Business Profile

Retail Shoes

New Balance Athletics, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

226 total complaints in the last 3 years.
63 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:02/16/2023
Type:Service or Repair 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 Made an online purchase from new balance on 12/09/2022 for $1,436.80, when i received the order 12/13/2022 i was unhappy with the purchase so i returned the order online. I was provided with a return label (1Z46R28Y9091984520). I then packaged everything and sent the items back on 12/16/2022. after a few days i contacted new balance about the status of my refund and was told that i would receive a refund in 7 business days. Today is 02/16/2023 and i have not received a refund and i cant get the help i need through their chat. I would really like my money refunded for this
Business Response
Date: 02/16/2023
Package delivered to
12/19/2022
11:05 A.M. Delivered
********, **, *************
This is not a New Balance warehouse. The label printed off our website with the return address of
New Balance - Ecommerce Returns
13600 ************
Ste 700
********** ** 63045
Telephone:************
We recommend reaching out *** to see what options are available to pick up the package and delivered to the correct location. Once New Balance has received the return order we will process the refund once return has been processed.
Customer Answer
Date: 02/16/2023
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. I have spoken to the new balance chat many times asking them to please open a claim with *** so that this can be resolved, I have also emailed an employee asking him to open a claim. I cannot control where something goes as i do not work for ***. From my understanding my only job is to use the label and send the package back off. I have attached email proof asking a new balance person to please help, I have since been ignored And this has been going on for 2 months i really just want this to be solved
[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.

FAQ

Regards,
Malique

Business Response
Date: 02/21/2023
Attached is the documentation regarding this order.
If the customer feels there is an error made in the delivery of the package, as the shipping party, the customer needs to contact *** about the error and have corrected.
Customer Answer
Date: 02/22/2023
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;
Hi, Thank you for responding, above I have attached the chat with **** This chat consists of *** taking full responsibility of the mishandling of this package. Please tell me how we can get this resolved so that i am able to receive my refund. Thank you very much for being understanding.

[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.

FAQ

Regards,
Malique
Initial Complaint
Date:02/15/2023
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 transaction: 12/302022 - The amount of money I paid the New Balance: $116.99 - What New Balance committed to provide me: A pair of shoes (Style #: BB550LN1)- What the nature of the dispute is: I never received my package, and New Balance is not willing to refund me.UPS stated that they have delivered my package and taken a picture as proof, but the truth is that I never received the package. I called New Balance's customer service for help several times, and they reply me impatiently: "I cannot help you", and "you cannot get a refund". They are even not trying to help me solve my problem! Just kept saying that "You cannot get a refund". In short, their customer service does not help me!- Account: ********************** Order number: NSL683397 - Tracking number: 1ZA821T10342738804
Business Response
Date: 02/16/2023
Customer contacted, apologized for the less than stellar customer experience, advised would replace the shoes and provided coupon to cover replacement cost.
Initial Complaint
Date:02/07/2023
Type:Product 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 made a return on order number NSL341402 and the return was delivered to the New Balance warehouse on 12/22/2022 on 4:17 PM as seen on the *** tracking number 1Z46R28Y9097529556. Their original return policy stated that they process all returns within 10 business days of the items being delivered to the warehouse. 10 business days passed and I still haven't received an email regarding my refund, so I contacted customer care. ******* said to wait up to 21 business days due to the holiday season. After 21 business days, I still had no update. I contacted customer care again on 1/23/2023 (a month after delivery!) and this time, ******* PROMISED me a refund by 1/28/23 in the total amount of $552.62. However, I still have not received any refund or update. So, I contacted customer care yet again on 1/30/23, and *** could not follow-up on that promised refund. *** told me to wait another 3-5 business days for the refund to be processed. Even after waiting 6 business days, I still have not received any email/refund/update. Frustrated and confused about why my return is taking so long to process, I contacted customer care on 2/6/23 for the fifth time!! ********* could not help me with my return and transferred me to ******, their supervisor. ****** had no power to do anything either as he said it's in the "warehouse's hands." Literally and figuratively, it really is in the warehouse's hands, but where is my money?? What use is a supervisor if he/she has no authority?? Well, ****** could not give me a timeframe nor a solution so I guess I have to wait indefinitely?? This is all beyond unreasonable. I don't have my items and New Balance is holding my money for no reason. I have bills to pay and $552.62 is a hefty amount. Please help me!
Business Response
Date: 02/17/2023
We apologize for the delay of your return and refund. Refund has been submitted and will credit to the original form of payment.
Customer Answer
Date: 02/17/2023
Better Business Bureau:
It should not have taken this much for a return. I have called New Balance plenty of times and each customer representative has given me different expectations and time frames. They should be able to re-structure their support because even their supervisor cannot handle the issue and provide me a resolution because it was up to another department. A supervisor should be able to have more power than a customer representative and they just re-iterated what I have been hearing every time. Overall, I'm glad New Balance had made things right, but this is a return that took almost 3 months to process. That is completely unacceptable as society is transforming into e-commerce and service like that will push customers away. I have been nothing but respectful, but at this point, I believe the agents just told me what I wanted to hear and did nothing in the back-end to really help me out.

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:02/05/2023
Type:Service or Repair 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.
Hello I returned my order NSL416583 more than a month ago and it was recieved by the warehouse on 1/5/2023 but I have not received a refund yet. The policy states it should be refunded within 21 days. I have contacted a few times but I still have not recieved a refund yet. Please refund my total of $753.16 to my original payment thank you!
Business Response
Date: 02/06/2023
Customer order researched. Return order delivered on 01/05/2023 to
DELIVERED
***********, **, **
New Balance return address is:
New Balance - Ecommerce Returns
13600 ************
Ste 700
********** ** 63045
We recommend the customer make arrangements to have return package picked up and sent to New Balance warehouse. We will process the return once we receive it in our warehouse. A refund can not be processed until return has been received in our warehouse.
Customer Answer
Date: 02/06/2023
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 item was delivered and the return label provided was used. I ask kindly that a refund be issued it has been a very long time, thank you!

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: 02/07/2023
We recommend the customer contact *** if he feels the return package was delivered in error and not as addressed. A refund will not be processed until New Balance has the return. The customer has paid for the merchandise and is the owner of the return until New Balance receives the return.
As this return was not delivered to New Balance we are unable to process a refund.
Customer Answer
Date: 02/07/2023
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
Ive already contacted *** and opened an investigation, I will just have to contact my bank as a last resort if I don't receive the refund in the next few days as I followed all the proper return instructions.

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:02/02/2023
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 attempted to contact New Balance regarding replenishment of one of their items in a size 5.5:*************************************************************** To date no one has responded.
Business Response
Date: 02/02/2023
We work hard to provide a seamless shopping experience for our customers.

Due to the ongoing impact of the ******19 pandemic on our operations, we are experiencing some supply chain challenges. In some cases, certain products may have limited stock or be unavailable at this time.

We hope to restock as soon as your product becomes available.
Initial Complaint
Date:02/01/2023
Type:Service or Repair 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 January 31st I attempted to call New balance three times. I was put on hold for over 18 minutes. After three attempts to reach anyone at all. When I was finally able to reach someone, I told them that my complaint was I had made a purchase online and that their website was exceedingly tedious and that every time I tried to make the purchase it would recycle me back to the page with my cart, not allowing me to finalize the purchase.I was paying for $50 of the purchase with a gift card and the balance with a debit card. Finally, after many attempts it seemed the sale went through. However, when I looked at the bottom it said they had taken the entire amount off of my debit card and nothing off my gift card. So I immediately within 24 hours called the company and ask them to take the $50 off the gift card and to credit back my debit card. They told me this was not possible as my order was already going out. I then asked to speak to someone else. This person told me that unfortunately they were unable to credit my gift card or reimburse my debit card and put the amount on my gift card that the only resolution they could offer me would be for me to return my purchase. That they would e mail me a *** return label. I explained I do not have a printer and the *** store is ***************************************** a return label which they refused. this resolution was unacceptable and again asked him if they could just cancel the order reinstate the order putting $50 on the gift card in the balance on my debit card. I was again told that I needed to send it back, get a total refund and do it over again. I told them that I was afraid that if I did it over again I would have the same results. They said ****** Chrome, is not compatible with a new balance platform .However, the most common platform is ****** phone, Chrome. This information was not on their website.
Business Response
Date: 02/01/2023
Contacted customer, apologized for the less than stellar customer experience with our customer care team and will use her feedback as a training opportunity. Refunded the $50 gift card amount back to her debit card as requested. Customer has direct contact information should she need additional assistance.
Initial Complaint
Date:01/31/2023
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.
Hello How are you. I am contacting in regards to my New Balance Shoes order. I recently ordered multiple shoes in order to donate them. I ordered 28 pairs totaling up to $4,479.72. I used *** ground to ship this order. Was really happy when I received until I checked the boxes. Multiple of them were destroyed and Losing one of the shoes to complete the pair. Being said I decided to file for a return. I then Shipped these returns out and the returns were delivered On all December 27th 2022.Proof Of tracking.*** GROUND:1Z46R28Y9092484881 Delivered On Tuesday, December 27 at 10:01 A.M.Returned To **********, ** ** Received By:GARBARICH Proof of Delivery All pairs were returned legitimately in a big box that I spent over $50 on. I am really upset that my refund has not been issued and this is due to the amount of the order totaling to such a high number. I am contacting so my refund can be issued. Please help and do so!New Balance Order #NSL301625
Business Response
Date: 02/02/2023
Refund processed for this order on 01/20/2023 when the order was returned to the local store location by this customer's wife.
We do not understand the reason for the BBB Complaint filed on 01/31/2023 as a refund had already been provided to the customer.
Initial Complaint
Date:01/28/2023
Type:Product 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.
10/22/2022 - ***'s New Balance Outlet, Order #JA0216368, 4 items purchased = $149.42 USD (Paypal transaction)10/31/2022 - Delivered. 1 Item - Style #MJ131272BK sent as size Medium, ordered size XL.Called to return item, wrong size, and requested a return label (Unable to exchange as the XL was no longer in stock). Requested return label 2 times as the first label was not printed and sent.Returned item - 11/12/2022, Tracking Number 1Z46R28Y9099660589, Weight **** LBS, Delivered On 11/16/2022 17:04, Delivered To **********, **, **.11/17/2022 - 01/28/2023 - No refund issued for return.01/28/2023 - **************** Balance Outlet and CSRs (spoke with 2) advised the warehouse stated the box was empty and the item was not returned. Informed the 2nd CSR empty boxes don't weigh 3 lbs (as I had not reviewed the *** tracking in detail). Both advised me they can only put in a ticket to investigate, and I would need to call back in 21 days to inquire about the refund. So the same warehouse, which sent the customer the wrong size, can tell the customer they didn't return the item, and New Balance never informs the customer until they inquire months later why the refund is missing? Then, inform the customer they need to call back, 21 days later from their 4th phone call, to inquire about the refund? So the customer is responsible for the warehouse errors? $39.99 of $149.42, mind you.** citizen living in ****** who has been purchasing New Balance Product (in-store) since ****. Similar issue with New Balance ******** online store, where they got the address wrong, shipped the item back to their warehouse due to the error, but claimed it was delivered to my home address. Called to inquire about the claimed delivery status, which then sparked an investigation, then a subsequent refund (NB initiated), instead of re-delivering the item. I don't have the order No. handy, but I could locate it if necessary.No more online shopping with New Balance.
Business Response
Date: 01/30/2023
Apologies for the less than stellar customer experience. Refund has been issued for the returned pair of shoes.
Customer Answer
Date: 01/30/2023
[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. I still love New Balance, I will have to keep my purchases in-store to save myself the hassle.

Regards,

*******************
Initial Complaint
Date:01/25/2023
Type:Product 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 placed the order from New Balance.com on 12/9/2022 for the total amount of $975.83. Items arrived 5 days later. Since our family received shoes as gifts, we didnt need the shoes and I requested a return on 12/20 and shipped the unopened package on 12/22/2022/. The package arrived back at New Balance on 12/29 via tracking 1Z46R28Y9090376233. I contacted 10 days after arrival on 1/8/2023 and was told I would need to wait the required 14 days to receive my refund. I waited again and contacted on 1/12/2023 and was told to now wait 21 days. I patiently waited, and contacted on 1/19/2023 and was told the warehouse was still processing. I have called many times since with the same "wait longer" response. It has been 27 days since the package delivered and no timeline on refund. I am now paying interest on this charge due to the delay.
Business Response
Date: 01/27/2023
This order did not deliver to New Balance's warehouse.
Delivered to:
8850 **************
***********, ** 63134
Return address which is printed on our return label is:
Return To Address:
New Balance - Ecommerce Returns
13600 ************
Ste 700
********** ** 63045
Once the order is returned to our warehouse and processed a refund will be processed.
Customer Answer
Date: 01/27/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I understand the package went to the wrong location, but dont understand how nor how I would get the items to your warehouse. I sent them back as stated in the return instructions. What can I do?

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: 01/30/2023
We recommend contacting the location the package was delivered to confirm they still have the package and make arrangements for it to be delivered to our warehouse at
New Balance - Ecommerce Returns
13600 ************
Ste 700
********** ** 63045
Once we process the return a refund will be issued.
Customer Answer
Date: 01/31/2023
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 contacted *** and they tell me the address is an Amazon Warehouse. They stated that there is no way to retrieve the package and the owner of the label (New Balance) would have to work on a claim through ***. Again this is all out of my control and I followed the correct process and the package was lost somehow, I shouldn't be penalized for this and a refund should be processed.

Regards,
******

Business Response
Date: 02/02/2023
Refund has been issued as an approved exception due to the circumstances involved with this return order.
Initial Complaint
Date:01/25/2023
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.
I returned some unworn shoes to New Balance via *** and they were received by their company on 12/29/2023. Their policy stated that they have a 14 day window to receive the return and issue the refund.On day 13, I called to ensure my refund would be processed, the customer service representative inform me they changed their policy 2 days ago from 14 calendar days to 21 calendar days to process the refund.On day 21 which was 01/18/2023. They informed me that their still backed up and I would have to wait an additional 3 BUSINESS days in order for my refund to be issued. On Monday 01/23/2023 I was told that they are still backed up but acknowledge receipt of my return but have yet to issue my refund. I think its wrong that they first changed their refund policy without notifying me as a customer and secondly they are refusing to refund my return because of their own internal issues when I returned these shoes over a month ago. Case # ****-6494 backs up my story with New Balance.
Business Response
Date: 01/27/2023
Order researched - return did not deliver to New Balance warehouse.
Delivered to
8850 **************
***********, ** 63134 **
Address on our return labels is:
Return To Address:
New Balance - Ecommerce Returns
13600 ************
Ste 700
********** ** 63045

Once the return has reached our warehouse and processed a refund will be processed.

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