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.

  #1 - 19950 Willowbrook Drive Langley, BC V2Y 1K9

• 

  New Balance

  8027 Kingston Pike Knoxville, TN 37919

• 

  New Balance Athletic Shoe Inc

  13600 Shoreline Dr Ste 700 Earth City, MO 63045

• 

  New Balance Athletics, Inc.

  10 International Way Lawrence, MA 01843

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:10/21/2022

  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.

  On October 12, 2022, I ordered 3 pairs of shoes for $396.38 (ORDER # NSK332789) but I still have not gotten them. These shoes were supposed to be for my son's birthday gift and his birthday was October 20, which has passed. I am extremely frustrated and disappointing with this experience, and have always been a huge fan of New Balance. To sum it up, I have not got the shoes I paid for and would like a resolution.

  Business Response

  Date: 10/26/2022

  Contacted customer via email to advised refund has been processed. 

• Initial Complaint

  Date:10/17/2022

  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.

  -Purchase on 10/8/22 -Paid $201.40 - Ordered shoes but never received it - Tracking #-1Z0248920384571092 - Order # NSK294798 - I spoke with new balance live chat support, explaining my issue with my order and I asked for a refund. This was actually a gift for my autistic brother-in-law and he was really excited about it.

  Business Response

  Date: 10/18/2022

  Contacted customer left message apologized for the less than stellar customer experience, advised refund submitted, and provided direct contact information if follow up contact is needed by the customer. 

• Initial Complaint

  Date:09/25/2022

  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.

  Hello I am contacting BBB because New Balance customer service is not helpful with a resolution , I have ordered a special pair of shoes that were a gift for my brother going out of country and I had used the 1 day shipping and I have been waiting multiple days and I am told to wait over 2 weeks when I have used the fastest shipping option and now i have to wait 2 weeks for a resolution? I am left out of 300$ without the shoes I even ordered and this is so upsetting from a big company. Also was told no replacements for lost shipments so you are telling the customer to take the loss? just need a resolution asap thank you

  Business Response

  Date: 09/26/2022

  Contacted customer apologized for the less than stellar customer experience and not receiving the **********************. Processed refund. Customer received email confirmation of refund processed. 

• Initial Complaint

  Date:09/09/2022

  Type:Delivery 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 went to the New Balance store in ******* ********* on 8/26/22. I ordered two pairs of shoes for my children. When I received a box my order was not in there. I tried calling the company but I had to talk to the store where I bought them. I had to go back to the store on 9/5/22. It's 1 hour away from where I live. After I keep complaining about all this and the customer service I received. They said they were going to ship 2 day air. I did receive one pair of shoes 2 day air the other is ground air. I'm very disappointed how I was treated.

  Business Response

  Date: 09/12/2022

  Contacted customer apologized for the less than stellar customer experience. Explained the difference between instore and website ordering system. Will use customer feedback to ensure future situations are escalated. Provided a $75 coupon be used on newbalance.com website. Customer has my direct number to reach out should she need additional assistance. 

  Customer Answer

  Date: 09/12/2022

  [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:09/01/2022

  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.

  On July 1, I provided images to New Balance of my Fresh Foam X 860v12 shoes showing defects in manufacturing. I was told I would hear back in 30 business days about a resolution. They did not reply in 30 days. At business day 40, I emailed them and they told me I was getting a coupon. They didn't confirm that the shoes were defective or not. I asked how much the coupon was for and they refused to tell me. I want a replacement of my defective shoes.

  Business Response

  Date: 09/02/2022

  Contacted customer, apologized for the less than stellar customer experience. Provided replacement coupon. Customer provided feedback he did not get a response in the 30 days he was advised he would and no value amount provided for the coupon promised. Apologized and advised his interaction with the contact center will be reviewed and coaching provided to ensure this type of behavior is not displayed with other customers in the future. 

  Customer satisfied with resolution.

• Initial Complaint

  Date:08/30/2022

  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.

  I placed an order on May 21 for 2 pairs of runners. Order #NC2796521. I submitted a return request to send back 1 pair that did not fit and requested a refund. I used the prepaid return label and shipped back the 1 pair of runners on June 24 (well within the 45 day return policy). The warehouse received my item on June 30. We have tracking proof. I have spent the last 2 months trying to receive a REFUND from this company and they are refusing to assist. The responses I receive from their agents and supervisors are laughable. I was originally told this was an error by their warehouse and was assured I would be receiving a refund on my original form of payment (Mastercard). I even have email proof of this. The agent then went ahead and gave me a store credit instead. NOT what I asked for. I have had an agent try to argue with me accusing me of returning these shoes past the 45 day return window (again, we have tracking proof I did not). I had another agent try to argue with me telling me I used a gift card for my order and that is why I received store credit. Again, untrue. I have a MasterCard statement with this charge. What New Balance is trying to get away with is criminal. I suggest they follow up with supervisors ******* and *********, the last two supervisors I spoke with who assured me they would contact the finance department and call me back the very next day. Again, more lies. 1.5 weeks later and still waiting on that call back. The amount of my PERSONAL VALUABLE TIME that I have spent on this is exhausting. New Balance REFUND ME my money for merchandise I did not keep.

  Business Response

  Date: 09/06/2022

  Contacted customer, apologized order was refunded to a gift card. Advised gift card would be cancelled and refund would be processed. 

  Transaction Type: 
  Refund
  Transaction Amount: 
  $167.99
  Transaction ID: 
  **********************
  Transaction Date: 
  9/1/2022 4:38 PM

   

  We will use this situation as a ********* ****** to our front line associates to ensure future customers do not incur this type of situation.  

  Customer Answer

  Date: 09/13/2022

  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.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:08/22/2022

  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.

  I placed two orders NSJ736711 and NSJ737042 which are new release and wanted to return the items after receiving them because they do not match the website description. However, the business did not accept returns saying that it was stated on the website. However, the ineligibility is not stated close to "Add to Bag" button as other businesses do, which on the other hand, is included in the product description as a last bullet. Since this is a limited time releases, people usually buy in a hurry and don't pay much attention to other information except the size, and then click the "Add to Bag" button right away. It is also said when I placed the order that we shall place the order as soon as possible since this is limited stock, so how can you ask customers to pay attention to the last line of product information and any small sentences for limited released item which could be gone in seconds while asking us to place the order as soon as possible? I'd like to ask for return acceptance for both items and refund to my original payment.

  Business Response

  Date: 08/23/2022

  Contacted customer, apologized for less than a stellar customer experience and miscommunication. Advised will use feedback provided to improve our customer care handling of these type of interaction. Provided tracking numbers 1Z46R28Y9098076534 & 1Z46R28Y9096861279. Refund has been submitted as  both tracking numbers reflect in transit to New Balance warehouse. 

  Customer agreed to resolution and has direct number to contact should additional assistance be needed. 

   

   

• Initial Complaint

  Date:08/01/2022

  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 bought shoes cause I have bad feet The shoes are defective you call the main office they say stores aren't closed yet they don't answer at store so I got to take a bus and fully disabled. The shoes I got are defective. Why does it say farming hills store call won't go thru and other store true is voice mail with a lady and there's man talking in background nobody called me back period. Did I do something to them to be treated this horrible? I paid 85 dollars for these shoes I'm on social security it's alot to me!!!!!!! I need info to return these shoes to which store. ******** I talk to ****** at that number she was rude 11:58 am. Nobody will help you.

  Business Response

  Date: 08/02/2022

  Contacted customer apologized for not getting a call from local store. Advised the store is open 10am to 6pm EST. Customer advised she will be going to the ********************** on Thursday. I provided my name and direct contact number if she requires my assistance in resolving the issue. 

  Customer Answer

  Date: 08/04/2022

  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.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 08/05/2022

  Contacted customer, she advised the ********************** was temporarily closed and was advised by *** it would cost $3 for the return label. Apologized the store was closed and advised I would have a *** Campus ship label created and *** will make 1 attempt to pick up the package. Customer asked if it would be Saturday or Monday. Advised Monday. Customer agreed to resolution.  

  Customer Answer

  Date: 08/17/2022

  I only recieved half my money back yesterday then told me I got 5 more days to my other half from after pay! This is scam after you build credit with after pay.< see only ***** back I paid ***** you build credit then they discourage you from using then someone steals your credit maybe? I spoke to ******* at new balance and **** today trying to get my money back still.p>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,

  *****