Business Profile

Retail Shoes

New Balance Athletics, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:02/29/2024
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.
My order U01837032 has been marked as delivered since yesterday the 28th of February but I still havent received it. The picture attached to the tracking number doesnt even look like my lobby which I reported to customer service today the 29th. I am now being told to wait 15 business days to hear back which I will absolutely not be doing. I paid nearly $200 for a pair of shoes that I shouldve received by now without issue but havent and am now being told to sit around and wait while we hold your money. This isnt acceptable nor ethical whatsoever. Its 2024 most online orders are delivered the same week at the latest but New Balance is telling me to wait 15 business days for an update? No way refund me my money and I will happily take my business elsewhere. I am barely able to get by in this economy and ordered a pair of shoes for work just for New Balance to steal my money.
Business Response
Date: 03/01/2024
The customer contacted customer service on 2/29 for a package they did not receive despite the tracking showing that it had been delivered. When a lost package occurs, New Balance initiates a *** trace with the goal to track down the package and get it delivered so the customer doesn't have to place another order. New Balance must allow *** the time it takes for them to complete this investigation which can take 8-15 days. The customer will be contacted with the results of the trace as soon as they are completed.
Customer Answer
Date: 03/01/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I will dispute this transaction with my bank today. Ridiculous and unethical practice by this business
[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,
Ash

Business Response
Date: 03/04/2024
On 2/29, the customer was provided the process on lost package investigations. As previously mentioned, the goal of the process is to locate the package and get it delivered so the customer does not have to place another order. If the package is not found, the customer will be refunded when the results are complete.
Customer Answer
Date: 03/05/2024
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 in the BBB complaint process.

I have disputed the transaction with my bank and provided this Stone Age excuse to why the company refuses to provide a solution. I am not getting interest for my money being held nor my work shoes being delivered so I will dispute with my bank. Ridiculous company

FAQ

Regards,
Ash
Initial Complaint
Date:02/29/2024
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 for the first time on the new balance website on 2/17/2024 it was a birthday present for my children the sneakers were sold out everywhere so I gave new balance website a go because they had them in stock I was very excited because my kids had been asking me for the sneakers for awhile but i just couldn't afford it at the time I saved up money and I finally purchased the shoes the total cost was ****** I received an email stating the shoes had shipped I kept tracking them and finally on Thursday 2/22/24 they were set to arrive so I had my door wide open anxiously waiting for the *** delivery because I did not want my children to see the package I track the package once more and to my surprise the shoes were marked as delivered with a picture as proof I immediately call new balance and speak to a customer representative and explained to her how I've been waiting for the package and now it was marked delivered but I hadn't received it the lady told me to keep calm it was sure a mistake sometimes *** provides pictures of other deliveries but it doesn't necessarily mean it was mine I was told to wait until the following Tuesday 2/27/2024 and if I hadn't received the package to give them a call back well today is Thursday 2/29/2024 and after speaking to a representative I was told they would file a claim on my behalf and I was to wait up to ******************************************************************************************************************** transit otherwise I had to appeal and wait longer so here I am ******$ short my kids without a birthday present it was my first time ever shopping online with New Balance they didn't offer me a reshipment or anything I just have to deal and pay for someone else's mistake I am so ANGRY but also so sad for my babies I'm a single mom just trying to make miracles happen for my kids SHAME ON YOU NEW BALANCE!
Business Response
Date: 03/01/2024
On 2/29/24, the customer contacted customer service to report not receiving their package and a *** trace was initiated. The goal of the *** trace is to locate the package and get it delivered to the customer so the customer does not have to place another order. While it can take up to 15 days, it is normally much quicker. On 3/1/24, the customer was refunded for their order as the package was not located.
Initial Complaint
Date:02/29/2024
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 11/26/2023 I purchased a pair of shoes at NB ******* to replace a pair that was tearing apart withing a few months. So the new shoes - different model - started tearing apart withing less than 3 months after the date of purchase. I contacted NB customer service, and they asked me for pictures, receipts and my contact info to send me a return label. Not even an hour later, I got another email from NB stating that because I did not purchased the shoes online, somebody from the correct department will contact me to advice how to proceed in 2 to 5 business days. Well, it has been more than 5 business days and nobody contacted me. I called again and the agent said the only thing she can do was to contact the correct department and let them know, and I should wait a couple more days for them to get back at me.
Business Response
Date: 03/01/2024
Since the New Balance online store is not connected to our physical stores, it is not possible for the online team to refund the customer. The customer has accepted a $75 coupon offer which covers the price of the shoe they purchased at the store.
Customer Answer
Date: 03/01/2024
[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,

*****************************
Customer Answer
Date: 03/05/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I accepted the resolution of my complaint, and New Balance sent me a coupon to redeem on a new pair of shoes. But, today when I placed my order, the promo code was not applied to it. I contacted their customer service by chat (I attached the transcript) and they confirmed the coupon was not applied to my order and my credit card was charged for the whole amount. I requested a cancellation of the order and asked if I was able to use the coupon on another transaction. Their answer is no, somebody will contact me in 2 more business days and provide me with a new coupon.
Business Response
Date: 03/05/2024
The customer placed order ********* on 3/4/24 using the coupon code provided. Per the email that was sent to the customer with the coupon code, the "code is valid for one-time use only on www.newbalance.com." Since the coupon did not apply to the order in error, the customer was told a new coupon code would be sent out for their canceled order within 2 days. The customer's coupon has been replaced via email on 3/5/24.
Initial Complaint
Date:02/25/2024
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 placed an order on 1/27/24 order number is U01509533 and was told my package had been sent out received tracking everything. On 2/5/24 i received an email stating my order was marked as delivered and met with customer which is false i opted to wait a few days as sometimes it marks as delivered and the next day show well in this case it never did. I reached out to new balance told me they would open a claim to investigate and someone would reach out to me its been over the 15 days and still no answers. This is absolutely horrible considering the fact that that i spent $161.61!!!
Business Response
Date: 02/26/2024
On 2/26/24, the customer was refunded $161.61 for their lost package.
Initial Complaint
Date:02/23/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On January 31 2024 I purchased 2 sneakers totaling $109.98.When I did not receive the package I called New Balance and was told it was delivered, however the address is one that doesnt belong to me. I do not know how it got into their system. Until I went to look for the sneakers I had never been to this address. I have purchased over the years many sneakers and never was it shipped to that address. I also can't get from *** or new balance proof of a signature that they say they have to show that I received the items. Since I did not give them this address I am asking them to reimburse my money for the lost sneakers.
Business Response
Date: 02/23/2024
While the package was delivered as addressed on order U01534582, we have credited the customer in full as a one-time courtesy.
Initial Complaint
Date:02/19/2024
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.
I purchased a pair of New Balance from the SHOE ***** These shoes caused a few blisters and calluses due to the left shoe being improperly made. The ********* said I needed to contact New Balance directly. I was told I would receive a refund check of $75 when I first called in October 2023. After a few weeks, I called New Balance to find out where the check was and was told no check was sent out but they could offer a coupon I could give to the store for another pair. The store couldn't accept the coupon and I called NB again, where another agent stated the coupon is only good for online purchases. After some difficulty with the coupon being accepted through their website, I requested a manager. A few attempts of getting a manager, one was able to push the coupon through but the wrong pair was ordered. Speaking with ****, a manager admitted on a voicemail on Jan. 18, 2024, "The sole doesn't look like the item we market on the website." (I have the voicemail saved that states this quote of the mismarketing).
Business Response
Date: 02/20/2024
Since the customer purchased through an external retailer, The ********** and not the New Balance website, we do not have the ability to reimburse the customer. While the customer was given incorrect information regarding a check being issued, the customer was compensated with a coupon so they could replace the shoes on 10/3/23. Per the email with coupon code, New Balance coupon codes are valid for one-time use only on www.newbalance.com. They cannot be used at external stores. Due to the customer receiving the wrong item in order U00830859, the customer was issued a new coupon on 1/18/24 which has not been redeemed. The customer is not due any further compensation.
Customer Answer
Date: 02/20/2024
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 business admits they gave me the incorrect information but failed to acknowledge that the incorrect sneakers were posted on their website. After all of the misinformation I was given by NB, I should be given a refund since they apparently do not carry the type of sneaker I originally purchased and the last pair that caused me pain and injury. Please Advise.

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: 02/22/2024
Since the original purchase was made at The ********** not the New Balance website, it is not possible to refund the customer. The customer would need to return to the retailer for a refund. Order U00830859 was placed using a coupon which has no cash value so we are unable to refund the customer as there is no form of payment associated with the order. The customer's coupon has been replaced as the only option available for compensation.
Customer Answer
Date: 02/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

I purchased a pair of New Balance from the SHOE ***** These shoes caused a few blisters and calluses due to the left shoe being improperly made. The ********* said I needed to contact New Balance directly. I was told I would receive a refund check of $75 when I first called in October 2023. After a few weeks, I called New Balance to find out where the check was and was told no check was sent out but they could offer a coupon I could give to the store for another pair. The store couldn't accept the coupon and I called NB again, where another agent stated the coupon is only good for online purchases. After some difficulty with the coupon being accepted through their website, I requested a manager. A few attempts of getting a manager, one was able to push the coupon through but the wrong pair was ordered. Speaking with ****, a manager admitted on a voicemail on Jan. 18, 2024, "The sole doesn't look like the item we market on the website." (I have the voicemail saved that states this quote of the mismarketing).

The reason why I reject their response, in addition to the above, is because:

1. I was directed by the store that this was a manufacturer's defect and that I needed to pursue the matter with New Balance.
2. New Balance associate accepted the responsibility by issuing me a coupon and not wanting me to return the defective shoes.
3. Said employee advised me it could be used in the store.
4. When that wasn't true, I called New Balance and was informed that it could only be used on their website.
5. Their website wouldn't accept the coupon.
6. After several attempts to contact a supervisor, one was found who pushed the coupon through on her end but ordered the incorrect shoe.
7. Called again and waited for a response from another manager, ****, who admitted on voicemail, The sole doesn't look like the item we market on the website." (I have the voicemail saved that states this quote of the mismarketing).
8. New Balance agent stated they no longer have my style shoe nor have they sent me a return label to send back the incorrect ones that were delivered.

The misinformation by New Balance is many and since there are no other alternatives for me to receive the correct shoe, a refund of $75 should be issued. If they still refuse to settle this correctly, please have them send me the direct contact information of their CEO.

Thank you.

Regards,
Initial Complaint
Date:02/05/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on New Balance ****** with the order # C00040891 on November 30th. When I picked up the order from the post office the shoes were missing from the parcel. I informed New Balance of this issue and provided the photos of what I received as requested. I was told it would be escalated for an investigation and might have been an error in packaging and shipping due to the holidays. This issue still has not been resolved after months, whenever I ask to speak with a supervisor, I am told they will escalate the case. I never received any further response and whenever I contact them to ask for an update, they just restart the process. I have exhausted all other options, so I am posting here in hopes someone can assist me better.
Business Response
Date: 02/06/2024
On 1/10/24, the customer was told that *** confirmed the package left the warehouse correctly as the package weighed the appropriate amount for a single pair of shoes. As a one-time courtesy, on 2/6/24, the customer has been credited $293.79 for their missing item for order C00040891.
Customer Answer
Date: 02/11/2024

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.
Initial Complaint
Date:01/31/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order on New Balance ****** with the order ##C00048555 on December 6th. The order was delivered with the shoes missing from the order. I have been in contact with New Balance for a month now regarding this issue and it still has not been resolved. Whenever I contact, I am told I would receive a response in 72 hours, but I never do. My last contact was on January 22nd when I was again told a supervisor would reach out to be but still nothing a week later. I just want a refund at this point.
Business Response
Date: 02/01/2024
After reviewing the customer's interactions, it was determined there was a gap in communicating next steps for this missing item and is being addressed. On 2/1/24, order C00048555 was credited $293.79 for the missing item.
Customer Answer
Date: 02/04/2024

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,

Dom
Initial Complaint
Date:01/30/2024
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 purchased a pair of shoes from the New Balance website in September of 2023. By December the shoes had begun to fall apart, I contacted New Balance and they agreed to issue me an e-gift card to cover the cost of the shoes on the condition that I ship the defective shoes back to them, then I would repurchase the shoes with the gift card and this would be their method of replacement. At the time, I was told that the shoes were in stock and the cost would be the same as the original amount. Upon receiving the gift card, I proceeded to repurchase the shoes only to find that they were out of stock. I contacted New Balance again and was told the shoes may or may not be discontinued and to choose a different pair of shoes. The shoes I originally purchased were chosen specifically to be used at work (wet warehouse, concrete floors) and their design and the materials used in those shoes are not present in any of the options of an equal or lesser value (to e gift card) in the New Balance line shown to be available on their website. One customer service manager emailed me to confirm that I would not be issued a refund to my original payment method at which point I was able to find a shoe on their website a half-size smaller than my original purchase and decided to go with that. I used the gift card to make the purchase and was given an order number. Three days later I got another email from New Balance explaining that this shoe was also out of stock. At this point, New Balance has taken my shoes back, cannot provide me with an adequate replacement, and refuses to refund my money. I have since had to purchase a pair of shoes elsewhere because it's been a month without proper footwear at my job. I am seeking a monetary refund to my original payment method (no more, no less) not just as a refund but as compensation for the money I had to spend with another company to replace the shoes.
Business Response
Date: 01/31/2024
On 1/17/24, the customer received a refund via eGift for order NSN1410769 in the amount of the order - $103.77. On 1/22/24, the customer's new order, *********, was canceled because the item was out of stock. While we are unable to increase the amount of the eGift the customer received for their returned order, we've provided an alternate shoe recommendation. If the recommendation does not meet their needs, we will continue working with the customer to ensure they have the necessary shoes for work.
Customer Answer
Date: 01/31/2024
I have accepted the reality that New Balance is unwilling to cover the difference in cost for a replacement pair of shoes. The recommendation given to me by one of their customer service managers does not meet the criteria I had set forth in choosing the particular shoe I originally purchased. At this point I would accept New Balance's decision to cover the difference in cost for a replacement pair of shoes of my choosing, but seeing as how it has been made clear they will not offer this as an option, the only resolution I will accept is, simply, a refund of $103.77 to my original payment method.
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 in the BBB complaint process.

FAQ

Regards,
*****

Business Response
Date: 02/01/2024
On 2/1/24, the customer's eGift was canceled and was refunded via Paypal for order NSN1410769 for $103.77 as a one-time courtesy.
Initial Complaint
Date:01/24/2024
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.
ORDER DATE 1/11/24 The total amount of payment is $281.58 This is my first time purchasing shoes from the newbalance official website my tracking numbers1ZF4W4400311407385 and1ZA821T10373109024.I did not receive the package on the day of delivery. I contacted the companys customer service and the company promised to help me start investigating the package situation. However, I was surprised and angry that the took only two minutes from start to finish. This is extremely irresponsible behavior It only took two minutes to end the investigation. Such behavior is too ridiculous and such behavior is too irresponsible. New Balance handed my package over to such an irresponsible carrier.A few days ago, a supervisor named ******** from New Balance sent me an email,Told me it has reopened the investigation of the package for me.but I logged into the *** official website to check both tracking numbers. It still shows that the investigation was closed on January 19th. It did not reopened the investigation. I feel cheated once again.It has been 13 days now and I still haven't received my package. My current request is for the company to refund me immediately. I don't want every promise. What we get is all deception. I hope BBB can help me handle this matter as soon as possible. Thank you very much.
Business Response
Date: 01/25/2024
The customer was refunded $221.59 on 1/24/24 and $59.99 on 1/25/24.

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