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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:03/09/2023

      Type:Delivery 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 order NSL325232 was never delivered to me. According to *** tracking numbers provided it was delivered to a completely different location. New Balance refunded me for ****** USD, but a refund for ******* and 206 USD are missing up to date. *** constantly requesting me to contact the shipper for assistance.

      Business Response

      Date: 03/10/2023

      Order NSL325232 tracking number 1ZA821T10340691304 refunded to the customer as the package was lost in transit to the customer. Please see attached PDF for complete research on this customers order. No refund will processed as the order has not been received by New Balance. 

      Customer Answer

      Date: 03/16/2023

      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. 

      The complaint is about an order NSL325232. The business supplied me with a document relating to another order of a different person with who I have no affiliation altogether. For my order I did not request any returns as no items have been received on my end. I am also attaching proof of delivery provided by *** in regards to tracking numbers which New Balance used to ship my order. As seen in documents attached packages were not delivered to an address on my order. 

      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: 03/17/2023

      We apologize for any confusion. Order NSL325232 has three tracking numbers as this order shipped from different warehouses. 

      Tracking #: 1ZA821T10340691304. ***** submitted claim for this package - Refund  $480.32 on 01/06/2023

      Tracking #: 1ZA821T10340691304  ***** reported this package as damaged. Refund of $249.99 submitted 3/17/2023. 

      Tracking #: 1Z0248920388386973   shows delivered   Delivered On Monday, February 06 at 10:20 A.M. Received By: SOF ZAR - 

      *** has confirmed the delivery of 1Z0248920388386973. *** Trace has been closed out.

      Should this information be incorrect please follow instruction in email sent on 3/17/2023. Attempts to reach you via telephone have been unsuccessful. 

       

    • Initial Complaint

      Date:03/08/2023

      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.
      Hello, I purchased with New Balance on the amount of $3,193.59, and I returned the items to get a full refund. They said their warehouse team is still looking into and it has been months now and they cannot speed up the process. I have called, emailed, chatted with them and they gave me a case number and told me to wait longer. I waited, contacted, waited, contacted, and has been months now. I have tried to resolve it with them but no conclusion. I have the tracking numbers of the label they provided me with (2 labels) 1Z46R28Y9095458896,1Z46R28Y9095822296 I have waited long enough, and waiting for $3,193.59 a refund from New Balance. Thank you!

      Business Response

      Date: 03/10/2023

      Order has not been returned to New Balance. Attached you will find a detailed account of our research for this customer. 

    • Initial Complaint

      Date:03/08/2023

      Type:Delivery 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.
      Ordered running shoes. They have a defect, two dents in left toe box. You can feel the inside is breaking down in the toe box. Reordered two more times, all poor quality. Wrote to the founder and chairman, no response. Wrote to the president and CEO, no response. The only solution customer service offers is to return and reorder. Need someone to find a pair of womens 860 V13, size **** medium width, all black, that were properly made. Original order had a $10 credit, which was part of the old rewards program.

      Business Response

      Date: 03/09/2023

      Contacted customer apologized for the less than stellar customer experience. Refunded order *********, Advised the dents the customer is describing is normal for this style. Customer has my direct contact information should she need assistance in the future. Customer thanked me for contacting her to address her concerns

      Customer Answer

      Date: 03/09/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

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

      Thank you to Mr. ********************* for resolving this issue.

      Regards,

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

    • Initial Complaint

      Date:03/08/2023

      Type:Order 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.
      Id like full refund to be issued There was investigation opened with *** and *** confirmed package missing but new balance is refusing to issue refund

      Business Response

      Date: 03/09/2023

      Refunded order as *** issued claim for lost package. 

    • Initial Complaint

      Date:03/07/2023

      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 from newbalance.com and received a wrong size. I returned the shoes with newbalance return label . Refund time is no more than 21 days of delivery back to merchant. It's been over 50 days since ******** received the return and has acknowledged the return buy they are trying to steal and keep the money and shoes.

      Business Response

      Date: 03/09/2023

      We apologize the return took longer then expected to be refunded and the less than stellar customer experience. I have identified several opportunities our customer care team could have handled the customer concerns in a positive manner and resolved the situation. The customer has initiated a dispute with their credit card company. New Balance processed a refund on 03/07/2023. Refund declined due to the dispute being open. We are required to all the dispute process to move forward.  

      Customer Answer

      Date: 03/09/2023

      Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

       

      [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 Merchant never refunded as they were trying to steal from me. Dispute was made after the 21 days given for the refund.  This Merchant is trash]

       

      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,

      Dr.

       

       

       

       

       

      Business Response

      Date: 03/17/2023

      We apologize for the less than stellar customer experience with the timeliness refund being processed. As a dispute has been started we are bound to allow the dispute process to move forward until completion. We recommend reaching out to your financial institution for a timeframe to resolve the dispute. 

      Customer Answer

      Date: 03/20/2023

      Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

       

       

       

       

       

       

       

      [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

       

       

       

       

       

       

       

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      I do not accept since merchant has not refunded. This company is a bunch of thieves. 

       

       

       

       

       

       

      FAQ

       

       

       

       

       

       

       

      Regards,

       

       

       

      Dr.

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

       

    • Initial Complaint

      Date:03/03/2023

      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.
      Hello, I bought five pairs of shoes on this site, and I returned all of them because the size was too small, but after almost two months, the merchant has only processed refunds for three items, and two items have No refund, I tried to contact many times, but they said that two of the items did not match my order, so they can't refund, and they are not willing to return it to me. They said they have to wait for the warehouse to make a decision, and I sent it back The items were all sent to me by the merchant, as to why they didn't match, I don't know, and I think if it really doesn't match, then the item should be returned to me, and they are not willing to do so, then this is a self-directed business Fraud, I have also emphasized this problem, but each of their customer service has shifted the responsibility to the unreachable warehouse, everything stated here is true, please help me.

      Business Response

      Date: 03/07/2023

      We apologize our customer care team over looked the 2 pair of shoes returned were wrong item received. I will use this scenario to ensure attention to detail is applied in the future. Your refund has been processed. 

    • Initial Complaint

      Date:03/02/2023

      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 didnt receive this order NSM301632 I talked to *** agent confirming I didnt receive the package from *** Id like a refund back to original payment method

      Business Response

      Date: 03/03/2023

      Order NSM301632 is currently being investigated by **** The investigation began March 1, 2023. This *** process takes 5 to 7  business days to resolve. A refund is not possible until we have *** results. 

    • Initial Complaint

      Date:02/23/2023

      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 bought two pairs of new balance shoes around the week of feb 1st. It took almost a week & half to arrive and once they arrives I notice I received 1 foot that was worn so I called new balance immediately. So after calling them and sending pictures to confirm it took 3 days to send me a return label that I never received. After not receiving I called them again and I finally got a return label from **** not *** as instructed. The rep felt bad for my situation and told me they would give me 20 percent off my next person . So fast forward to today I finally sent the shoes back but guess what no coupon for next purchase l. All this for a worn shoe!

      Business Response

      Date: 02/24/2023

      Contacted customer apologized for the less than stellar customer experience and the miscommunication about a 20% off coupon as we do not have 20% coupon codes to provide. Customer provided a coupon to cover the 20% plus additional for the poor expense. 

    • Initial Complaint

      Date:02/22/2023

      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 have an online order from New Balance that has been returned back to their warehouse 1 week ago.ORDER # NSM196698. But I never received a refund. I contacted them several times and always told to wait 21 days which in my opinion is too long for processing a return. I really need my money back for my daily expenses. Other stores usually process my returns in 5-7 days which I think is normal. I would just like New Balance process my return ASAP and issue me a refund. Everything in my order is untouched and I did not even open the packages of the clothes. Thanks.

      Business Response

      Date: 02/23/2023

      Under the Returns link on newbalance.com explains the return process:

      Ship your return
       
      Enter your order number above and follow the steps to complete your return.

      If you are returning an item from ******, ******, ****, ***********, other **** territories or an APO/FPO address, claim a pre-paid **** return label here.

      Please allow up to 21 days after we receive your package to process your refund and credit your account.

       

      Once your return has been processed your refund will be processed and an email will be sent 

    • Initial Complaint

      Date:02/22/2023

      Type:Delivery 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 placed an order on december 9th for shoes totaling to $2,041.45. Order number NSL340516. I later returned this order because I purchased the shoes locally at a better price for Christmas gifts. I used the same box they arrived in as well as the label provided by New balance. It is now February 22nd, and I have not been refunded. I have contacted supported over 8 times, and have been told to wait 3-5 business days for a response. The only response I have received was to wait longer. The *** return tracking shows that they have been trying to locate the package since January 16th and nothing. 1Z46R28Y9098374597. May I please get this situated it has been a long 2 months with $2000+ on hold. I have tried to be patience but I now have no product and missing my money.

      Business Response

      Date: 02/22/2023

      We apologize for the inconvenience incurred by your delayed refund. Refund has been submitted and will be credited to your account in the timeframe your financial institution processes credits to your account. 

      Customer Answer

      Date: 02/24/2023

      [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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