fresh Foam 860 v12 in vibrant orange in size 7 x-wide. I did not receive them. Instead I received a pair of blue 880s in size 7.5. The box and shoes inside did not match. I called on two different occasions about the issue and they said they dont pay for returns. I kept explaining that they were not the shoes I ordered and that the box and shoes inside dont even match. They said they would send me an email for me to provide proof of this and then they may pay for return postage. Needless to say, they never sent an email. I was leaving to go out of the country for over a month which is why I wanted the new sores in the first place and I wasnt sure if would be back in the 45 day return period so I went ahead and mailed them back at my expense so I wasnt in a spot that they would then say it was too late to return them and I had an unwearable pair of shoes that I didnt order.Fast forward two weeks and they still say they arent going to reimburse me for the postage I paid because they already sent me a prepaid label that I used. That is a lie. They never sent me anything. That is why I had called multiple times. I gave them the receipt from the post office with tracking and they still say tough we are not paying you anything.

      Business Response

      Date: 04/26/2023

      Refund for shipping cost was refunded to the original form of payment (Paypal) 3/24/2023. 

      Transaction Type: 
      Refund
      Transaction Amount: 
      $10.99
      Transaction ID: 
      *****************
      Transaction Date: 
      3/24/2023 12:25 PM

    • Initial Complaint

      Date:03/22/2023

      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 returned some items to new balance a couple weeks back and I keep contacting them about my refund and they keep saying something a long the words of they will refund when they receive the items. They already received the items!! They are scamming people out of their hard earned money now they dont want to refund. NSL347883

      Business Response

      Date: 03/23/2023

      We apologize your refund has not processed., Tracking number 1Z46R28Y9094383058 was an empty envelope being received at our warehouse on 3/16/2023. A refund will be processed once the merchandise has been returned to our warehouse or to a local New Balance store. 

    • Initial Complaint

      Date:03/21/2023

      Type:Delivery 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.
      02/02/2023 ORDER # NSM088274 Ive been a loyal customer to New ********************** and have placed several orders prior to this current situation. On February 2nd, 2023 I ordered a pair of New Balance 990v5 for my little sister and never received anything but a notification that my order was delivered when indeed it wasnt and its been over a month waiting for this package to show up. *** contacted the merchant several times now to make this right, not a replacement or refund was offered nor any apologies. An investigation was initiated with ************ That was closed on **** stating there is proof of delivery which is false and a scam. i wasnt made aware of this result in the investigation until I the consumer reached out again for an update after waiting so long for merchandise i purchased over a month ago. Now they are attempting to brush me off and send me on a goose chase with **** Im looking to get my entire purchase of $198.86 refunded. No customer should have to go through this much trouble for a solution its disgusting and inhumane.

      Business Response

      Date: 03/22/2023

      We apologize for the less than stellar customer experience you encountered with out customer care team. We will review your interactions and use them as coaching opportunity. We have refunded your order NSM088274.

    • Initial Complaint

      Date:03/16/2023

      Type:Billing 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.
      Feb 28, ordered#NSM409737, two(2) pairs of sneakers totaling $326.60, after receiving returned(tracking#1Z46R28Y9096375983) reason: did not fit. While doing so ordered a third pair of sneakers order#WL574ZDA9(10B) $99.99, and these sneakers did not fit as well so reordered a bigger size. Today March 16, at 10:30 am, called New Balance************* and inquired about being refunded $174.19 for only one(1) pair of sneakers and New Balance still owed $152.41, I was then transferred to the call to survey. I paid $326.60 in full and do not expect to be refunded particle payment New Balance you are supposed to pay in full.

      Business Response

      Date: 03/17/2023

      We apologize for any miscommunication in regards to your refund. Order NSM409737 was refunded on 3/14/2023 as follows:

      Transaction Type: 
      Refund
      Transaction Amount: 
      $174.19
      PspReference: 
      JTTZWGH53R7CHK52
      Transaction Date: 
      3/14/2023 8:44 PM

      Transaction Type: 
      Refund
      Transaction Amount: 
      $152.41
      PspReference: 
      NTVG5M6ZLMWG4FG2
      Transaction Date: 
      3/14/2023 8:46 PM

      Customer was contacted, reached voicemail, left message to return the call to discuss further. 

      Customer Answer

      Date: 03/17/2023

      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.] Spoke with **************** at NB and explain I only received a refund for one(1) pair of sneaker half of what I paid $326.60, he said he will look into it. I should have been refunded $326.60, and not ******, because I ordered and paid for two(2) sneakers and explain to Mr. ************ at New Balance ***** that company cannot refund half and then claim I was refunded this is improper business practice. Once **************** get back to me and is fully refunded only then will I consider this matter as resolved.

       

      Respectfully,

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

      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,

      Aretha

       

       

      Business Response

      Date: 03/23/2023

      Contact customer to ensure refund has been received. Customer confirmed the refund has been received. Advised customer if she has any additional questions or concerns in the future to feel free to reach out to me for assistance. 

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

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