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:08/25/2024

  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.

  On August 11th, I ordered shoes from New Balance with order number U04232626. I spoke with customer support on Friday, August 19, even though my item appears to have been delivered but I haven't received anything at my address. The representative informed me that she will forward the refund to her supervisor for processing since she was unable to handle it herself. Then they informed me that they would be looking into it. After the agent informed me that it would take five to seven days for an investigation, I told her that I would not wait seven days for an item that I had not received. The supervisor then assured me that the reimbursement will be processed in two business days. After two business days, I still haven't received. The next day, I went on chat again, and they were basically calling me dumb and saying I didn't understand them, Please process my refund right away.

  Business Response

  Date: 08/27/2024

  Per the *** tracking, on 8/20, the package was delivered to the customer. On 8/22, a lost package investigation was initiated with *** to help find the package and get it delivered to the customer if found. We must give *** the allotted time, 5-7 days, to complete their investigation. On 8/27, the customer was credited for the lost package.

• Initial Complaint

  Date:08/24/2024

  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 ordered a pair of running shoes thru New Balance Athletics. My order came and it was completely the wrong item vs what I ordered. I have contacted New Balance and have sent pictures as they requested. They are dragging their feet and saying they are reviewing. I mean I ordered an elite running shoe and received a lifestyle shoe you would wear around home. It shouldn't take much time to review. I just want a return label so I can return these worthless shoes and get a refund. I just cannot get a response or anything from them.

  Business Response

  Date: 08/27/2024

  We've confirmed the customer received the wrong item and credited the customer's order in full. We've also sent the customer a return label and provided a Free Shipping code for their next order.

• Initial Complaint

  Date:08/22/2024

  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.

  I signed up for NB's email newsletter for a 20% off link and when I received the link, I get the following error: ********************************* Cookie Too Large nginx The *** is: ******************************************************************************************************************************************************************************************************************************************************************************************************************** Since the link isn't working, I am unable to make my purchase. I reported this to customer service via chat today and ********** was unable to issue the 20% off or put me through to her supervisor (it will take 2 business days). I am requesting that I receive a 20% off code/coupon to use for any pair of shoes.Screenshots of email and website that didn't work included.

  Business Response

  Date: 08/22/2024

  The customer has been provided a new discount code and was able to place an order. Please know some items are excluded from promotional discounts. Those styles can be found here: ********************************************************.

  Customer Answer

  Date: 08/22/2024

  [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:08/19/2024

  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.

  Order #U04109263 On 8/5/24 I placed an order with new balance. On 8/9/24 it was delivered but picture of the delivery was not my home. I reached that same day and was told to wait until 8/14. On 8/14 I was told someone will get back to me in 2 days. When that didnt happen I reached out again on 8/19. I was told to wait 2 days again.

  Business Response

  Date: 08/20/2024

  It is always New Balance's goal to help customers locate their lost package. Even though the *** photo proof of delivery clearly show the package was delivered to the apartment number listed on the order, the customer has been credited for their lost package as a one-time courtesy.

• Initial Complaint

  Date:08/19/2024

  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.

  See pdf below

  Business Response

  Date: 08/20/2024

  On 7/8, the customer reached out for a sizing issue that caused blisters from order U02621661. The customer declared they didn't care about our policy and demanded his return be accepted. The customer was given an exception by issuing a proactive eGift before the warehouse received the return as a one-time courtesy. The customer was recommended to visit a ********************** to ensure correct size and specific shoe needs were met. New Balance thrives to provide accurate and helpful information when requested. The customer referred to the vegan list that was provided as "fake". While the customer may feel like they were not given accurate information previously they were given the information that was available at the time. On 7/23/24, the customer received a very generous $350 promo code for their experience. Since the customer requested further research, on 8/1/24, an updated list of vegan shoes was provided by the product team and passed to the customer. The customer questioned the legitimacy of the updated list and demanded to know what internal processes and policies have changed to prevent this moving forward. While our team tries to answer customer questions to the best of our abilities, we are not able to share our internal protocols or procedures. The customer has been reassured several times that the information provided is accurate, up-to-date and has been told that if the promo code is not used before it expires at the end of the year, it will not be reissued. The customer has been provided many exceptions and courtesies and all information available. We have nothing further to offer the customer.

  Customer Answer

  Date: 08/21/2024

  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. 

  The reason I had to go to the BBB was because you are and continue to be so glib about the situation surrounding the veracity of the latest list from NB. I have received similar lists from NB in the past and they turned out to be false. I am as perplexed by your not being able to grasp the importance of that fact, as I am about your disinclination to bring the problem to the attention of NBs upper management. You do not seem to be seeing the sharp, not vague, irony of this situation
  
  Trust? I demonstrated my loyalty to NB by going out of my way to buy six (6) pairs of NB shoes, only to learn by chance that I was lied to by NB about those 6 pairs of shoes actually being vegan friendly. Arent you at all concerned about what this says about NBs attitude toward the vegan community? Is this just good old fashioned inertia, or does NB have some policy that a lackadaisical attitude towards vegans wanting verifiable vegan-friendly shoes will only end when we make up 10% or 15% of the exercise community? 
  
  As I continue to get blisters from the latest NON vegan-friendly shoes (that a previous list told me was vegan-friendly), I am again asking you to escalate this to someone in upper management that I can communicate with about this. NB has a real ethical problem surrounding this issue, but you are not treating it as such. 
  
  Sincerely,
  
  ***********************;  

  Business Response

  Date: 08/21/2024

  We've apologized profusely that the customer was provided incorrect information in the past and understand this information is important for the customer. We've explained that we cannot do anything about the wrong lists in the past, and confirmed this new list with our product team is correct. We have provided everything possible in this situation. The issue has been discussed with upper management and it is agreed that we have done everything in our power to assist the customer. The case is considered close on our end.

  Customer Answer

  Date: 08/28/2024

  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. 

  ** is so big that their right hand does not know what the left hand is doing. As I noted in my complaint, ** employees were astonished (who told you the shoes were vegan friendly) that somebody within their own ranks had told me that the ** shoes I previously were vegan friendly when they were not. 
  
  And please remember that I also made my buying decision on whether or not a particular ** shoe made it onto a vegan friendly list that ** itself created. We are back in a cycle of ** telling vegans that something is vegan friendly when it isn't. Unless this goes all the way up to the very top of ** management, this will never be resolved. In other words, vegans will continue to be mislead and ultimately **s reputation with vegans will be damaged.
  

  
  

• Initial Complaint

  Date:08/16/2024

  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.

  On July 24 2024 I created a account with new balance in order to purchase a new release shoe. Upon creating account I added my credit card to the wallet so the purchase can go through smoothly, as the shoes were a limited edition I placed my order U03883100 and paid in full and since that day I've been trying to remove my card from the wallet and it won't delete. I called 4 times ( 7/26/24,7/26/24,7/31/24,8/13/24) spoke to 4 different reps a manager called (8/1/24)and till date no resolution. I want my card removed from the wallet I've used 2 phones ****** browser safari browser labtop Bing browser Firefox browser to try and delete card and nothing one employee went as far as saying she doesn't know what to tell me 3 others plus manager say they are escalating issues to IT department and nothing this is terrible and I'm tired of getting the run around. Next step is to file a claim with attorney General and bring to media why can't I delete my card I owe them nothing what kind of scam are they running why my card can't be removed am I the only customer experiencing this issue.

  Business Response

  Date: 08/16/2024

  The site has been going through some updates and a ticket has been created to resolve this issue. We offered to deleted the customer's account and they agreed.

  Customer Answer

  Date: 08/16/2024

  [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:08/13/2024

  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 purchased a pair of New Balance sneakers and the left sneaker in-soles is damaged and is hurting my foot. I called their customer service department and was told that I would have to purchase a set of in-soles and that they could not send me a replacement in-sole. The model # of the sneakers is MT410LR8. size 10. extra wide. I only want a new in-sole, please assist me since I am not receiving any satisfaction from the company.

  Business Response

  Date: 08/14/2024

  While we were unable to locate any communication with our team, we've emailed the customer so we can learn more about their experience and requested photos of the product to determine a resolution. New Balance does not sell the insoles that come in the shoes separately.

• Initial Complaint

  Date:08/13/2024

  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.

  My order number U04046613 was considered lost in transit by **** I have documentation from *** confirming that the item was deemed lost. I previously contacted New Balance, and I received two emails advising that a refund would be issued. Also the picture of the front door provided by *** is not of my residence. However, after following up, I was informed that there is no current determination on when the refund will be processed.Given this situation, I am requesting a full refund of $159.94 to my **** ending in 1465.Thank you for your attention to this matter.

  Business Response

  Date: 08/14/2024

  After reviewing the proof of delivery photo provided on the *** tracking, New Balance was able to confirm the package was delivered as addressed. It was confirmed by researching the shipping address listed on the order in ****** street view and comparing it to the *** photo. The *** photo clearly shows a birdhouse on the porch and the same birdhouse can be seen in the ****** street view. New Balance is not responsible for theft after delivery and encourages the customer to work with their local law enforcement for help.

  Customer Answer

  Date: 08/14/2024

  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. 

  [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
  

  I am rejecting this response because:
  
  The information provided by New Balance is both incorrect and false. The picture provided by *** does
  not show the front door of my residence. I have submitted a picture of
  my front door as requested. Additionally, New Balance has failed to
  acknowledge the emails from their customer care team, which stated that
  the package was lost in transit. Furthermore, their company promised a
  refund in 2 separate emails, but this refund has not been issued.
  
  Regards,
  
  *************************

  
  Regards,

  Rj

   

   

  Business Response

  Date: 08/15/2024

  The picture provided by the customer claiming to be their front door is actually a picture of the side door next to their garage. This screenshot was provided to the customer from ****** street view and matches what they provided. The front door on the *** tracking photo matches the front door on ****** street view. This was also provided to the customer. As a courtesy, the customer was issued a refund on 8/14. The refund can take between 2-5 days to post in their account.

• Initial Complaint

  Date:08/12/2024

  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 ordered shoes in the new balance website but called to cancel and was told I would see the refund in my account within two hours. I never received confirmation of cancellation, nor a refund, nor the shoes. The company took my money and provided me with nothing.

  Business Response

  Date: 08/13/2024

  At the time the customer contacted our team the order had already been allocated to the warehouse, and at that point, we are unable to cancel the order. Our system is automated to ensure quick shipping for our customers. The order will be delivered back to the warehouse to avoid the customer having to return the item, and we've refunded the order proactively as a courtesy.

  Customer Answer

  Date: 08/14/2024

  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 # ********. The refund they claim to have issued showed up in my account as pending and then disappeared this morning. I have a transaction for the purchase but no refund and no shoes. As far as I'm concerned I've been a victim of fraud.

  
  Regards,

  *****

   

   

  Business Response

  Date: 08/14/2024

  The customer was contacted by a ********************** supervisor and was assured that the refund has been processed. Typically refunds can take 2-5 days to show in the bank account. The customer was provided a phone number to contact if the refund has not been received by Friday 8/16/24.

• Initial Complaint

  Date:07/30/2024

  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.

  to express my deep disappointment with the recent customer service experience at your shoe ************************* 7/25/24, I called your store and encountered a very rude and dismissive salesman. This incident is unfortunately not isolated; I am aware of several documented complaints from other customers regarding similar issues with your store's customer service.Moreover, during my attempt to resolve this issue, I was informed of a policy that was later contradicted by information from your corporate office. This misinformation has caused unnecessary inconvenience and frustration.As a loyal customer who values honesty and transparency, I find it unacceptable that your store would misrepresent policies and fail to provide adequate customer service.In light of these issues, I request immediate corrective action to improve customer service standards at your **********************. Additionally, I urge you to ensure that all staff members are properly trained and informed about store policies to prevent future misunderstandings.I would appreciate a prompt response to this complaint and a resolution to the issue I encountered. Please contact me at [your phone number] or [your email address] to discuss this matter further.Thank you for your attention to this serious concern. I look forward to your prompt response and action.

  Business Response

  Date: 07/31/2024

  The customer's feedback has been passed to the store for review and resolution. The customer should expect to be contacted regarding their experience in the next 1-2 business days.