Complaints

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:11/27/2023

  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 purchased 2 pairs of shoes from Joe's New balance outlet on October 17, 2023 in the amount of ******, Order #JA1137666. I received them both in the same box on October 24, 2023. They did not fit properly. I boxed them back up mailed them back which cost another $28.94, called ***'s new balance and gave them my tracking #1ZRW10170341887013, they received the 2 pair of shoes on October 27, 2023 at the dock at 10:25 am. I called several times regarding my refund with very long hold times, hours. On November the 6th 2023 I received a partial refund for one pair $65.84 I called and was on hold two more hours they assured me it would get fixed that I would receive the other portion of $54.16 before Thanksgiving. I have tried to call them several times and now the recording says they are experienced an outage with their phone this has been over a week now. I will never purchase from this company again and would advise anyone not to. As far as I'm concerned this business is a scam. I truly hope to get my money back that I am owed in the amount $54.16. Thank you for looking into this matter for me I hope to hear from you with good news of a refund.

  Business Response

  Date: 11/28/2023

  We did experience an outage that lasted from 11/19-27. Our customer service team is back up and running as of 11/28 and has refunded the customer for the remaining item on order JA1137666.

• Initial Complaint

  Date:11/17/2023

  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 online order on 11/10/2023 at *********************************************************************************************************************************************************************************************************************** For 3 pairs of new balance shoes. I paid ****** total. I received a confirmation and link back to website. The chat available was never answered. The contact number is back to the new balance official business line

  Business Response

  Date: 11/17/2023

  There was an error in processing the customer's order. Since order ********* never shipped, the customer was not charged. The order has been canceled and the authorization hold for the charge should fall off soon. A screenshot of the cancellation has been attached.

• Initial Complaint

  Date:10/12/2023

  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.

  My mom ordered me shoes in the beginning of October. I received them yesterday, but they were too big. She used her senior discount (10% off + free shipping). ***'s New Balance does not offer free return shipping. That's fine. I tried to contact support to ensure that I could return the shoes and have the price honored for the smaller size. The first woman said she would check on the order number, and then never returned, so the chat timed out. The second person, ********, ghosted me after my last message. I tried live chat again, and got the same person. He/she was incredibly cold and as someone who has been in customer support/retention and marketing for 15 years, I've never encountered someone so unfit for customer service.I was told I had to return the shoes, wait up to an additional ***************************************** order for there to be a price match. Their shoes sell out quickly, so if I wanted the right size, I would have to order them and pay $65, then get a refund a month later of $50. They could not guarantee I would get the additional $15 back in my refund. All they had to do was send me the 10s and I would send back the ****s, or while I was on the phone, given me a discount code to make sure the price was the same as I was ordering. Or, give me $15 store credit to apply to my next purchase. It isn't difficult, at all. Three live chats and a phone call and I've never experienced worse customer service. I've done business with them countless times and never had to make a return. When I do, I get told I have to wait for a price match, for shoes that will be sold out. I will not be doing business with them again unless they can make it right.

  Business Response

  Date: 10/12/2023

  Apologized for the less than stellar customer experience. Advised will provide a return tracking label. 

  Tracking Number: 1Z9YW7169091551664  Service: UPS Ground Service Label Delivery Method: Electronic Return Label

  Advise no discount or coupon will be able to apply to order as this item is on the excluded item list. Advised if placed order would be able to refund $20.00 once the order ships. **************** agreed. New order number is JA1134150. Once order ships refund in amount of $20.00 will be submitted. Order processing time is up to 2 business days. 

  Customer satisfied with resolution. 

   

  Customer Answer

  Date: 10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. **** handled the situation very well. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/11/2023

  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.

  This issue is regarding order numberORDER #
  JA1115148. I have returned these shoes back to Joe's New Balance outlet due to a deformity in the shoe. New balance did not refund me the entire order they only refunded me the cost of the shoes minus the shipping that I paid $9.95 for. I need for Joe's New Balance to refund this entire order as it is not my fault that they sent me shoes with a deformity. I have called customer service after I received notification of the partial refund and I was asked if I took any pictures of the shoes and I told them I did not because the first representative that I spoke with who sent me the return label did not ask for pictures of the shoes. She just simply sent me a return label and I returned the shoes. The resolution that I am seeking from Joe's New Balance is to be refunded my entire order of 53.94. representative did state that it is noticed that I called in and reported receiving shoes with the deformity on file. After speaking to the last representative New Balance sent me a $10 coupon for $10 off I do not want this as I will never shop at Joe's New Balance outlet again I simply just want a full refund of the $53.94

  Business Response

  Date: 10/11/2023

  We apologize you experienced less than stellar customer service from our customer are team. The shipping charges should have been refunded to you as this was a quality concern. I have refunded your shipping charges this morning and an email should have been received letting you know a refund is on the way. 

  Customer Answer

  Date: 10/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:10/03/2023

  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.

  The shoes that arrived did not fit according to size. I wanted to exchange the shoes for a bigger size, but didn't realize I would have to pay for the return shipping myself, which is approximately $20. This was unclear from the website when I purchased the shoes. Not only do they not provide free return shipping, they also do not provide exchanges so I have to place a new order. This is my first time purchasing something from Joe's New Balance Outlet and it was not a pleasant experience.

  Business Response

  Date: 10/04/2023

  We apologize your purchase did not fit as expected. Our website provides directions on how to return and does call out due to being an outlet online store return free shipping is not provided. We will gladly process your refund once the shoes have been returned. Below is the Returns disclosure on our website. 

  Returns

  Please note that since we are an outlet store and dedicated to keeping our prices as low as possible, we are unable to provide free return shipping.
  Please allow up to 14 days after we receive your package to process your refund and credit your account.
  Returns are accepted within 45 days from the date of the purchase.
  You must include your packing slip that arrived with your original purchase for processing.
  Please ship your return merchandise back to us via the shipping method of your choice and retain your return tracking number in case of delivery issues.
  Once we receive your item, we will credit your original form of payment.
  Refunds will be credited for the purchased price along with any applicable taxes.
  Returns must be in new condition; in the state you received them.
  Joe's New Balance Outlet reserves the right to refuse worn or damaged merchandise.
  Items marked 'Final Sale' are not eligible for returns.
  Ship all return merchandise to:
  Joe's New Balance Outlet - Ecommerce Returns
  ** ************* ***
  Lawrence, MA 01843

• Initial Complaint

  Date:06/21/2023

  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 bought a pair of sneakers. The sneakers are received did not look like the picture at all on the website. I called and spoke to the supervisor. Explain to him that I wasn't feeling well due to some medical stuff and I did not want to have to out and return the sneakers, that I was sent the wrong sneakers. I explained to him that the pictures on their website did not match the sneakers that I received in the mail. He asked me to send him pictures of the sneakers and I did. Then he said that I wouldn't have to return them since I was sent the wrong ones, and I would receive a refund. He looked at my email pictures and said I just need you to send me a picture of the box and a picture of the tag on the inside of the sneaker. I did that. Then he changed his story and said okay, we need you to ship the sneakers back because they are the right sneakers. I explained that like I said before they aren't the right sneakers? Because. The sneakers are received do not match the sneaker pitcher on your website. I said that's not my fault u do not have the same picture of the sneaker that I received on your website. He told me he understands but he still needs me to return the sneakers. I said you told me earlier I'll say had to do with send you a picture of the box and a picture of the inside tag then I would not need to send the sneakers back. I told him. I? Don't understand how you can just change your mind when you say one thing. I am sure there is a recording of this phone call. The call was placed June 21,2023 around 10:15 am. I will be attaching pictures of the online pictures and of the sneakers are received.I would like a full refund because you can advertise the wrong sneaker and send me a different sneaker then expect me to send it back. Especially after you tell me I will not have to send it back. Thanks for your time.

  Business Response

  Date: 06/23/2023

  Apologized the shoes she ordered did not match the picture she saw on the website. The customer requested the shipping charges be refunded which we honored as a courtesy. Customer was offered a 20% refund as she was not satisfied with the difference in color of the shoe. Customer refused this offer and refused the free return label. She stated she will go to the BBB again. 

  We understand how the customer is disappointed the shoe are not what she expected. However, she received the shoes she ordered. We offered her a free return label which not something we do for orders on Joe's New Balance Outlet. A full refund can be processed once the order has been returned 

  Customer Answer

  Date: 06/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I'm not returning the shoes.  I want a full refund.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:05/14/2023

  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.

  Thought new balance was made in ***** but I see they are not .these 571 sneakers are the worst ones Ive ever bought. First they squeaked and was told to put powder in them to stop the squeak l did so but that didnt work.so I scraped them (the soles) on concrete that worked.the soles are so heavy and grab making it dangerous to walk. Im very very disappointed with this. I bought 2pairs havent even taken the time yet to try the other pair .i think i will just send them to you.these are terrible.thanks ***********************

  Business Response

  Date: 05/19/2023

  Apologized for the less than stellar customer experience. Refunded order. Customer satisfied with resolution

  Customer Answer

  Date: 05/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/12/2023

  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.

  Ordered pair of shoes, Order Number: ***********. Called to return and was told to take to ups and they would print a return label. UPS said I had to pay $20. They sent wrong size, I just want my money back and to get a RMA and a pre paid rerun label to attach to box and return shoes and get my money back!
  Please help

  Business Response

  Date: 05/19/2023

  Apologized foe the less than stellar customer interaction. We will use this as a coaching opportunity for our customer care team. Provided refund of the order and return label. Customer satisfied with resolution. 

• Initial Complaint

  Date:05/12/2023

  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 running shoes and received another person's order. I'm in OH, this person lives in NY. I called on 5/6, they said it was a warehouse issue. I received an email on 5/8 requesting photos, which I returned on 5/9. I called again on 5/11, they said I should hear back by today. After I return and they receive the wrong pair of shoes, I will have to wait 21 days for a refund. Reading other reviews, I'm starting to see that this is how the business operates. They force you to pay for return, even though it was 100% their error, then they hold your money for a month. The best I can hope for is a refund after a month. I do not get the shoes I originally ordered and I have to pay shipping for their mistake. This is a scam. First time and last time using them.

  Business Response

  Date: 05/22/2023

  No response from customer. Two voicemails left and an email have been sent. Direct contact information provided to discuss customer concern. Follow up contact needed to resolve. 

• Initial Complaint

  Date:03/22/2023

  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.

  Similar story to everyone else here. Ordered my normal size shoe, when they arrived they were really small. Sent them a text via their customer service number on the site, took a week to respond and the response was "we don't cover return shipping".
  
  I spent $39.99 on shoes I can't wear and that I'm not willing to spend $25 on shipping back.

  Business Response

  Date: 03/23/2023

  Joe's New Balance Outlet's website under returns tab states Please note that since we are an outlet store and dedicated to keeping our prices as low as possible, we are unable to provide free return shipping. As a one time courtesy tracking number ****************** has been created and *** will email the label to the customer. Please allow up to 21 days after we receive your package to process your refund and credit your account. We apologize for any misunderstanding.