Complaints

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

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• 

  New Balance Athletics, Inc.

  100 Guest St Ste 1000 Boston, MA 02135-2028

• 

  New Balance Athletics, Inc.

  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:12/15/2022

  Type:Customer Service 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.

  Hi I really need to talk to u guys supervisor wth is going on your customer support I provide the pics and video for the package YOU GUYS WAREHOUSE NOT EVEN SEAL THE PACKAGE I receive the package like that And it missing m990gl5 size 12 *1 missing bb550pb1 * 1 for this package 1Z0248921388395257 and i called, the lady said she will set a ticket for me. and ask me provide the information to Case Number: ******** Then today i talked to another agent she told me oh that ticket is wrong. I will need resubmit another one SO if i contact u guys again then you guys will get a new ticket for me again? Thats how u guys doing the customer service? BTW i cannot provide the video though here PLZ PLZ PLZ open the right ticket and i will provide the video for real never see the customer service bad like that

  Business Response

  Date: 12/19/2022

  Customer has been refunded for missing items in order. Remaining items will be refunded once received and processed in our warehouse. 

• Initial Complaint

  Date:12/14/2022

  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 two pairs of shoes. The wrong shipping address was entered. I immediately emailed New Balance to get the items shipped to the correct address. New Balance sent an email response within the next few days stating that there was nothing they could. That changes had to occur within an hour of the purchase (the request was emailed within the timeline). New Balance did not adjust or correct the issue and charged me for items that I never received. The amount is $136.40. I am wanting the times I purchased or the money refunded.

  Business Response

  Date: 12/14/2022

  Contacted customer apologized for the less than stellar customer experience. Refunded the order. Provided a $75 coupon to be used future purchase on newbalance.com. 

• Initial Complaint

  Date:12/12/2022

  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.

  Order number NSL183686 Order date 11/28/2022 Order amount ***** I have made several calls to new balance regarding this order. My first call was 12/06 regarding where the package was due to never receiving tracking. They said it was on its way and they provided me with track and to call back 12/07 if I did not receive my package. I called back 12/07 requested a refund they then told me i had to wait until 12/09 and even spoke to a manager who said there was nothing she could do until 12/09. On 12/09 i called spoke to ******* who told me he processed my refund and it would take 2-5 business days. When i received no confirmation email that a refund was issued i called back on 12/12 and was told no refund was issued and that they were contacting *** regarding the order and that nothing could be done until 12/16 to allow time for *** to respond to their claim about the package being lost. The order says processing at local *** since 12/06.

  Business Response

  Date: 12/13/2022

  Contacted customer apologized for the less than stellar customer experience. Advised refund has been submitted. Provided a $30 coupon to be used on next purchase and provided direct number to contact if needs assistance in the future. 

  Customer Answer

  Date: 12/13/2022

  [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:12/12/2022

  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.

  Details: Purchase Date - 11/22/2022 / Amount Paid: $85.19 / Order number NSK ****** I purchased a 6.5 - B sized shoe Style # WS327BL I received the shoes today and the did not fit. I tried to order a replacement in a more appropriate size. I was told they do not do exchanges. No where is this policy stated during the checkout process. Considering this is 2022, one would think there is something in place, but I was ok with I was told. I let the person know that I would be returning the item, but since I did not get the opportunity to utilize the 20% discount I was given for joining, I would like the opportunity to use the offer on the replacement. I was told that they would not honor that 20% discount for the new item as well. Not only does this measure up to the poorest execution of customer satisfaction, I am hard pressed to believe the A+ on the BBB is legitimate. Please understand, I was put on hold while the represented checked with a supervisor/manager. So this is not a matter of a representative making a mistake. This is obviously an established **************** Policy managed and supported by a call center. With experience from places like Zappos, Amazon, Nordstrom and the like, it is incredibly shocking that NB operates like it is still the 1980's in providing service.All I needed to get was to order the correct sized shoe at the discount price I was originally offered. Now it appears that if no action will be taken, I will need to go to a brick and mortar to get the size that fits and ensure that this is last pair of New Balance shoes I purchase.

  Business Response

  Date: 12/12/2022

  We have searched our records and we are not able to find anyone who has shopped with us by the name of ************************  We even more specifically looked at all sales receipts on 11/22 which is the date of the alleged sale with our company and we found nothing.  This customer states her order number was NSK ******.  This order number is typically associated with orders from NewBalance.com.  We are not affiliated with the New Balance corporate website.  We are a small, privately owned company.  Our website is WhereFeetLoveUs.com.  In addition to not recognizing this as one of our order numbers, we have never offered the product the customer purchased for sale on our website which was the WS327BL.  Given all of these circumstances that lead us to believe this was not our customer, we would appreciate if the complaint that was filed against our company be removed at once.  Thank you for your prompt attention in this matter.   

   

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

  Accounting/HR Manager

  Business Response

  Date: 12/19/2022

  Contacted customer apologized for less than stellar customer experience with our customer care team. Refund has been processed and a $50 coupon provided for future use. Customer advised replacement order has been made through Nordstrom's. She appreciated the follow up call and will see if there is a style of shoe on the website she would like to purchase. She did advise there is no guarantee she will choose to provide New Balance with her business. I advised understood. Her feedback and experience will be used as a teaching ****** for our customer care team.  

• Initial Complaint

  Date:12/09/2022

  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 spent approximately $200 On a pair of shoes at a New Balance store (******************************************* *****) on 9/19/22. I exchanged the shoes on 9/26 for a different size as I realized they werent the right fit. I wore the new shoes on an occasional basis until the middle of November and realized less than 60 days from purchase that the sole was separating from the upper on the front of one shoe. The stitching was also split around the shoe opening. I tried to take them back to the store and they said I had to speak with corporate. I emailed corporate with all of the pertinent info, including a screen shot of the details from my credit card statement. They asked for the actual receipt and I reminded them that I already sent proof of purchase, including a transaction number from my credit card and suggested they ask the store to send the *** receipt if they needed more detail (they already had pics of the shoes, the damage, the tag on the shoe, the original shoe box and the credit card transaction. They replied back again saying if the store I purchased from (a branded, New Balance store) wasnt willing to take the shoe back they could not refund or exchange the shoes. $200 shoes, less than 60 days old, brand new looking except falling apart at the seams as well as the sole.

  Business Response

  Date: 12/13/2022

  Customer has been contacted by local New Balance store to arrange an exchange this week. 

• Initial Complaint

  Date:12/05/2022

  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.

  This is the worst customer experience I've ever had in my life! I ordered one pair of shoes for black Friday NSL186732 is my order #; it is absolutely outrageous 1st of all to have to wait for an hour for customer service to come on the phone and then only be told there's nothing they can do when they only set me 1 shoe in a pair of 2 shoes. I only received one shoe and they said I can go and return it the shoe I received 1st of all this is wasting my time for a mistake that is not mine. 2nd of all they were extremely rude to me and they refused to remedy the situation whatsoever. I would not be shopping online if I could just leave the house. I just had foot surgery and they expect me to go all the way to the shipping store which is 5 miles away from my house waste my gas and my time for a mistake that their department made! This is outrageous.

  Business Response

  Date: 12/07/2022

  Contacted to discuss the situation. During the conversation the customer disconnected the call. I attempted to call her back, reached voice mail. Order has been refunded. I apologized for the less than stellar customer experience.

  Customer Answer

  Date: 12/14/2022

  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 this response, as I had to request Amazon to refund me for my order, which ***** your Amazon account.  ************ was extremely rude and indirectly made me into a liar, only apologizing after I made  this BBB complaint.  There was not any reimbursement for the adverse effects whatsoever from this business
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 12/14/2022

  Additional options are available and could have been offered had the call not been disconnected. Follow up call attempted without success. Due to system limitations sending the customer 1 shoe is not an option we are able to honor as our warehouse is automated.

  
  New Balance refunded the order. The shoe order was placed on newbalance.com. I am unsure how Amazon has become part of this situation in the customers rejection of resolution.

  
  I apologized for the less than stellar customer experience the customer experienced and have provided feedback to the call center to ensure this type of behavior does not happen in the future. I have emailed the customer a $50 dollar coupon to be used on a future purchase should she decide to purchase on newbalance.com.  

• Initial Complaint

  Date:11/22/2022

  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 have brand new never worn in box shoe wr993GL straight from new balance website, February 2022, and Ive been battling to get these refunded back to my payment method that I no longer have which was PenFed credit Union and Im no longer have the bank at that time they cost $279.99. *** never spent that much on a pair of shoes except for one time that was like eight years ago and that was for my mom and again these fetishes were for my mom. my mom didnt like how they look they were supposed to be a surprise for her and shes very picky and she didnt like them but new balance give me the runaround in my orthopedic well any confident orthopedic doctor or surgeon will always say new balance shoes cause theyre great for orthopedic and podiatrist type problems, so Im pretty upset that new valance after always doing business with yall and never have any problems. The only problem is I have is with the franchise owned stores which that is not a problem because this shoe was bought the new balance.com and its been an ongoing fight and now the holidays are right around the corner and the reason is yall cant except the shoe back I think one time I was told because of Covid situation which I didnt understand, but the second time I was told I remember its because of the shoe being possibly more well I could take pictures and videos of all of that issue has not been touched. It is and brand spanking new condition as I received It and I am not pleased or happy its devastating to me of how a new balance has treated me in this situation new balance has been tremendously outstanding ************** on everything but when it came to this first time ever new balance.com treated me very poorly and disrespectfully and just a massive shoe company that I wear because of I have feet problem and Im about to have a fusion foot surgery on both of my feet so Ive been doing my best with newbalance.com for this long and and I am asking for what I am easily rightfully entitled too

  Business Response

  Date: 11/23/2022

  Contacted customer, apologized for the less than stellar customer experience with our customer care team. Advised unable to accept the return outside of 6 months, however, would provide a coupon to replace the shoes. Customer agreed to the resolution. Email sent with coupon and customer confirmed receipt of email. 

  Customer Answer

  Date: 11/23/2022

  Yes, indeed, I do not object to the resolution. Yes, we did **** agreement, and I am pleased and satisfied. We both understood each other and been in the same leadership role before with different companies. Also, we know the same person from one company we used to work for so the gentleman that handled this matter went above and beyond, and just tremendous perfect way of customer satisfaction interaction. Im also on the record I do believe that this gentleman **** that handled the situation should get a raise or a promotion or something prestigious. 

• Initial Complaint

  Date:11/03/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi I made a purchase at new balance. Com on April 28 of this year for a pair of the 574 core on a size 9 for $90.08 and the material ripped from the sole so I called the customer service, number and they open a case they email me asking for pictures I send them and did .I called because they had not write back and they said that it could take 30 to 90 days for a response! I'm looking for an exchange of the shoes thinking they were defective! But now they said is over six months when I called them before the six months on October 26 and they broke before the six months

  Business Response

  Date: 11/04/2022

  Customer placed order on 4/28/2022 at 2:12:18pm. She contacted New Balance on 10/20 2022 at 4:38 pm to advise she experienced a tear in her shoe. New Balance responded to the customer requesting photos as the age of the order is over 6 months now on the communication dated 11/03/2022. A coupon has been email to the customer on 11/04/2022 to replace ********************** on ***********************. 

  Customer Answer

  Date: 11/04/2022

  [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:11/03/2022

  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.

  Please see attachment/case-link for a copy of the complaint and desired resolution

  Business Response

  Date: 11/03/2022

  To date the customer has not provided the required tracking number. There is no documentation the customer contacted the call center. The address the package was sent to is one of our shipping warehouses. This is not our returns address. However, without the tracking number we are unable to locate the customers package. We are happy to assist once we have the needed additional information. We also would request an email address to be communicate with the customer directly. 

• Initial Complaint

  Date:11/01/2022

  Type:Customer Service 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 spent 5 hours today trying to buy New Balance Shoes.Tried 4 different credit cards + PayPal.None of the credit cards is going thru.PayPal went thru and after many hours I got the email below.I called 3 times to support, spent over 2 hours on the phone:1st time you guys hang up on me 2time no solution 3rd time after 40 minutes i got transfer to a manager that never showed up instead a loud FAX machine noise that I had to hang up.I really wanted to get my New Balance favorite shoes before I travel this friday. The shoes were in store and ready for me to pick up. I was also using a store credit for 20$ that is the reason why i wanted to purchase online and not directly in the store.None of all my trials worked. I waster an entire day on this, I was not able to work or do much. I got extremely stressed out. And realized how much this ***** that I want to buy something and the company is not giving a s*** about it. They do not care about a customer or loyal customer and would just repeat the same stuff without helping me get the shoes, or taking further actions.Honestly, at this point the most prudent would be for NB to send me the shoes free as a gift for all the troubles I had and stress. I am about to make this case viral on ******** This is not a way to treat a customer at all.I feel discriminated. Maybe I will talk to a lawyer as well.We were unable to process your recent order. If you entered the wrong information during checkout, please place a new order with the correct information. Any preauthorization that appears on your account will be removed within 5 business days.If you have any questions or need assistance placing a new order, please contact Customer Care.ORDER # ************** DATE **/1/2022 BILLING ADDRESS *********************************** ********************************************************************* *************SHIPPING ADDRESS New ********** ****************************************************************************** ************* PAYMENT METHOD PayPal $68.89 SHIPPING METHOD Pickup

  Business Response

  Date: 11/07/2022

  Spoke with customer, apologized for the less than stellar customer experience and explained the reason order was cancelled was due to his billing address and telephone number not being linked to the ship to address. Customer understood and stated had customer  care provided this information there would not have been an issue. Apologized again and thanked customer for his feedback to help us improve in our customer experience with other customers in the future and would be closing out BBB and providing $75 coupon for use on as future New Balance purchase. 

  Customer Answer

  Date: 11/07/2022

  [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,
  
  ***********************************