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:05/01/2024

  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 called New Balance to tell them that the shoes have ripped 8 times since I bought them (and Ive had to sew them up each time). (I paid $90 for them at Discount Shoe Warehouse.)They sent me a coupon for 90. *** tried numerous times to use it both on the New Balance site and at Amazon and it never works.

  Business Response

  Date: 05/02/2024

  The email the customer received with the coupon code gives direction on how to use the code. It can only be used on newbalance.com. It cannot be used in store or on Amazon. It has been confirmed that the code still works and the customer has been given additional directions and screenshots to help them use it.

• Initial Complaint

  Date:05/01/2024

  Type:Sales and Advertising 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.

  Order:U02345880 Case number: ******** I placed an order for 2 pairs of New Balance 9060 shoes about a month ago. Unfortunately, the order seems to have gone missing, and since then, I've been patiently waiting for assistance. As a veteran dealing with pes planus syndrome, these shoes were important for my daily activities. I've reached out to multiple agents regarding this issue. Initially, they advised me to file a claim through **** but I encountered difficulties with their system and informed them about it. Despite this, I never received any follow-up and had to contact them again for assistance. Upon reaching out again, the agent apologized for the lack of communication and eventually managed to file the claim for me. It's disheartening to experience this from such a reputable company. Now, I've been waiting for over two weeks for a resolution, all while facing impending bills and payments. At this point, I simply request a refund from the store. Please do not do a disabled veteran dirty.

  Business Response

  Date: 05/02/2024

  It is our goal to help locate the customer's package when they report lost packages that tracking shows has been delivered. Typically, the process is to allow *** the full timeframe to deliver the package. Then if the package still hasn't arrived, New Balance will initiate a claim with *** to see if they can find where it was lost and get it delivered. In this instance, the customer is a *** My Choice member which prevents New Balance from starting a trace so the customer was advised to start the trace. The trace was started on 4/19/24 and can take anywhere between 8-15 business days to complete. While the trace results have not been received, we fully credited the customer's order as a courtesy for the inconvenience on 5/2/24.

  Customer Answer

  Date: 05/02/2024

  [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:04/25/2024

  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 started a new job last May and needed a new pair of shoes so I placed an order on 6/27, however my old shoes were falling apart and needed them asap so I ordered another pair off Amazon. I was fine with having 2 pairs because I've been wearing this shoe for over 5yrs. I got the ones from amazon and totally forgot about the ** order. The other day I got online to order more and saw on my account that I never recieved my order. I called ** and the agent said nothing they can do because *** doesn't have the shipping info anymore. I called and talked to another agent and his supervisor said that ** couldn't prove that they even shipped them or that I ever recieved them and would create a case. The ** site shows that they were paid and never delivered. The next day another agent emailed me and said nothing they could or would do. I chatted with another agent and said they would do lost package track. The ** site shows clear as day that I paid for them and them they never got delivered. Asking for refund or just resend the order. I know it took me a long time to catch it and I own up to it now ** needs to own up on there end. I've worn nothing but the 928V3 for years and have been nothing but faithfull and have told everyone about how awesome they are. There are better shoes that are more expensive but worth it if this is the new standard at **

  Business Response

  Date: 04/26/2024

  The customer purchased ********* on June 27, 2023 and did not reach out to the customer service team until 4/23/24 to report it. For lost packages, our goal is to help locate the order and make sure it's delivered to the customer. *** tracking numbers are only available for 120 days which prevents us from researching what happened to the package. Without this investigation, it is against our policy to credit customers for lost packages. We kindly request customers reach out within a reasonable time for us to help. On 4/26/24, as a one-time courtesy and gesture of goodwill, we have issued a $165.45 eGift for this order per the desired settlement listed on the complaint.

  Customer Answer

  Date: 04/26/2024

  [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:04/23/2024

  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.

  My son bought a pair of NB Classic 574 sneakers on December 19, 2023. He paid $90....and per usual....the quality is c*** He has only worn these maybe 35 days to school and back home or to an outing with work/family. The right sneaker on the right outer side is torn out from where the tread meets the fabric of the shoe. This should not happen at all!!! These companies need to be held accountable for their high pricing and crappy product!! He has about 8 pairs of shoes that he rotates through wearing....and these still look great minus the HUGE HOLE!!!!!!!! SHAME ON YOU NB!!!! No more business from us.

  Business Response

  Date: 05/10/2024

  On 4/25/24, New Balance reached out to the customer via email to gather more information about their experience and product. The customer has not responded to the email. On 5/10/24, we resent the email and await his response to determine a resolution.

• Initial Complaint

  Date:04/08/2024

  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 ordered an item from their website that I did not receive. Instead of issuing a refund I was given the runaround by multiple agents and told that New Balance would not be held responsible. Order number U02263963

  Business Response

  Date: 04/09/2024

  On 3/29, the customer contacted customer service for a package that *** showed as delivered but they have not received. On 4/2, the customer service team initiated a *** claim to investigate their lost package. The *** claim was closed due to *** not being able to contact the receiver. On 4/9, the customer was credited $85.59 for their lost package as a one time courtesy as the tracking proof of delivery photo confirmed delivery at the shipping address listed on the order.

• Initial Complaint

  Date:04/07/2024

  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.

  Ordered two pairs of shoes, which was delivered in two separate boxes/shipments rather than one box. I needed to return both, but online return only allows one label. I called ***************** to request two shipping labels as I would use the boxes they came in to ship them back. NB rep said that they don't do that, I needed to find my own box big enough to return both pairs of shoes. Nowhere does it say in the return policy that this must be done. Other online retailers that send out multiple shipments will accommodate by having their *** labels divided due to multiple shipments, so it's known that *** can do this. I'm happy to return items in their original packaging, but that should also include in the boxes it came in the first place. This is my first experience purchasing directly through NB. I am very disappointed by NB policy. Most customers do not go out and buy larger boxes simply to return items-- we expect that you give us a large enough box (or are able to perform the basic courtesy of creating multiple return labels based on the number of boxes you shipped the original order in when requested). I'm requesting a store credit of $10 which would cover the cost of going out and buying a cardboard box large enough to return these two pairs of shoes, as well as gas/mileage.

  Business Response

  Date: 04/12/2024

  We've been unable to locate any previous communication from the customer. The customer's order was delivered from 2 different warehouses - one in *********, one in *********** In order to help keep your product and packaging from becoming damaged during transportation, we put products in packaging that fit the size of the product being shipped. This also helps reduce waste. We've emailed the customer and offered resolution options for this issue, but have not received a response.  

• Initial Complaint

  Date:04/01/2024

  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 made a purchase in store on 3/14/24 to be sent to my home. I received an email on the same day saying that my order shipped. Every time I track, it only says label created. I called customer service but they only deal with online orders.It's been two weeks and they still have yet to provide the item to *** so that the product can be sent to me. It is almost impossible to get in contact with the store and when they do answer the phone, they have an attitude and give misinformation. The first time I was told to wait until the beginning of last week and if there's nothing call back. There was obviously nothing so I called back on 3/28. The associate that answered the phone heard me mention a refund and gave the phone over to her manager ******* who answered the phone with an attitude and then told me she would send the email out, they would get back to her by the end of that same day or the next day. Today is 3/30 and it is over two weeks since I made the purchase, the tracking is still saying label created with no update. I called the store again and the associate who answered the phone told me that they will also send out an email. Once I mentioned that ******* already told me that, she said she doesn't see any emails sent out and that that department reaches back out really fast. She told me that she will definitely send an email out today but they are not open over the weekend and they won't respond until Monday. I don't trust their word and at this point I feel like they are trying to keep my money and the shoes.

  Business Response

  Date: 04/02/2024

  On 4/1/24, the customer's in ********************** order was considered lost by **** Since no other units are available, the store is not able to send another pair and the customer was refunded as soon as the package was confirmed lost. 

• Initial Complaint

  Date:03/18/2024

  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 purchased a shoe from them in my normal size not realizing that I needed to go up half a size. I wore them once on a short walk and felt discomfort. I reached out to the company to ask for an exchange for a half size larger. I have been a loyal client for 20 years and **** was very dismissive and unhelpful. I placed a recent order which I will be sending back for a refund as well as never doing business with New Balance again.

  Business Response

  Date: 03/22/2024

  We have reviewed your interactions with our team and understand this customer recently contacted us to return a purchase from the end of July as the shoes did not fit, despite having been ordered in their normal size. We understand the frustation caused due to the age of the order as we are unable to accept these shoes back or issue a refund. We understand at times orders are unable to be returned within our standard ****************************************************************************************** this case, due to the age of the order, our systems are unable to process a credit, which is the reason we are unable to allow a return. We credited this customer's new order 25% as a courtesy and apology for the poor experience. This is not an accomodation we are normally able to offer in this situation and was offered as a good will gesture for a loyal and valued customer. We also recommended this customer explore a trade in of this item with NB Reconsidered. We hope these gestures will restore this customer's faith in our brand. We do always recommend trying shoes on immediately when purchased to ensure they can be returned within the return time frame as communicated by the retailer or website where consumers choose to shop. 

• Initial Complaint

  Date:03/15/2024

  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.

  Order placed on 7/11/23 $109.99 spent Sneakers were delivered I initiated a return, received a shipping label, and sent the package back. *** confirmed the package was received by the warehouse. I never received communication regarding the receiving of the package nor information regarding my refund for the sneakers. I reached out to customer service multiple times and never received any emails following to confirm they had spoken with me or created a ticket. My most recent call ended open-ended with the customer service rep telling me they would forward this case to another department. I have not been contacted by any department at any point and have not received a refund for my order and now I have no product. So they have my money and the sneakers.

  Business Response

  Date: 03/21/2024

  We truly apologize for the delay in processing this customer's return. When she reached out for support, her case was closed in error while being researched. This resulted in the return not being processed as it should have been. While we are unable to issue a refund due to the time that has past since the order was placed, we have issued a $140 coupon to be used towards her next purchase on our website. The return would have had to have been received in our warehouse within 45 days of purchase for the original form of payment to have been credited. This return was recevied a little more than 4 months after the order was placed. We do hope this resolves this for this customer. 

• Initial Complaint

  Date:03/15/2024

  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 bought a pair of extra wide sneakers on 11/2/23 for my disabled son. With the holidays and the "special" size order shoes I patiently waited for them to arrive, but they never did. I contacted New Balance on 3/8/24 and told them how I never received my order and told them how their website showed the shoes were never delivered and they told me they could do nothing. They instructed me to dispute the charge with my bank. I called my bank who said they could do nothing since it is past 60 days and that the New Balance manager named ***** who instructed me to dispute the charge with my bank should of known that by law the bank could not dispute the charge past 60 days. I was on the phone with my bank for over an hour. An hour of my busy life wasted. I called New Balance back on 3/13 and spoke to *** ***** who promised that ******* would get back to me right away and make things right. I have yet to get a call so that is why I am filing this complaint. As you can see by my uploaded pics even the New Balance website shows that my shoes have not been delivered and are in fact merely "pending." *** doesn't recognize the tracking number posted on the New Balance website. I think I have been more than patient. I have been a loyal customer of New ********************** for many years either purchasing the shoes directly or through amazon so I am very disappointed to be told that there is nothing New Balance can do. Don't even get me started on how New Balance has stopped making numerous pairs of shoes that my son wore. We struggle to find shoes that fit him and have been waiting on these shoes for months.

  Business Response

  Date: 03/20/2024

  We are sorry to learn this order was not delivered within 5 business days as expected. The order was placed on 11/2/23 and the tracking details had expired so we were unable to confirm the status of the delivery or ask *** to investigate the shipment. As an exception, we have issued a full refund to this customer as a good will gesture on 3/18/2024. We do request going forward any delivery issues to be brought to our attention immediately so we can take the needed steps to ensure a timely resolution. If we are unable to confirm with the tracking details that the order was not delivered, we will not be able to refund any future orders for this reason. 

  Customer Answer

  Date: 03/20/2024

  [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,
  
  ***************************