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Business Profile

Retail Shoes

New Balance Athletics, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

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

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New Balance Athletics, Inc. has 9 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/27/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 shoes from New Balance on July 23rd order number U03870246. My order is showing delivered to a different location so I chatted with customer service on Friday July 26th. The agent told me that she was unable to process the refund, but that she was sending it to her supervisor to process it. I get an email saying theyre doing a 15 day investigation. I will post screenshots from the chat, but I told ****** I wasnt waiting 15 days and she said the supervisor would do the refund in 2 business days. Now I got ****** on chat again the next day and shes essentially calling me stupid saying I misunderstood her, but the chats dont lie. I want my refund processed asap.

      Business Response

      Date: 07/30/2024

      When customers contact about not receiving a package and the tracking shows it has been delivered, it is New Balance policy that an investigation is started with *** to help locate the package in hopes it can still be delivered. This process can take up to 15 days, but is generally quicker. On, 7/27 the trace was started and on 7/29 the trace was closed due to *** not being able to contact the receiver. After further investigation, it has been determined the package is lost and the customer was refunded on 7/30.

      Customer Answer

      Date: 07/30/2024

      I understand there is a process, but when you have an agent tell me that Im going to be refunded then that is what I expect. Also, *** never contacted me. Regardless, thanks for my refund. 

      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:07/26/2024

      Type:Product Issues
      Status:
      Answered
      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 Im contacting for my order U03888919 this has never arrived I have shown multiple proofs to them *** told me to contact new balance been 12 hrs new balance still wont budge on refund I want a refund asap

      Business Response

      Date: 07/30/2024

      Based on the delivery photo on *** tracking and the ****** street view of the shipping address listed on the order, we can confirm this package was delivered as addressed. We began an investigation to help locate the package, but *** was unable to contact the receiver. We've emailed the customer and attached photos of the delivery compared to a photo of the address listed on the order. New Balance is not responsible for theft after delivery and encourage the customer to reach out to local law enforcement for help.

    • Initial Complaint

      Date:06/07/2024

      Type:Product Issues
      Status:
      Answered
      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 is U03183894. I never received the order and I contacted the seller. I was told that *** would have to investigate and that customer service would contact me from new balance. A week went by, past the amount of time the representative gave me and I had not heard back. I contacted new balance again and was told they *** closed my case because they were not able to reach me. *** never contacted me. The representative told me that the case would be reopened and to give it a few more days. A few more days later and I had heard nothing again. I contacted new balance again and was told the ***, again, closed my case and said they were unable to reach me. They never contacted me. Again, this representative tells me that they have to reopen the case again. This is a joke and they are dragging their feet to refund me my money. I want my refund and I'm done waiting. I asked to speak to a supervisor and was told that the supervisor would have to call me. No one called me. I want my money back.

      Business Response

      Date: 06/10/2024

      It is always our goal to help locate a customer's missing package. On 6/2, the customer contacted customer service to report their package was delivered but they did not receive it. On 6/3, a *** trace was initiated to try to locate the package and was closed with the status that *** was unable to contact the receiver. While traces can typically take 8-15 days to complete, the customer has been credited $149.99 for their missing item as a courtesy for their experience.

    • Initial Complaint

      Date:06/05/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      New Balance was supposed to replace my 608 running shoes because the leather cracked. I had a credit. I had to open some sort of online account which I could not open to create the account. Otherwise I had to pay shipping and put my credit card number in. I do not give my credit card on line for fear of Identity theft which is up 200% since Covid. I asked for a supervisor. I was told one would call me back within 24 hours. I do not want to wait. Dealing with these people is frustrating. I want my new shoes and I want something for having to jump through all these hoops.

      Business Response

      Date: 06/06/2024

      On 6/6, we provided the customer with a troubleshooting email to help the customer place the order without having to enter credit card details or pay for shipping. The customer requested a phone call from a supervisor after receiving the email. The supervisor was able to place the order for the customer while on the phone. 

    • Initial Complaint

      Date:05/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 son has flat feet and has been using New Balance shoes for the last 10 years.We bought the M1540BK3 model in 2023 for him. The shoes started ripping near the lace closure area. We bought the same model on Feb 09, 2024. The store associate saw that the old shoe was ripping and offered a 10% discount and asked us to come back to the store if we experienced the same problem again. The new pair of shoes started ripping at the same spot within a few weeks. We went back to the store on April 27th for support with the ripping shoes. The service personnel refused to provide any assistance with the ripped shoes, since it was past 45 days of purchase. We've been visiting this New Balance Store at ************* for the last 10 years for my son and I am very disappointed with the service. These shoes are $160 and I expect them to last at least for a year. We reached out to New Balance on their website, but didn't hear back from them.

      Business Response

      Date: 05/28/2024

      After searching our system with the customer's name and contact information, we were unable to locate any communication with our team. On 5/25/24, the customer has been emailed requesting additional information about their experience. This information will help determine a resolution for the customer and provide some educational wear tips for the issues they're experiencing.

    • Initial Complaint

      Date:05/17/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 is #U02711173. I ordered these shoes on 04/24 and I provided my full address for delivery with my unit number. My ordered was delivered 04/27 and left in my lobby (for anyone to grab). There was a 7 hour difference between the time I got home and the delivery. Once I got home, the package was no longer there, presumed stolen. My lobby does not have cameras however, my actual door does. The package was NOT brought up to my door, there is a picture on the tracking with *** leaving it in my lobby, not at my unit. I called *** Balance to let them know and they opened my investigation on 04/28 and said *** will be contact me. *** never contacted me. I work from home and always have my phone available, they never called or emailed. I called again on 05/17 and *** Balance told me they will have to reopen the investigation since it closed and I will have to wait for *** to contact me - I find that very upsetting since they never contacted me in the first place. *** Balance should take responsibility because they used a delivery carrier in which did not deliver my shoes to my unit like I have in my delivery address! Why would the delivery service leave shoes that cost $150 in a lobby in a big metropolitan city with such a high crime rate??? I hope *** Balance helps because I am not happy and have never had to deal with such a lengthy process.

      Business Response

      Date: 05/20/2024

      The customer contacted customer service on 4/28 to report a package they believed was stolen out of their apartment's lobby. It is always New Balance's goal to help locate lost packages and recommend the customer contact local authorities or renter's insurance for additional help. While New Balance is not responsible for theft, the customer has been refunded as a one-time courtesy.

      Customer Answer

      Date: 05/20/2024

      [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:05/13/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 # U02854970 I order two pairs of shoes from new balance on 5/3/24 on 5/8/24 I received an email saying they were delivered but I never received them. On 5/13/24 I contacted new balance on chat and was given the run around with two different agents. The first said theyd have to file a claim with *** in 5 business days. The other said there was nothing they could do and I should issue a chargeback with my bank. This agent was extremely rude! I filed a chargeback with my bank today and this company had lost a customer. I have no ********************** and am out of $215

      Business Response

      Date: 05/14/2024

      On 5/13/24, the customer contacted the customer service team regarding a lost package for order U02854970 that was shown to be delivered 5/5/24. The customer was advised to give *** the full delivery time frame necessary to deliver their package and to contact back on 5/8/24 if they still have not received it. On 5/13/24, the customer contacted the customer service team again because they still did not have the package. The customer confirmed the *** proof of delivery photo was in fact their residence with the house number showing in the photo. The customer was advised that since they confirmed the package was delivered as addressed on the order that the package was likely stolen. The customer was advised to work with local authorities and to dispute with their bank. While the goal is to help customer's locate stolen packages, New ********************** is not responsible for theft.

      Customer Answer

      Date: 05/14/2024

      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. 

      this is a lie . My package was shown delivered on 5/8. I contacted the company on 5/13 through chat and somehow talked to two different people through the same chat. The first person said the whole *** speech and said Id have to wait a few more business days to even file a claim with *** but then the second person told me to dispute it with my bank. I have proof of these conversations in screenshots. 

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

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

      FAQ

      Regards,

      Angel

       

       

      Business Response

      Date: 05/21/2024

      While it is always New Balance's goal to help customers locate lost packages, New ********************** is not responsible for theft. The customer was provided screenshots of the *** proof of delivery photo as well as a matching ****** street view image of the shipping address listed on the order. It is very clear that the two photos match and the package was delivered as addressed. Since New Balance does not have the ability to reship orders, as a one-time courtesy, the customer has been credited $215.78 for their order.

    • Initial Complaint

      Date:05/09/2024

      Type:Product Issues
      Status:
      Resolved
      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 April 16, 2024, I purchased three pairs of shoes on New Balances official website, the total was $224.16. The order (#U02578241) was shipped in three packages. According to the tracking information, one package (tracking #1Z0248920304359623) was delivered to my apartment building and left in a hallway in front of someone elses door. I came back home and was not able to find the package. I contacted NB customer service and they submitted a claim to *** for investigation, and I havent heard back from them since. The other two packages (tracking #: 1ZF4W4400315240011, 1Z0248920304348840) were delivered to a *** store instead of my residence. The *** store is located in a sketchy area, the two boxes I picked up had strong weed and pee smell on them, as well as obvious wet contaminated spots. I didnt want to bring them inside of my home where my kids are so I left them outside of our door. I contacted NB customer service on April 21st, and all they did was to send me an email and ask me for pictures. After I sent all the pictures, they promised to reply within 7-10 days and its been 18 days, still no response. I sent another email on April 23rd, telling them that they can send someone to get the packages for inspection if needed, still no response. Followed up again on May 2nd, still no response. On May 3rd , I received a refund of $85.85 from NB, and I dont know which package was refunded. I am requesting a full refund for the lost/damaged packages.

      Business Response

      Date: 05/10/2024

      On 5/3, the customer was refunded for the lost item WL574QD2 5.5-B with tracking number 1Z0248920304359623. On 5/10, since New Balance is unable to schedule a pick up, the customer was provided with two shipping labels to return the items they did not want to keep so they may return them for a full refund. Returns are processed within 14 days of the warehouse receiving the items.

      Customer Answer

      Date: 05/10/2024

      We have recently moved to a new residence and I did not bring those contaminated packages with me. They are left outside of that apartment and its not my responsibility to retain packages with bio hazards. Even if we were still at the previous location, I would not touch those packages again. You can have someone whos willing to pick up the boxes covered with pee and weed. This has taken ridiculously long for your company to even reply me. I am requesting a full refund. 

      Business Response

      Date: 05/13/2024

      As previously stated, New Balance does not have a service to come pick up the unwanted items and the customer was provided shipping labels to send them back. The customer could have generated these labels themselves on our returns page when they were received and determined unwanted. As a one-time courtesy, the customer has been refunded $138.31 for KCCOCOQU 10.5-M and NW327FE 8-M. Any other items the customer wants to return will need to be received and processed by the warehouse.

    • Initial Complaint

      Date:05/08/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 February 25th 2024 I purchased $532.35 worth of shoes. And I received everything BUT ONE PAIR OF SHOES that were worth ******. All of my other items were shipped together except the missing shoes. It took long to receive updates on this one item. It was supposed to be delivered March 1st I allegedly received March 4th. I tried to reach out to new balence who sent me to **** and kept giving me the run around. The lady from **** literally yelled at me and told me oh well it says delivered! The package was wrapped in a brown box with new balence tape all over it. I filed police report like I was told I have all my receipts reports and footage from my apt complex. The officer told me he cant tell of the person who dropped it off took it back based off the footage and that he didnt see anyone on the rest or the grounds with my package. *** asked new balence to compromise with me and reship item to store I will come pick up. I havent heard anything back. I am truly upset to take a loss like this. I am a single mom and I spent a lot of money. I truly wanted the item no money back. A dishonest person wouldve said I didnt receive anything. My other package did not have photo proof. Nevertheless I think its kind of silly to but tape on the box that lets people know whats inside! New balence should have a better system to ensure that you get your items. Being as though it was a large purchase I feel like signing for the package shouldve also been required. This protects both you and the customer. Police report was filed in the county associated with my address I have attached the filing number. Ive also attached customer service communications and communications from my landlord to obtain footage.

      Business Response

      Date: 05/09/2024

      While New Balance is not responsible for stolen packages delivered as addressed on the order, the customer has been refunded $149.99 for their missing item as a one time courtesy. We do not have the ability to reship the item and ask that if the customer still wants the item, they reorder. If the customer wants to sign for packages to prevent theft, that is something they have to set up with ****

      Customer Answer

      Date: 05/10/2024

      [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. Going forward I will not patronize, wear, refer promote or recommend your brand because youre not BBB accredited and it speaks volumes about this brand not valuing their customers. 

      Regards,

      **********************

    • Initial Complaint

      Date:05/06/2024

      Type:Product Issues
      Status:
      Answered
      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 was canceled twice without any real explanation given. The email stated that it was canceled and the pre-authorization will come off. When I called the representative said it was a billing issue and didnt provide another option. It wasnt my bank because I used a different card the second time. I feel like I was systematically targeted by the company.

      Business Response

      Date: 05/07/2024

      The customer's order was canceled because there were some mismatching details that caused the order to cancel including the billing and shipping address being different. This is often caused by extra information in the shipping address, such as a duplicate street name, or a missing house number or street number. The customer was not charged for their order and can place a new one at their convenience.

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

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