Business Profile

Retail Shoes

New Balance Athletics, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/09/2025
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.
On January 23, 2025, ***** *******, with assistance, placed an online order for a pair of sneakers with New Balance. Order #U08220453; purchase price $154.99. *** shipped order to wrong house. New Balance initiated an investigation and concluded the delivery was indeed sent to the wrong house. New Balance claimed *** attempted to contact ***** ******* about the wrong delivery and never received an answer, so New Balance closed the investigation. No such attempt to contact ***** ******* was made via phone or email. The attached photo shows the package was delivered to a house with a white door; *****' front door is green.Moreover, ***** has attempted to issue a claim directly through the *** website, but received a message that such a claim cannot be initiated due to the seller's arrangement with UPS.Finally, this complaint is initiated at *****' request by *** ********, a senior volunteer advocate with the PA Montgomery County HEARTH (Helping Elderly Adults Remain in ************************* ***** qualifies for such services because of his ********** and special needs. He has no mobile phone, internet or email. His home phone number is listed above. ***** email is ***************** and mobile number is **************.***** requests a refund on his debit card for $154.99.
Business Response
Date: 02/10/2025
We have confirmed the package was delivered to the incorrect address by *** based on the delivery photo and credited the customer's order $154.99.
Customer Answer
Date: 02/10/2025
[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:02/07/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally express my dissatisfaction with the return experience I had at your ************ location (*******************************************) on February 6, 2025.I initially entered the store to purchase a pair of shoes for my son. While my initial interaction with the store representative was unhelpful, I proceeded to make the purchase. However, shortly after, I found another pair of shoes at a different store in the mall that my son preferred. I returned to the New Balance store to return the unworn shoes, as the receipt clearly states: Refunds honored on unworn merchandise returned within 45 days of purchase with receipt.When I presented my receipt to the same store representative, I was told that I needed to provide my personal email address in order to process the return. I pointed out that this requirement is not stated anywhere on the receipt or in the return policy displayed at checkout. Despite this, I was informed that per New Balances policy, I could not receive a refund unless I provided my email address.I find this policy to be both extreme and unreasonable. Forcing customers to provide personal information in order to receive a refund contradicts the terms stated on the receipt and violates consumer trust. Furthermore, there was no notice posted in the store or on the receipt indicating that an email address is required for refunds.I believe this practice is unfair and misleading to consumers. I kindly request clarification on this policy and an explanation as to why it is not disclosed in your written return policies. Additionally, I would like to know how New Balance plans to address this issue moving forward to ensure transparency and fairness for its customers.
Business Response
Date: 02/07/2025
We're very sorry to hear about your experience in the ************ Factory Store. While our online store is unable to process returns for purchases made in store as we do not have access to their system, we've forwarded your feedback to our retail team. They will be in contact with you soon to help resolve this issue.
Customer Answer
Date: 02/07/2025
[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:01/28/2025
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 bought a pair of new balance shoes they were to big returned them **** They don't issue exchanges so I bought another pair the size I needed. As of dec 5 I haven't received a refund for the first pair I have the *** tracking number and it shows they received the shoes
Customer Answer
Date: 02/08/2025
I have not heard from the business in response to my complaint. Or received a refund for the items I returned..
Business Response
Date: 02/14/2025
We were unable to locate any communications with our customer service team regarding this issue. We've requested the order number, style number of product, and *** tracking number that was returned so we can research this issue.
Business Response
Date: 02/14/2025
We were unable to locate any communications with our customer service team regarding this issue. We've requested the order number, style number of product, and *** tracking number that was returned so we can research this issue.
Initial Complaint
Date:01/11/2025
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 shoes on 12/31/2024 and just received them yesterday 1/11 and they sent the wrong shoe model in the wrong size and wrong color. Tried calling in and no one will pickup. I work fulltime and do not have the time to go somewhere to use a printer and print out a shipping label and ship back. Need help getting the correct shoe or they can just refund me. This is unacceptable
Business Response
Date: 01/15/2025
We are very sorry this customer received the wrong item. Our records indicate he has been in contact with our ************* team and provided photos of the incorrect item. The photo of the label provided was blurry and the team could not read it, resulting in them requesting the picture to be sent again. However, that will not be necessary. We have processed a full refund for this order. The item received does not need to be returned and can be donated or disposed of as the customer prefers.
Initial Complaint
Date:01/02/2025
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 two pairs of new balance glasses from ******* of Centereach, ** for my son for over $370. The frames have repeatedly broken over and over again in the same spot. ******* has replaced them several times - perhaps six times or so and they continue to crack. They are not being abused - one time they cracked in my hands as I was simply washing them. Othertimes the lens will just fall out whlie my son is wearing them and we see they are cracked again. While ******* did their best to help, the glasses are now out of warranty and nevertheless the issue persists. I had to go and purchase two new pairs of another brand that cost me another $370 because we had to purchase new lens since they are not the same shape as the new balance ones (we tried to find a match and there weren't any). I tried reaching out to New Balance several times since ******* told me there was no more that they could do but New Balance has not responded. I tried contacting them again today and they said there is nothing they can do. I am seeking $370 in reimbursement for the fauly glasses.
Business Response
Date: 01/03/2025
While New Balance does not carry eyeglass frames and any warranty details would be handled by *******, we have requested the original proof of purchase from the customer to research if anything can be done to help.
Customer Answer
Date: 01/06/2025
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.
While I am satisfied that NB is reaching out to help, I am still pending receiving the requested documentation from ******* and therefore this case should not be closed. The manager said she would contact me when the documents are ready. She has not contacted me yet and is not there today. I will follow-up with her tomorrow.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business Response
Date: 01/07/2025
New Balance is still waiting for the customer to respond with the original receipt. Even though New Balance does not sell this product and the warranty goes through the retailer, we will research to see if anything can be done once received.
Customer Answer
Date: 01/08/2025
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.
While the company is being responsive to messages, there is no resolution to-date.

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:12/23/2024
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 went into a *** store with a package to return to new balance and a package to return to ********* *********, through no fault of my own the *** associate mislabeled the packages and both were sent to new balance, because the packages are marked as deliver *** can not fix the problem New balance refuses to return my package despite the item having my correct return address and cost to me
Business Response
Date: 12/24/2024
The customer admits in this complaint that *** mislabeled their packages. While New Balance is not responsible for this error, we have contacted the warehouse to see if the item is still there. If it is found, the item will be sent back to the customer. If it is not found, we recommend the customer escalate with *** for assistance.
Initial Complaint
Date:12/01/2024
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 travel for a living and bought a pair of 574s in ******* on October 13th, 2024, and after 5 weeks of light use my new shies tore due to defective workmanship. I followed the New Balance return policy that it states I can return it to ANY store. On the official website, when selecting a store I can return it to, it shows I can return it to ************************************* in **************, *****This store on 11/29/2024, contrary to New Balance website instructions, refused to accept the shoes for returns, stating that they are independently owned and I have ti go back to ******* where I bought it from. I might not ever make it back to that store I because of how much I travel. I left my brand new, torn shoes at ************************************* in disgust and said I would never purchase New Balances again. Id like a refund, at the very least.
Business Response
Date: 12/03/2024
The New Balance site refers to purchases made on the site, not in store. While store purchases can be returned to any New Balance store, the online store and the physical stores are not on the same sales system so the customer service team is not able to provide a refund or exchange. The customer service team proposed for the customer to send pictures of the issue and offered an alternative solution in lieu of a refund, but the customer refused. Since the customer left their receipt and item at the store, the customer's information and experience has been passed to the Retail team for assistance. The customer should be contacted in the next few days.
Initial Complaint
Date:11/26/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned my order, the refund order was processed by New Balance, but I still did not receive my refund.
Business Response
Date: 11/27/2024
On 11/4, the customer was refunded $242.76 for the U998RE M9 / W10.5-D that was received and processed by the warehouse. The other pair of shoes received by the warehouse was from another brand, **********. The photos of what was received has been shared with the customer and attached. We are unable to provide a refund for items that are not on the order. When the customer returns the correct item ******** M9 / ********, they will be refunded. New Balance is not responsible for items returned in error.

Customer Answer
Date: 11/27/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[i have returned the order, and the refund was processed. After my inquiry, New Balance first claimed the package was missing and open investigation, later they claimed that I returned a wrong item. This is out of my control. I ask them to issue full refund. ]

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,
Hekang

Business Response
Date: 12/03/2024
The customer has been refunded for the ****** M9 / ******* which was received with this return. While the return was temporarily lost, the customer has been provided photos of what was received by the warehouse. The warehouse received UnderArmor shoes, not New Balance shoes. New Balance is not responsible for the customer returning the wrong item and cannot provide a refund unless the correct item is received.
Initial Complaint
Date:11/21/2024
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 have worn New Balance 574 since highschool well I recently purchased a new pair and when I got them home there was a size 8 1/2 and a 8. I contacted Dicks and they told me that its New Blance responsiblity they came directly from their warehouse. I ended up twisting my ankle bc of the different sizes. Dicks told me they would support me anyway they could in court because this is ridiculous. I contacted New Balance and they blamed me for the different sizes said I should've tried them on. Why? I've had 6 pairs of the same exact shoe but blaming me its disgusting. If they don't make this right and send me the 81/2 which was written on the box, I'm going to sue them for millions. I won't go away and refuse to be treated like this. The law is the law!!
Business Response
Date: 11/22/2024
The customer reached out to our team regarding mismatching shoes they received from *********************. Our team suggested they need to work with Dick's as that is where the item was purchased. The team at Dick's should not have told the customer that the ********************** came from our warehouse as that is not the case. Shoes sold in other retailer's stores do not come from our warehouse. As customers try on ********************** of different sizes in stores, they could have easily been accidentally switched and put back in stock that way. Since ****** sold the mismatching shoes, they should have taken care of this for the customer. As a one-time courtesy for the trouble, while we're unable to provide a refund since the purchase was not made on our site, we provided a promo code to purchase a new pair of 574s on our site to replace the mismatching pair as requested.
Initial Complaint
Date:11/10/2024
Type:Order 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 brand new pair of 520 comfort ride shoes from your outlet store in ******** in june. I then deployed overseas im in the military so I am just now gettingback and able to try them out. They are very uncomfortable and falling apart after one day of usage so I would like to return them please. If you can please provide me a return tracking number to mail them back. I dont have a receiptso i'm hopingyou can provide me a gift card. I know I am past the return period but please understand my situation that I have been overseas for many monthsin the military. I have tried to contact customer service and they have not provided me a solution.
Business Response
Date: 11/12/2024
After reviewing the photos of the shoes, it was determined that there is no quality issue because the customer could not provide a photo of the issue. Since this pair was not purchased on our site, we do not have the ability to issue a refund or provide an exchange. Even though the customer was assisted per the New ********************** policy, an exception was made to provide a discount code for a new purchase on our site as a one time courtesy. In the future, if the customer does not find their ********************** to be comfortable, we encourage them to contact the original retailer for help.

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