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. has 9 locations, listed below.

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• 

  New Balance Athletics, Inc.

  100 Guest St Ste 1000 Boston, MA 02135-2028

• 

  New Balance Athletics, Inc.

  10 International Way Lawrence, MA 01843

• 

  New Balance Athletics, Inc.

  20 Guest St Boston, MA 02135

• 

  New Balance

  1371 Woodroffe Avenue Nepean, ON K2G 1V7

• 

  New Balance Baton Rouge

  7425 Corporate Boulevard, Suite 800 Baton Rouge, LA 70809

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:05/09/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  My order is ********* and I already returned it using prepaid shipping label from store but I still didnt get a refund. I will provide order details, prepaid shipping label from New Balance, tracking information etc

  Customer Answer

  Date: 05/20/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:05/05/2025

  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.

  My new balance order was marked as delivered late last week by *** but the delivery photo was incoherent and I could not verify where my package was supposedly delivered to according to tracking. I called new balance and they state the tracking does show as delivered but will start an investigation. The agent on the phone also mentions the delivery photo attached does not show where my shoes were dropped off. I have waited a few days now but clearly customer service is just giving me the runaround and refusing to locate my order and at this point I will just take my refund and business elsewhere after this ridiculous experience. What a lack of respect and care new balance has nowadays compared to the past.

  Business Response

  Date: 05/07/2025

  We are truly sorry this customer's package was not received. We agreed the proof of delivery photo was not clear enough to determine if the package was accurately delivered and started an investigation with ***. *** has provided GPS coordinates confirming the package was accurately delivered as addressed. If the package has not been received, this indicates it was stolen. While we empathize deeply with the frustration caused by package theft, New Balance is not responsible for theft after delivery. We have recommended the customer check with neighbors, or anyone else who may have up the package on their behalf, and if not located to report the theft to law enforcement. We have encouraged them to check with their home owner's or renter's insurance for any purchase protection that may be available, as well. New Balance has done all we can to assist as the package was accurately delivered. 

  Customer Answer

  Date: 05/07/2025

  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. 

  Same generic copy/paste response I have received by email deflecting responsibility and refusing to provide resolution. 

   
  FAQ
  
  Regards,

  Ashraf

   

   

  Business Response

  Date: 05/08/2025

  New Balance's resolution is that the package was delivered as addressed based on GPS coordinates provided by ***. New Balance has completed its investigation and concluded the item has been stolen. er the New Balance Terms and Conditions, we are not responsible for lost or stolen product after delivery of such product has been confirmed by the carrier - **********************************************.

  Customer Answer

  Date: 05/12/2025

  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 am again rejecting this generic AI response due to New Balance stealing my money and refusing to provide the shoes I paid for nor issue a refund. They happily took my money and as soon as they claim *** possessed the item they weasel out of responsibility crookedly. The picture *** provided of where they dropped my package is unrecognizable which even one of the New Balance phone representatives mentioned as well, but still they refuse to be accountable. Scam company 
  
  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,

  Ashraf

   

   

• Initial Complaint

  Date:04/29/2025

  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.

  Missing a pair of shoes from my order customer service was no help I just want the shoes I paid for or my money back

  Business Response

  Date: 04/29/2025

  We confirmed with the warehouse that the order was shipped, containing the correct items, and to the address entered during checkout. A typical package containing 2 pairs of shoes weighs 4-6 lbs. When *** received the package it weighed 5.7 lbs which is consistent for 2 pair of shoes: 1ZA821T10396777288. We will not be able to offer a credit or refund on your order as they are confirmed delivered. 

  Customer Answer

  Date: 04/29/2025

  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.
  
  FAQ
  
  Regards,

  Miyah

   

   

• Initial Complaint

  Date:04/23/2025

  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 pair of sneakers from Marshalls that are *ew Balance. They looked good with no damage but the first time I wore them the * sign on the right sneaker lifted up and peeled off almost completely. I couldnt find the receipt to return it to Marshalls and they dont accept returns without a receipt so Im looking to return them defective to *ew Bslance the manufacturer so I can get a new pair or a refund. They said they also need a receipt that I explained was lost. I would like a credit or a new pair of sneakers.

  Business Response

  Date: 04/23/2025

  On 4/23, the customer reached out to customer service regarding a quality issue for a purchase made at ****************** last September. **************** requested photos of the ********************** and proof of purchase. As the item was not purchased on the New Balance website, we are unable to provide a refund. The customer service team will review the photos and offer alternative compensation based on the date of purchase, issue, and wear of the shoe.

  Customer Answer

  Date: 04/23/2025

  [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 #********. The business didnt specify when a resolution would be completed however Im putting my trust in the process that they will accommodate my inquiry accordingly.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Iteashia ******

• Initial Complaint

  Date:04/19/2025

  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 purchased a jacket on 4/04/25 and attempted to return the item on the 19th. I needed an exchange as the item was an XL but wore larger than other XLs I've purchased from them before. I simply wanted to exchange for a Large. I had only worn the jacket once to try on at home. The jacket is a black, water resistant material. I was told I could not exchange or return the product due to a smudge on the arm sleeve. I explained that I have never worn the jacket other than to try on and that the smudge was superficial and not my doing. Wiped it with a nap and came right off. I was also refused due to lack of tags and receipt. I had the card it was purchased with and didn't see any requirement for either on the return policy listed on website. I didn't intend on returning as all other XLs fit. Still refused to help me. Gave no resolution and was condescending about the matter as well. They were laughing amongst themselves regarding my return and celebrating the refusal. I was not disrespectful or rude to them. This occured at the New Balance Factory located at ************************************************************************************************************************************************. I was assisted by ********* and Natassia (Natassija?) and they had the approval of their MOD and insisted that this is their corporate policy. This occured at about 12:30 pm PST. I'm always at this store and I purchase here for my entire family for years. I did not expect to be treated this way. I attempted to confirm this information with corporate support and spoke to ***** and ****** and assured me that their MOD **** was not available. They were also unable to assist or offer any resolution.

  Business Response

  Date: 04/28/2025

  We apologize for this customer's experience. This complaint was escalated and our team reached out to honor a return or exchange. 

• Initial Complaint

  Date:04/16/2025

  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.

  Good afternoon,I received the wrong width on Order 823-316779261937642, and I am now being penalized for this. I am being refunded $77 instead of the $92 I paid. I would like a full refund as it is not my fault. Otherwise, I would have to take it up with my bank. As a long time New Balance customer, I would like this corrected please.Thank you,

  Business Response

  Date: 04/17/2025

  We are sorry to hear this customer placed an order, received the wrong item and has not been fully refunded. The order number provided is not a Newbalance.com order number, so we are unable to research or directly resolve. This customer can please reach out to the ********************** or website they ordered from for assistance. 

  Customer Answer

  Date: 04/17/2025

  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 # ********.

  The order is a New Balance Reconsidered order, and I wish for help in this matter

  
  Regards,

  ********

   

   

  Business Response

  Date: 04/23/2025

  We wish there was something we could do to assist. As the customer did not purchase from us, we do not have access to the transaction. The company the customer purchased from is responsible for providing assistance. New Balance would be happy to make this right if the customer has purchased from us. We hope they will contact the retailer so they can receive a resolution. 

• Initial Complaint

  Date:04/15/2025

  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 # U09730507 My order was marked delivered yesterday morning while I was at home all day waiting for it. The package was not in my front door as the tracking says. so i waited until the next day to contact new balance, as it might be delayed. they told me to wait 2 business days as they will start an investigation, so i said its perfect and i will try to contact *** as well. now they sent me an email hours later and they said to contact law enforcement? how are you gonna investigate about a package for just a few hours? please help me get my money back

  Business Response

  Date: 04/16/2025

  The customer confirms the package was delivered to their front door based on the delivery photo. New Balance requested *** coordinates from *** to confirm the delivery to the correct location which was shared with the customer. The customer is disputing the delivery despite the *** coordinates and the photo proof of delivery on the tracking. We started a claim on 4/16/25 which can take up to 8 days to complete. Per the New Balance Terms and Conditions, we are not responsible for lost or stolen product after delivery of such product has been confirmed by the carrier - **********************************************.

  Customer Answer

  Date: 04/16/2025

  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. 

  First of all, i have not confirmed that it was delivered to my front door (check the screenshot i attached) i said that i live in an apartment and all our doors are identical so it could be mine or my neighbors. Second i am willing to wait for the 8 days investigation but after that is over i want my money BACK. it took too long to even ship and i have not gotten it since to this day. now i have to wait for another 2 weeks LOL such a waste of time and a bad traumatic experience from new balance

  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: 04/23/2025

  *** has concluded their investigation and was unable to confirm delivery to the address listed on the order. The order was fully refunded on 4/22.

• Initial Complaint

  Date:04/13/2025

  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.

  Went into New Balance Store today, April 13. At the Sawgrass store the workers there are nasty. They dont like to help. They are very rude. I asked him for a pacific shoe. They didnt have it then I asked him for another shoe that they had on the shelf. One person told that they had four in the back then someone else comes out they said oh youre looking for the shoe they go in the back and they tell me that they didnt have it. I dont understand that one person told me they had it and then another person told me they didnt. This is not the first time that these people have done this the store is going down, they said I was being rude and and they told me to leave the store

  Customer Answer

  Date: 04/24/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/28/2025

  After receiving this complaint, a manager reached out to this customer to provide assistance. The customer made racial and inappropriate comments and we have not heard back from him. This investigation has been closed on our end. 

• Initial Complaint

  Date:04/09/2025

  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 U09682032 was placed with a one day rush as it was a gift. When I made the purchase, all confirmation and signage showed the delivery date would be 4/4. The order did not arrive on 4/4. I initially made contact with *** from New Balance on 4/5. Considering that my order didn't make it in the time frame I paid for, I found it reasonable to ask for a refund on the shipping ($25).*** challenged me, expressing that their policy is that the order takes two days to process. None of that gets disclosed when you are making purchases, especially on rushed orders. There is a reason they are "rushed". *** continued to patronize me. *** said she would "submit a request", however, I never received any information that such request was submitted. I called again, and left a survey at the end of the call. No response from NB. The order arrived on 4/7. After reflecting on the disgusting and condescending treatment that I received on 4/5, I called again on 4/9 to set up a return, as I have no interest in furthering any business with NB. By my own misfortune, the call was once again answered by ***. Though it never came up, I knew *** remembered me from my previous call; and she knew I was calling to return, thusly, never asked the reason. When I received my label, I notice that *** internally documented that I was "too busy to provide a reason". That never happened and the question was never asked. Lastly, *** informed me that I would incur a $5 restocking fee, on top of everything else that I have experienced with New Balance. So now I have to pay you for inconveniencing me, while your employees treated me with repulsion and micro-aggression.I look forward to hearing from you soon.

  Business Response

  Date: 04/10/2025

  While the site may have provided a 4/4 delivery timeframe, this is an estimation. Considering this item shipped from ********** and the customer's address is in **, an estimated delivery of 4/4 would be sooner than we'd expect. When looking at the tracking for your order, we noticed there was an update from *** showing the delivery had been delayed due to severe weather. Based on this description of the interaction, it does not sound like this was discussed as it should have been so a screenshot of the *** tracking updates are attached. Since we can see that the return has been received by our warehouse, we've fully refunded the order including the shipping and restocking fee ahead of the normal processing time as a courtesy for the customer's experience.

• Initial Complaint

  Date:04/08/2025

  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.

  They said the carrier delivered the shoes but all we had gotten was a empty box I called I chatted but no one will help they just say we escalated it but we got an empty box

  Business Response

  Date: 04/09/2025

  While this complaint states the customer received an empty package, when the customer contacted customer service, we asked for clarification if the package was received or if the item was missing. The customer stated the package was not received at all. From there, we started an investigation with *** to locate the package and determine if it was delivered. *** provided a photo with GPS coordinates showing where the package was delivered. Additionally, we've compared the proof of delivery photo with tracking number 1ZF4W4400390842417 to the ****** maps street view and they match. We can see the same red cushioned seats and the customer's name on the house confirming delivery to the address listed on the order. We've also confirmed with the warehouse and the tracking weight that the item was shipped and there was no damage to the box upon delivery. Based on all this information, we consider this a stolen package. Per the New Balance Terms and Conditions, we are not responsible for lost or stolen product after delivery of such product has been confirmed by the carrier - **********************************************. Attached are screenshots of the conversation with the customer, GPS coordinates photo, and the tracking proof of delivery photo.