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.

  #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:10/31/2024

  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.

  I have two issues. I visited the **************************************** outlet. I was told the ***** When I got home, two pairs of the shoes were not BOGO even though she told me it was. 2.When I was at the store, she ordered some shoes for me.. She said if they dont you ship them back with no problem. Well that was a lie. I called customer service they said they dont give shipping labels from the outlets stores. Then I called the outlets and they said I they dont do shipping labels either. I live 3 hours from this store. It is so ridiculous of the process of returning shoes. I finally got a supervisor who said he was going to talk to regional manager. I have yet to hear from the manager. I will never by from New Balance from an outlet ever again.. **** and ****** process is much easier and customer service in ********************** and on phone are so much better and easier to talk to. I just need to return these shoes. They are too big.

  Business Response

  Date: 11/04/2024

  While we do not have information about individual store promotions and cannot return items purchased in stores as we are not on the same system as the store, we've passed the customer's information and experience to the retail team and they should be reaching out to help resolve the issue soon.

  Customer Answer

  Date: 11/21/2024

  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. 

  My issue has not yet been resolved with New Balance. An alleged manager emailed me and I responded but I have never heard from her again. For this to be a big business, thus is ridiculous.
  Thanks
  Y ****** 

  Business Response

  Date: 11/21/2024

  While we do not have access to the store manager's conversation with the customer, we've passed the update and experience to the retail team and they should be reaching out to help resolve the issue soon.

• Initial Complaint

  Date:10/23/2024

  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 two months ago, expecting a smooth experience. Unfortunately, it has been anything but that. After multiple emails and phone calls (3-4 times), I was consistently told that the order was being processed and that their system was down. However, throughout this period, I could see the same items available both online and in stores. After two months of waiting, my order was abruptly canceled due to "unavailability," despite the items still being stocked at my local New Balance store. My order was placed through my employer, providing me a discount, and I asked if I could apply that same discount in-store due to their inventory issues. Their refusal to accommodate this simple request left me extremely disappointed.What is the value of offering a company discount if orders aren't fulfilled? I was never informed of the item's unavailability in time, and now the window for using my employers discount has closed. Given that this error is entirely on New Balances end, I believe I should be offered the discount in-store for my inconvenience. This situation has soured my experience, and I hope New Balance reconsiders how they handle customer satisfaction and loyalty.

  Business Response

  Date: 10/25/2024

  While the item was not available on our site, and we did everything in our power to find stock, we do not have the ability to change orders to be picked up in store. As a one time courtesy, the customer has been provided a promo code to place a new order on **************.

• Initial Complaint

  Date:10/22/2024

  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.

  I came to the New Balance Camarillo Premium Outlet store around 10:30a, October 21, 2024 to purchase shoes. When I came to the counter, the sales lady (I believe she may have been the manager) told me she can not process the gift card that I have because theyre off line. When I asked if I can use my credit card, she said yes. Then when I asked how they can process my credit card but not the gift card, she merely answered that the gift card connection has been down for several days and the other sites are having the same problem. This does not sound right as I just had my Columbia gift card balance checked that morning. Also why didnt the store get the problem fixed on the first day. I am almost certain that the store just did not want to honor the gift card. I believe this is deceitful practice, people are buying gift cards from them that the store is essentially not honoring. I live one hour away from the store and the corporate office should hold the store accountable for this fraudulent practice.

  Business Response

  Date: 10/25/2024

  We have passed your feedback to our ***************** team for review. Please expect follow up within the next 1-2 business days.

• Initial Complaint

  Date:10/21/2024

  Type:Sales and Advertising 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 ordered shoes for my husband from New Balance. The shoes displayed on their website had a flag on the back of the shoe. The **990v6 newest Edition has a flag on the back. I received the shoes with the ** on the back of the shoe and are an older inferior model. There are many reviews stating this online.We reached out to customer service and were told that they would send an email that we could attach the pictures of the shoes that we received. The customer support person acknowledged the differences between the two shoes. Once we received the email we attached the pictures and then New Balance responded that we did receive the correct shoes and if we didnt want them they had attached a return slip to print. We then emailed them back to let them know that they did not attach the return slip and I once again displayed my displeasure about them sending old and inferior shoes at full price and stated that the company is misrepresenting the shoe by showing pictures in their website with the flag on it and then sending shoes from an older stock with the ** on it. The only response I received was an email stating that they now attached the return slip. Which I already had from going into my account and printing one. We are in the process of returning the shoes via **** My biggest complaint is that New Balance is continuing to distribute inferior shoe to customers for full price and they are misrepresenting the public by displaying the newest version of the **990v6 on their website and then shipping the older version inferior model with the ** on the back We have always chosen New Balance for its quality and comfort. We feel deceived and misrepresented by New Balance because they are selling old merchandise at full price and misrepresenting the style. All we wanted was for them to switch the older model for the newer model that was advertised. We want the public to know what is going on and for New Balance to stop misleading their customers.

  Business Response

  Date: 10/25/2024

  The version of the 990v6 received by the customer is not an inferior model. Per the Product Details listed on the site, "Styles produced after Summer of 2023 have a flag emblem at the heel, in place of the flying New Balance logo. Because of overlapping stock, you may receive either version with your order." While we cannot guarantee the customer will receive the flag logo on the shoe, if the customer requires this detail, we recommend visiting a New Balance store to ensure the correct item is purchased. As a one-time courtesy since the return tracking shows the item has been received at the warehouse, we have refunded the customer for this order prior to processing by the warehouse.

  Customer Answer

  Date: 11/03/2024

  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. 

  There is nowhere on the website that states you will get either model. The picture clearly shows the flag and there is no picture of the ***  This is still misrepresenting the product.  Since New Balance has closed many of the their full retail stores, the closest full retail store is 4-5 hours away.  So there is no way to visit a store to ensure that we are getting a new product.  An item that sits in a warehouse for over a year in my opinion is not a new product and would be inferior.  There are many reviews on the older model not being up to the ** standard.  
  The biggest problem is that they are not willing to ensure that you are getting the product that is pictured on their website and their unwillingness to fix it.  They should make this known on their website by showing both pictures and writing a disclaimer under product details.  So since they do not this is misrepresentation.
  

  
  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: 11/08/2024

  As previously stated, per the Product Details listed on the site, "Styles produced after Summer of 2023 have a flag emblem at the heel, in place of the flying New Balance logo. Because of overlapping stock, you may receive either version with your order." A screenshot of the product page has been added with the highlighted section for reference. Feedback has been provided to the site team for consideration.

• Initial Complaint

  Date:10/15/2024

  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.

  On 08/26/2024 I placed an order for a pair of Pink Haze 9060 New balances in a size 4.5M. Order number U04512048. My order was suppose to be delivered on September 3, 2024. My package was delivered empty and looked like it had been squished. I tried to explain this to customer service. I was told that an investigation would take place and after completed, I would be refunded. After the investigation was completed I was told that my package was delivered. After waiting almost a month, a supervisor emailed me and I was ordered to respond within two days. This is becoming ridiculous. As of 10/15/2024 I have neither the shoes that I ordered, nor a refund. I will continue to escalate my issue until it is resolved.

  Business Response

  Date: 10/18/2024

  When the customer originally reported the delivery issue it was not clear that the package had been delivered damaged. The information received indicated the package had not been received at all. As there is a delivery photo attached to the tracking details for the order, this was the reason we initially replied with delivery confirmation. 
  
  Our team reached out for photos of the damaged package after it was clarified this was the issue, because *** requires these photos to investigate a damaged package claim. The email sent stated once the customer provided the pictures, our team would reply within 1-2 buesiness days. It was not our internt to require the customer to provide us with the photos within 2 business days. 
  
  While the delivery photo does not show any damage to the package when delivered, we have processed a full refund as a courtesy and to apologize for the poor experience with our team. We pride ourselves on delivering Total Customer Satisfaction and certainly missed the opportunity to provide that to this customer. 

• Initial Complaint

  Date:10/08/2024

  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 returned two pairs of sneakers, it was confirmed that the items were received in the warehouse. I still have not received my money back and its *** over a month.

  Business Response

  Date: 10/09/2024

  On 10/8, we confirmed delivery of the return and issued the refund of $219.98. The shipping fee was not refunded as the shipping service was provided in the appropriate time.

• Initial Complaint

  Date:09/25/2024

  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 returned items for order u04607334 and u04473497 and the company is refusing to refund me for the items. I have provided tracking numbers associated with the order returns and have yet to have anybody call me back or refind me. They have blocked my number now.

  Business Response

  Date: 09/26/2024

  After reviewing all the customers orders, we noticed that the customer has returned nearly every item ever ordered, many of them being the same item in the same size. All these orders and returns make it difficult to distinguish what has been received and with what order. We were able to confirm the return of items on orders U04607334 and U04473497 and the customer has been refunded. 

  Customer Answer

  Date: 09/26/2024

  [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:09/18/2024

  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.

  July 17th, 2024 I made a purchase for a total of $1208.32 Newbalance.com. After purchasing I noticed the shoes were cheaper on other seller marketplaces and decided to cancel my order but noticed too much time had passed since the order was placed, so opted with returning my order instead. After a long and tedious and return process I contacted ** in regard to my refund and was told to allow 14 business days of receiving your return in order for us to process the refund. However, upon reaching far beyond this timeframe with no response email I began to worry. Several weeks later and multiple attempts at reaching out to resolve the issue, it seems due to my purchase amount being too high, management will need to get involved to manually review and process this refund. It seems as if customer service has no empowerment here and as a buyer Im jumping through hoops trying to get a response from "higher management. I have talked to multiple customer service agents and hear the same thing, due to the amount there is nothing I can do, however usually management takes 3-5 business days to review cases. It has now been over a month since my order has been returned and I haven't received ANY email correspondence and am extremely disappointed in my shopping experience with *** I expected better with such a well known shoe company. I want future shoppers to be wary when placing orders with New Balance and take into consideration that you may never see your money back if you make a return that is too high of an amount. I cant understand why ** would not clearly state this in their return policy or just inhibit online returns altogether to avoid this issue. I would not recommend purchasing from ** online after this experience. I'm looking to receive my refund from ** or some time of correspondence letter regarding this case and am hoping BBB can assist me with doing so. I alone dont have a big enough voice or platform to reach the ** order management team.

  Business Response

  Date: 09/26/2024

  While researching all the return tracking numbers, we noticed several of them were not delivered to the New Balance warehouse. We had to reach out to our warehouse to confirm if they received the items. On 9/25, the customer was refunded for the remainder of items on this order. 

  Customer Answer

  Date: 09/26/2024

  [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:09/17/2024

  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 made a purchase on New Balance 8/22/24, the order # is U04432223. Purchase amount is $725.91. I returned my order over 14 days ago (tracking #: 1Z46R28Y9003271858 ) and Ive yet to receive my refund. When talking to customer service its been continuously escalated with no resolution. Im continuously given the run around on why they wont process my refund. I need help! I feel like Im being robbed.

  Business Response

  Date: 09/24/2024

  We have reached out to the warehouse to request what was received for this return and have attached the findings. The warehouse received an empty envelope and no items on the order. If the customer returns the items, they will be refunded within 14 days of the items being received.

• Initial Complaint

  Date:09/16/2024

  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.

  tracking number=1ZF4W4400305026165 Purchase date:Sep 8 2024 On September 9, 2024, 10:03AM email received that my sneakers were shipped Via companies site and information provided by chat support: Your package is Delivered Wednesday SEP 11On September 15, 2024, 1:06PM email received that socks were shipped My concern is, I have received part of my order. 1 pair of sneakers and both orders of socks. However, one of my sneakers werent delivered. The confusion is Im not sure if they were processed or still in process. I keep checking the website and it reads part of my items are in process. I tried to contact the company for support on 9-16-24 and chatted with ******* who was very dismissive and rushed me without probing me for any clarity. The representative asked me to check with my neighbors for a pair of sneakers I dont believe the company sent. The representative opened a ticket- advised wait two business days but refused to disclose what was included in the ticket request. I tried to clarify what was missing but the representative closed the chat. I attempted to confirm what was included in the tracking number provided and ******* refused to confirm. Every 30 seconds the representative tried to brush me off and I am concerned that case will not be reviewed properly based on the absence of clarification from the representative. If the business cannot fulfill my purchase, I am requesting a refund. ******* L (9/16/2024, 11:23:16 AM): Did you check with your neighbors as well? ******* L (9/16/2024, 11:23:48 AM): You will be contacted within 2 business days by an email with un update. ******* L (9/16/2024, 11:23:58 AM): Your case number is:03990175

  Business Response

  Date: 09/23/2024

  We have reviewed the chat conversation with the customer and agree the appropriate information was not gathered by the agent. We reached out to the customer to try to confirm which item they have not received, but the customer has not provided this info after being asked for it several times. If the customer provides this info, New ********************** can start a trace with *** to help locate their missing package. If the customer does not provide this information, there is very little we can do to assist.

  Customer Answer

  Date: 09/23/2024

  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 # ********.

  Prior to reaching out to BBB I reached out to the company directly, spoke with a representative who completed a case on my behalf. I have not received any updates on the case. I have received a direct email from leadership, stating

  I've also reviewed the tracking information which confirmed all the shipments were received by "******" and the shipping address. It seems to be a ***** car dealership and not a residence. This could be the reason for your lost package as there are many people at the business that could have taken it. 

  which seems to be a personal opinion.  I have also received another email requesting personal pictures.  

  I have asked the company a number of times to disclose what was shipped to me. They have not confirmed if all 4 items were shipped to me under the same tracking number 1ZF4W4400305026165 because I was advised there should be another tracking number for a separate shipment. This issue is not because of the recipients address, or a fault of **** This issue is due to the companys shipping warehouse sending me socks, marked as sneakers. 

  Regards,

  *******

   

   

  Business Response

  Date: 09/25/2024

  The customer was sent 3 emails by New ********************************************* leadership over the course of 2 days (9/18-19) requesting to confirm which item they had not received as the notes and previous conversation was confusing. On 9/24, the customer confirmed which item had not been received. On 9/25, the customer was provided a credit to their order for the missing item as well as the tracking numbers for the other items on their order.