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:04/02/2025

  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.

  Placed a total of two orders with newbalance.com. The first order was placed online and within 10 minutes of receiving the order complete email from newbalance.com and text,email as well as app notifications of the transactions approval from my bank, I get a email from newbalance.com the order was canceled due to a billing/shipping address issue and that the funds should be returned within seven days depending on my bank.. A second order was attempted with the exact same ********** bank was contacted and they stated they saw no release off the funds authorized.newbalance.com was contacted and they gave two transaction reference numbers for my bank to release the funds.D73KNS6XNW494ZG6 FPFPQPG3XSJ7RQD3 ******* was again contacted with the reference numbers and they stated they did not see a reversal and the merchant was most likely just trying to wait out the funds hold.When newbalance.com was again contacted about the issue and a supervisor was requested I was placed on hold for a couple of minutes before being disconnected.

  Business Response

  Date: 04/17/2025

  We apologize for the delay with removing the authorizations taken at the time of order placement. They were removed on 4/4/25 and the funds should be available for use again. 

• Initial Complaint

  Date:03/30/2025

  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.

  The package was not delivered to my house, when I viewed the picture they sent it was delivered to another house. I went to the house to check if the package was there and it no longer was, I contacted the official site number asking for a refund since this simply was not my fault, I spent ****** on a pair of sneakers that I never received and I just wanted to reorder the pair I originally ordered but they kept telling me they werent going to do anything about it, that I just have to deal with it and call the authorities, I dont understand why they couldnt have just sent it to the address I listed it under, I couldve avoided losing ******.

  Business Response

  Date: 04/16/2025

  After *** performed the lost package investigation, it was determined that the package was not delivered correctly by ***. The customer was credited $191.37 on 4/11/25.

• Initial Complaint

  Date:03/27/2025

  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.

  Hello - i purchased an item from this merchant and they wont accept the return forcing me to do measurements which i cant do on my own. I have provided photos of the 67 dollar item and it is not what i was promised in the website. It does fit. I also dont feel comfortable sharing a photo of my body against the item. The item is a athletic fleece type of top

  Business Response

  Date: 04/03/2025

  We are sorry to hear this customer received an item that did not fit. As the item was custom made, it is not eligible for a return. We are happy to provide a replacement if the product was not made the proper size according to the sizing specifications on our website. We require measurements of the garment be provided so we can validate an error occurred. There appears to have been confusion with how the measurements are needed, they do not have to be taken while being worn and we do not need any pictures of the customer. The product can be measured while laying on a flat service and photos taken and submitted. While we understand this process may be frustrating, because the product was custom made, we require this validation to remake the product. This customer is welcome to take pictures of the shirt and submit them at any time for consideration. 

• Initial Complaint

  Date:03/20/2025

  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.

  I placed an order with New Balance on March 6, 2025 (Order #********) but never received it. The *** tracking photo shows a package delivered to a location that is not my address. I repeatedly told New Balance that the package was not at my building, yet they dismissed my concerns and kept asking if I saw the photo. Instead of resolving the issue, they refused to take responsibility and told me to deal with ***, which is not my obligation.Customer Service Failures: I DO NOT have my package and after seeing the *** delivery photo, I stated numerous times that it was not my building, yet customer service ignored my statements and kept repeating the same questions. I was promised an investigation and told *** would contact me within 5-7 daysthis never happened. I requested written confirmation of the investigation, which they never provided. After following up again, I was told *** could not reach me, and New Balance would take no further action. They are refusing to take accountability and expect me to handle this with ***, which is unacceptable.Resolution I Am Demanding: A full refund or an immediate replacement of my missing items. A commitment that New Balance will take responsibility for lost orders instead of shifting the burden to customers.I have already disputed the charge with my bank and am filing an FTC complaint for deceptive business practices. If New Balance does not resolve this, I will publicly share my experience to warn other ************* Balances refusal to provide a solution after multiple attempts to resolve this is unacceptable. I expect immediate action.

  Business Response

  Date: 04/17/2025

  We are sorry this customer's order was not received. When packages are marked as delivered by ***, but the customer states it was not received, New ********************** takes many steps to thoroughly investigate the delivery of the package with ***. Part of the investigation process taken by *** is to contact the customer. If they are unable to get in contact with the customer, *** will close the investigation. This customer was informed the investigation had been closed by *** due to their inability to reach them, but was not asked to contact *** or work directly with them at any time. New Balance took all available steps to investigate the delivery of this customer's order, and this customer was refunded for their lost package on 3/21/25. 

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [Thank you for the update.
  
  
  I did eventually receive a refund from New Balance on 3/21/25, but I did not receive meaningful support prior to that. The companys current message, sent weeks after my original complaint, is the first detailed response Ive received. While I appreciate the refund, I do not agree that many steps were taken to resolve the issue. I was never contacted by ***, nor was I asked to participate in the investigation, and the lack of timely communication was frustrating.
  
  
  Ultimately, I consider the matter closed due to the refund, but I am disappointed with how the situation was handled overall.
  
  ]
  
  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: 04/28/2025

  We appreciate this feedback and will truly use this to improve experiences for all customers in the future. 

• Initial Complaint

  Date:03/20/2025

  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 tennis shoes for my 15 month old daughter on February 8th. The tennis shoes cost $48.36. My daughter has been walking since she was 10 months old, and we decided to finally buy her a pair of quality shoes that would last her a long time. After owning the shoes for only 1 month, the right shoe velcro is no longer sticking thus causing her shoe to come off whenever she walks. I reached out to the company to see if a replacement shoe could be provided. They said only a return could be done, but that would leave her shoeless for a few weeks and with cooler spring weather I'm not ok with that option. One of the representatives that tried to "help" me told me that since my daughter is 15 months old, she doesn't need tennis shoes yet anyways. I was appalled that a company would not fix a problem when it is so clear that their quality is not worth their cost. I was also appalled that they would stoop low enough to commenting on whether or not my child needs a pair of shoes based on her age! To fix this issue, the least they could do is replace the shoes. I shouldn't even be wanting a replacement after how I was treated by this company, but with an increase in cost of everything, we aren't wanting to spend money on another pair of shoes when this could easily be fixed by the company.

  Customer Answer

  Date: 03/31/2025

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

  Business Response

  Date: 04/03/2025

  We are truly sorry to learn this customer was not satisfied with the ********************** they purchased for their child. While we do require products to be returned for a credit to be issued and we are unable to send out single item replacement orders, we have alternative options available to help expedite this process which were not explored by our customer support representative. We have reviewed the service provided by our support team and it is not in line with our commitment to total customer satisfaction. We have processed a full refund for this item and are truly sorry for this experience. We will take steps to improve in the future. 

  Customer Answer

  Date: 04/07/2025

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

• Initial Complaint

  Date:03/11/2025

  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.

  Ordered a pair of sneakers 2/27 for my sons birthday 3/7. No contact since, annoying promise of shipment from ****** at archiveresale email address means business is run by others. Not sure if this is legit. Would like the shoes but not willing to wait for ever. Will not order again.

• Initial Complaint

  Date:03/11/2025

  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.

  I purchased a pair of New Balance shoes from ***** New Balance Outlet website. (1) Shoes was advertised as "unisex" but clearly was a MENS shoe and arrived 2 sizes too big. (2) I spent an additional $19.76 to ship item back Priority ********** Tracking #**** 5301 0935 5109 0607 11. (3) I have not received an email confirmation of receiving my return and (4) contacting them by phone is fruitless as the only info. given on the voiced recording is their return address. Phone number is: *************. I am out $125.00 + $20.00 =$145.00 and no way of moving forward.

  Business Response

  Date: 04/11/2025

  While we were unable to locate any communication with the customer, we found order ********* has been returned and fully refunded on 3/11/2025. Per the return policy listed on the ***** New Balance Outlet site, as we are an outlet store and dedicated to keeping our prices as low as possible, we are unable to provide free return shipping.

• Initial Complaint

  Date:02/28/2025

  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 placed on online order with New Balance on Sunday 2/23/25. Within a few minutes of placing my order, it was cancelled by New Balance. I reached out to customer service and they said it was cancelled in error. I asked when the hold on my funds would be released and they said by Thursday. Its now Friday and I still havent received any refund. I just want the hold taken off my funds or to be refunded or whatever. Its been almost a week and their customer service has been completely unhelpful and rude.

  Business Response

  Date: 03/04/2025

  We apologize for any inconvenience experienced. New Balance reversed the authorization on 2/25/25. It may take up to 7 business days for the funds to be reflected in the customer's account, depending on their bank's processing time. We encourage this customer to reach out to their bank for further assistance as we have actioned this on our side. We hope the bank is able to verify the funds have been released. 

• Initial Complaint

  Date:02/28/2025

  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.

  Ive got an order U08776797 which was supposed to be delivered on 02/27. At the time of delivery I wasnt home but Ive got the message about successful delivery. When Ive got home, there was no packages in the area on the picture from carrier. Someone must took the packages and stole it, cause my neighbors didnt see anything. What a shame company cant even open the claim with ***. How about what to do for the customer who paid money and didnt get the product?

  Business Response

  Date: 03/07/2025

  We are truly sorry this customer's package was stolen. A *** claim is only an option when successful delivery has not been made. While we certainly empathize and wish the package had not been stolen, New Balance, in accordance with our onsite Terms and Conditions, is not responsible for theft after delivery. We encourage customers to use a *** Access Point or sign up for *** MyChoice for future online orders to help prevent package theft. 

  Customer Answer

  Date: 03/07/2025

  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. 

  Can you please tell whos responsible then?

  youre leaving customer alone with the problem. I cant create a claim cause its senders privilege.  And how would you rate your customer service based on that? Would you want to buy again from yourself? 

  
  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,

  Aksana

   

   

• Initial Complaint

  Date:02/21/2025

  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.

  Bought a pair of shoes for almost $180. They were advertised as durable, high quality shoes I got low quality garbage that fell apart after 8 days of work wear. I was told they would give me store credit so I can buy a different pair of low quality shoes pretending to be high quality.

  Business Response

  Date: 02/25/2025

  While the customer contacted New ********************** within 45 days of purchase, the item is no longer in new condition per the return policy stated on the site. As a one-time courtesy, we've made an exception to allow a refund to the original form of payment within 14 days of the item being received by the warehouse.

  Customer Answer

  Date: 02/25/2025

  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. 

  It's a manufacturer's defect on an advertised sales point. I do not want a full refund that will take almost a month to be made whole. I just want 25 to 30 refunded to pay for my new insoles. 

   

   

  
  

  Business Response

  Date: 02/26/2025

  The customer was offered a full refund to the original form of payment once the item has been returned after they were not happy with the gift card refund option. The customer has refused this offer as well, but we do not recommend the customer continue to wear the item that has prematurely broken down. We request the customer return the item using the free return label provided so our team can review the product. The customer has also been offered a discount on their new order for the inconvenience. If the customer does not return the item, we are unable to refund the order.

  Customer Answer

  Date: 03/03/2025

  The response is still not satisfactory as they offered a refund but failed to refund me the sales tax on the product, they have no claim to the sales tax and as per California laws they have to return said sales tax. As they continue to play games it seems I may need to take legal action.

  
  FAQ
  
  Regards,

  Jacob