We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 229 total complaints in the last 3 years.
    • 66 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/25/2023

      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.
      I placed the order from New Balance.com on 12/9/2022 for the total amount of $975.83. Items arrived 5 days later. Since our family received shoes as gifts, we didnt need the shoes and I requested a return on 12/20 and shipped the unopened package on 12/22/2022/. The package arrived back at New Balance on 12/29 via tracking 1Z46R28Y9090376233. I contacted 10 days after arrival on 1/8/2023 and was told I would need to wait the required 14 days to receive my refund. I waited again and contacted on 1/12/2023 and was told to now wait 21 days. I patiently waited, and contacted on 1/19/2023 and was told the warehouse was still processing. I have called many times since with the same "wait longer" response. It has been 27 days since the package delivered and no timeline on refund. I am now paying interest on this charge due to the delay.

      Business Response

      Date: 01/27/2023

      This order did not deliver to New Balance's warehouse. 

      Delivered to:

      8850 **************
      ***********, ** 63134 

      Return address which is printed on our return label is:

      Return To Address:
      New Balance - Ecommerce Returns
      13600 ************
      Ste 700
      ********** ** 63045

      Once the order is returned to our warehouse and processed a refund will be processed. 

      Customer Answer

      Date: 01/27/2023

      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 understand the package went to the wrong location, but dont understand how nor how I would get the items to your warehouse. I sent them back as stated in the return instructions.  What can I do?

      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: 01/30/2023

      We recommend contacting the location the package was delivered to confirm they still have the package and make arrangements for it to be delivered to our warehouse at 

      New Balance - Ecommerce Returns
      13600 ************
      Ste 700
      ********** ** 63045

      Once we process the return a refund will be issued. 

      Customer Answer

      Date: 01/31/2023

      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 have contacted *** and they tell me the address is an Amazon Warehouse.  They stated that there is no way to retrieve the package and the owner of the label (New Balance) would have to work on a claim through ***.  Again this is all out of my control and I followed the correct process and the package was lost somehow, I shouldn't be penalized for this and a refund should be processed. 

      Regards,

      ******

       

       

      Business Response

      Date: 02/02/2023

      Refund has been issued as an approved exception due to the circumstances involved with this return order. 

    • Initial Complaint

      Date:01/25/2023

      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.
      I returned some unworn shoes to New Balance via *** and they were received by their company on 12/29/2023. Their policy stated that they have a 14 day window to receive the return and issue the refund.On day 13, I called to ensure my refund would be processed, the customer service representative inform me they changed their policy 2 days ago from 14 calendar days to 21 calendar days to process the refund.On day 21 which was 01/18/2023. They informed me that their still backed up and I would have to wait an additional 3 BUSINESS days in order for my refund to be issued. On Monday 01/23/2023 I was told that they are still backed up but acknowledge receipt of my return but have yet to issue my refund. I think its wrong that they first changed their refund policy without notifying me as a customer and secondly they are refusing to refund my return because of their own internal issues when I returned these shoes over a month ago. Case # ****-6494 backs up my story with New Balance.

      Business Response

      Date: 01/27/2023

      Order researched - return did not deliver to New Balance warehouse. 

      Delivered to 

      8850 **************
      ***********, ** 63134 **

      Address on our return labels is:

      Return To Address:
      New Balance - Ecommerce Returns
      13600 ************
      Ste 700
      ********** ** 63045

       

      Once the return has reached our warehouse and processed a refund will be processed. 

    • Initial Complaint

      Date:01/22/2023

      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.
      On July 20, 2022, I ordered **** sneakers for a total of $160 and returned them on August 11 with tracking number 1Z46R28Y9097633791. When almost a month passed and I did not get the refund, I wrote to them through their web site. On 10/09/22 the asociateTayneisha replied that the refund was declined so they had sent a check to the same address of my order, I replied the same day asking them not to do it since I do not live in the US and that I couldn't charge it.On 09/19/22, ******* responds offering me an e-Gift card since they cannot refund my card, I reply the same day, that I would rather wait for them to retry the refund.On 04/10/22, ******* replied that a credit of US$160 had been assigned to me. And that an email with the information of that credit was sent to me by e-mail. I replied that I had not received any email and that I did not see any credit in my account either.On 04/10/22, ********* responded to me indicating that the online credit was assigned to an e-gift card and gave me its information (card and *** number). I replied that I had not requested a gift card, that what I wanted was my money.On 05/10/22, ******* explains to me that they tried to make the refund but they couldn't. I accepted it.On 03/11/22 I tried to place an order but I realized that the e-gift card had a 0 balance. I wrote to them indicating this.On 11/18/22 ****** responded to me requesting my Gift card details, I sent it to them.On 11/21/22 ****** tells me that the balance was restored and that I should be able to use the gift card immediately. I tried it but I couldn't, I answered them indicating that the balance was still at 0 (I attached screenshots).On 02/12/22 ****** responds to me indicating that I already have a Gift Card and gives me her information. I mean, she don't read anything about the case. I replied that I already knew that, that the problem is that the Gift Card balance was zero.On 12/12/22 ***** asks me for the *** of my Gift card to ************************ the **********************, I sent it.On 12/29/22 **** tells me that they had investigated and identified that the e-gift card was used to create order NSK332254 on 10/14/22 in ********. I explained to him that I do not live in the ** and that I send my orders to relatives in ******* so that they can send them to my country (****) and logically, that order was never made by me.To this day, no one else has contacted me again, I have been waiting for my money for almost 5 months, I have written and called multiple times, waiting up to 2 weeks for them to respond.

      Business Response

      Date: 01/27/2023

      Contacted customer, apologized for the less than stellar customer experience with our customer care team. :Provided $200 coupon to be use on next online purchase. This resolves the refund and the poor customer experience. 

    • Initial Complaint

      Date:01/20/2023

      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.
      I purchased a pair of shoes from new balance in June 2022. The shoes did not work out. They sent me return labels. The shoes were delivered back to them in December. I have an email from them on 1/3/23 that the returned had been processed and I would get my refund back in 2-5 business days. It is now 1/20/23 and I am being told I will not get my money back. They have the shoes back at their warehouse and my $162.81 and will not refund me.

      Business Response

      Date: 01/27/2023

      Contacted customer and apologized for the poor interaction with our customer care team. Advised I would use this feedback as a coaching opportunity to ensure all involved individuals are coached on the proper way to handle this type of situation in the the future. I advised the customer a check will be issued for the returned order. I advised as this is a physical check it will take 2 to 3 weeks to receive by ***** Customer provided my direct contact information should she need additional assistance. 

    • Initial Complaint

      Date:01/17/2023

      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.
      I purchased a pair of new balance sneakers size 15 4E and after 3 months and the left shoe insole wore out totally but not the right which shoes a manufacturer defect since there was no wear on the right. I explained the store would not take them back because it was after ****************************************************************************************************************************************************************** and said they would issue me a coupon to replace and recoup my loss. After a week I messaged them and said I havent received the coupon and they then replied Thank you for contacting New Balance!Please refer to the original place of purchase to return your shoes.Now they are refusing to hold up to their promise and their of warranty.

      Business Response

      Date: 01/19/2023

      Contacted customer, he advised he did receive the coupon it was in his junk email folder. Issue has been resolved. 

      Customer Answer

      Date: 01/19/2023

      [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:01/07/2023

      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.
      On December 8, 2022, I placed an order online at New Balance (Order #NSL327394). After waiting a couple of weeks, they never shipped it out. I made a first complaint to BBB which woke the company up to inform me that the shoe was actually out of stock so a man named ********************* reached out and "sent" over a refund (December 19th, 2022). I've been in contact with Afterpay numerous times and still have not received a refund, Afterpay says there is no record of the refund even coming through. New Balance said the refund would take 1-5 business days. New Balance keeps giving me the run around, I am very upset/disappointed by all of this. I did a dispute in the Afterpay app about a week ago, still nothing.

      Business Response

      Date: 01/17/2023

      Order has been refunded in Afterpay. Customer account should should reflect as such. 

      Customer Answer

      Date: 01/17/2023

      [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:01/05/2023

      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.
      I placed an order on new balance on 12/13/2022 for the order of 10 new balance 993 shoes this was suppose to be a Christmas present for my family but it never arrived. When I checked the tracking number it says unable to be delivered and when I contacted new balance about this issue they told me they would start an investigation and would refund me within 5 business days. Its now been almost 3 weeks and I have not received my refund. I tried contacting new balance multiple times but they seem to be ignoring me and sending me the same email telling me the investigation is still ongoing. This has now become a financial burden since I had to buy Christmas presents for my family elsewhere and Im out $2,177.40. All Im asking for is my refund. I will provide the order number which is ORDER # NSL420340. Please reach out to me via email if you require more information. Thank you for your time.

      Customer Answer

      Date: 01/16/2023

      I have not heard from the business in response to my complaint.

      Business Response

      Date: 01/17/2023

      This order has has been investigated by *** and acknowledged with receiver acknowledging receipt if the order. During chat session the customer states he received half of his order. Once New Balance receives the complete order returned a refund will be processed.

    • Initial Complaint

      Date:01/05/2023

      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.
      Hello, On December 9th, I placed an order on newbalance.com in the amount of $1,333.16. My order number is NSL341282. Items from this order were returned back and according to an email I received from customer service, they received it on 12/19 and stated that it will take only 14 days, not business days, to process a refund for my order. I also confirmed this over the phone with another representative and she stated yes, its up to 14 days. This information is also stated on their website under returns. I have reached out a couple of times and have not received my refund and the only excuse they have is that they are a little behind on returns because of the holidays but that honestly is not my problem. Your policy states a refund for returned items within *************************************************************************** organization within the new balance company or warehouse. It has been 17 days now and I still have not received my refund. I asked customer service when should I expect it and they cannot give me any answer. It is not fair that I have to wait for who knows how long for a refund when they received my return and it has been pass the 14 day policy that they implemented.

      Customer Answer

      Date: 01/16/2023

      I have not heard from the business in response to my complaint. They have yet to resolve my matter and have stated multiple times that the refund will be processed by the warehouse shortly. I spoke with the highest manager possible, ******, who told me she would personal help me resolve this issue and would communicate with me. This was over a week ago and nobody has even given me the common courtesy to reach out and at-least update me. I will for sure never shop at new balance again in my life. To be an American made brand, they have the worst customer service I have ever experienced. 

      Business Response

      Date: 01/17/2023

      This order has has been investigated by *** and acknowledged with receiver acknowledging receipt if the order. During  chat session the customer states he received half of his order. Once New Balance receives the complete order returned a refund will be processed.  

      Customer Answer

      Date: 01/17/2023

      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,

      Darreon

       

       

    • Initial Complaint

      Date:12/25/2022

      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.
      I placed an order for 4 pairs of shoes on December 12, 2022. Upon being shipped, the shipment was marked by *** as "Unable to Deliver." I still have not received my order, and it's now past Christmas. I would like a full refund for this order. Thank you.ORDER # NSL388968Order tracking number: 1Z0248920388664958

      Business Response

      Date: 12/27/2022

      Refund processed and email sent to the customer. 

      Customer Answer

      Date: 12/27/2022

      [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:12/24/2022

      Type:Delivery 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.
      I have the order Last Order No:NSL335450 I returned everything to their warehouse but still not receive any update it has been shipped by 2 package the last package returned and delivered on This Monday 12/19 I would like to speak to their supervisor to get this done thxs

      Business Response

      Date: 12/28/2022

      Contacted customer, apologized for any misunderstanding communicated in regard to his refund. I advised refunds are processed within 14 days if the order being received at the warehouse His order was received 12/19.2022. Refund will be processed within 14 days from this date. We are still within our published refund time period. 

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

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.