Business Profile
Retail Shoes
Joe's New Balance OutletThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 42 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/23/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I returned six items with a total value of about $210, excluding item number 327, and now I have only been refunded $144.18.d the wrong order, so I contacted another customer service and told him that after treating me, she told me that she would report my matter to the upper level and informed me that I would receive an email in two days and could see the result. After I waited for six days without success, I called the customer service again. The customer service initially said that he would communicate with the staff at the warehouse and said that he had only received two items to prevaricate me and did not want to solve my problem. After my insistence, he told me that he had reported my incident to the upper level and asked me to wait two days to receive an email and get a call, and perfunctorily told me that he had no right to refund me and his attitude was very bad.Business Response
Date: 06/02/2025
Our warehouse management system shows 2 items each were returned for orders J00628745 and *********. Despite this error, order J00628745 has been refunded for 6 items. On 4/30, SUA200A3 M10 / W11.5-D and BB550VGA M6 / W7.5-D were refunded. On 5/28, ML725AF, MT41582BK, MT41582GT, BB550VGB were refunded.Customer Answer
Date: 06/03/2025
Complaint: 23371839
I have reviewed the business' response and am rejecting it because:
Order J00628745 only returned two items, not six items. Your system made an error in refunding two items in order *********. I have only received two refunds from beginning to end, one for $67.2 on 5/1 and another for $76.98 on 5/15, but the value of the items I returned must have been over $210.
Sincerely,
Yining ****Business Response
Date: 06/03/2025
We have confirmed with our payment processing system that all the items in question have been fully refunded. Due to items being refunded on order *********, the customer has been refunded for more items than they returned. Please see attached screenshot.Customer Answer
Date: 06/05/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
Yining ****Initial Complaint
Date:02/19/2025
Type:Delivery IssuesStatus: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.
Complaint: 22964679
I have reviewed the business' response and am rejecting it because:
I am extremely disappointed with Joes New Balance Outlets response to my complaint. Despite my legitimate claim, Joes New Balance Outlet has refused to issue a refund, citing the Terms and Conditions, which state that New Balance is not responsible for theft after delivery.
Joes New Balance Outlets handling of this matter has severely violated my consumer rights. As a customer, I have fulfilled my part of the transaction by making a purchase in good faith. However, I have not received the goods I paid for, and Joes New Balance Outlets refusal to take responsibility is unacceptable. A business should ensure that customers receive their orders, and shifting the entire risk onto the buyer is both unfair and unreasonable.
I strongly reject this resolution and request that Joes New Balance Outlet reconsider my case. If this matter is not properly addressed, I will have no choice but to take further action, including publicly sharing my experience.
Sincerely,
********** **********Business Response
Date: 02/20/2025
The customer reached out regarding packages that were stolen after confirmed delivery by the carrier on. The customer's packages were shipped via *** and tracked by ***'s newest delivery technology that provides a delivery photo when a package is delivered. The delivery photos (attached) show these packages were delivered; and therefore, we are unable to issue a refund or provide a replacement order. If based on the delivery photos the customer believes the package was stolen, we suggest reaching out to local law enforcement for help. While we want to do everything we can to help locate it, New Balance is not responsible for theft after delivery as detailed in our site Terms and Conditions.Initial Complaint
Date:02/17/2025
Type:Product IssuesStatus: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 February 11, I paid the merchant $100 for two pairs of shoes. The website promotion clearly stated that two pairs would cost $100, and the merchant promised that customers who paid $100 would receive two pairs of shoes. However, I only received one pair. The main issue is that I was charged for two pairs but only received one. I immediately contacted Joe's New Balance Outlet, but they refused to offer a refund or replacement, claiming they were not responsible. One of my shoes was lost, and I believe this is their fault. It's very disappointing that I paid for two pairs but only received one.Business Response
Date: 02/18/2025
While we were able to confirm the warehouse shipped out both items and the tracking number details confirm the package weighed the appropriate amount for 2 pair of shoes (4.9lbs), as a one-time courtesy, the customer has been credited for one of the pair of shoes.Initial Complaint
Date:01/23/2025
Type:Product IssuesStatus: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 two pairs of shoes on Joe's New Balance Outlet website back in 10th January 2025. On 16th January, I received one of them. The other one still says processing on their website. I contacted customer service twice already, the first time they said delayed due to weather conditions. Second time they said supply department will contact me soon then cut the line off. Today is 23 rd of January, I didnt get any solution from Joe's New Balance Outlet, I dont know if they will ship out shoes or something else. Dont do business with Joe's New Balance Outlet, poor customer service, poor business experience.Business Response
Date: 01/24/2025
We apologize for the poor experience with this order. While we did everything we could to ensure it would ship out, the item is no longer in stock and has been canceled. The customer was not charged for this item.Initial Complaint
Date:11/22/2024
Type:Delivery IssuesStatus: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 is J00337380, I reached out immediately when order said delivered there was no proof left no anything just picture. I was told by one person a investigation would be initiated and by another one to dispute through my bank! I did BOTH, the investigation says it was conducted one day in less than 5 mins and closed nobody contacted me. I go through my bank they fight it so I get nothing! NOW IT IS NOVEMBER I HAVE NO ORDER AND IM OUT OF MY MONEY!! this is ridiculous, then when i reach they say ill be contacted with incident 48 hours there is never any contact made to me!Business Response
Date: 11/25/2024
The customer had an open dispute with the bank which wouldn't allow New Balance to credit the customer. Despite the dispute being denied by the bank detailing that the customer would be held liable for the transaction, as a one-time courtesy, New Balance credited the order $114.99 for the missing package on 11/25/24.Initial Complaint
Date:10/19/2024
Type:Delivery IssuesStatus: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.
Complaint: 22445651
I have reviewed the business' response and am rejecting it because: They as a company transposed my address and phone number as I do not have access to it. This was done so the weekend UPS driver would have a means to contact. The *** company chosen was the worst service ever. and when I contacted the TEAM via Joes website they said "Only the shipper can correct it" . As for ***** staff the same women both times would no help and refused all attempts to reach out to them. I ordered a 11.5 wide what I got is 11.5 narrow factory set with the labeling falling off "Black letters "N" were off on one side. I made all attempts to reach out to the company, including going to the actual site at *****************************. At no time did ***** website or personel reach out to my 11 request for assistance. ***** is a bad actor as they are a contracted to sell off discontinued and damaged sneakers no ownership in the founded corporation as they stated. Can you say Fraud!!!!
Sincerely,
**** ******Business Response
Date: 10/25/2024
Based on tracking number 1ZA821T10386010561, order J00395819 was delivered to the customer on 10/21/24 which was after this complaint was filed. We see that the phone number was updated on the order on 10/18/24 as well. If the customer disagrees that the order has been delivered, we encourage the customer to contact our team for assistance with starting an investigation to locate their package.Business Response
Date: 10/29/2024
Since the customer received the wrong item, the order has been credited so the customer may reorder at their convenience. The order detail show the customer purchased this order for $75.76 which has been fully refunded.Customer Answer
Date: 10/29/2024
Complaint: 22445651
I have reviewed the business' response and am rejecting it because: They have sent me notices of a "PENDING REFUND" In this companies history it has made many promises of a refund in full and never actually sent it. I will respond after the refund posts not before. They are clearly pulling the ** shuffle as it has become known to the world. They have till the 2nd of November 2024 to actually refund the money as of this time and date no such refund is noted on there website and as usual customer service never picks up.
Sincerely,
**** ******Customer Answer
Date: 10/30/2024
***** refunded my account on 10-30-24 at 4:30am. I will never by from them again because its local BBB gets frequent donations and is crooked protecting these involved individuals. The Money over Justice system has to end with my case.Initial Complaint
Date:10/03/2024
Type:Product IssuesStatus: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.
****************. Returned an item a month ago and they keep giving excuses as to why my refund is delayed. Would never do business with again.Initial Complaint
Date:02/26/2024
Type:Product IssuesStatus: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.
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Business Response
Date: 02/27/2024
While we have no records of this customer reaching out to our customer service team for help after receiving the wrong item, we have reviewed the photos and issued a full refund for order J00129516. We encouraged the customer to contact our team in the future so we can provide assistance.Initial Complaint
Date:12/19/2023
Type:Sales and Advertising IssuesStatus: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 2 pair of sneakers from this company on November 28, 2023. I paid $62.33 for them. I am a single mom & can't buy my children much. This is what they asked for & need. I am extremely upset, sad & hurt about them doing this to my children!! Now I do not have money to go buy them elsewhere!! I want my money refunded ASAP, please!!Business Response
Date: 12/21/2023
Tracking number ****************** shows the package is on the way with delivery expected 12/28/23. For the delay, we have credited the customer the shipping fee of $9.95.
Joe's New Balance Outlet is NOT a BBB Accredited Business.
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