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Business Profile

Retail Shoes

Joe's New Balance Outlet

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

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 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/25/2022

    Type:Customer Service 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.
    this company is not the same brand as New Balance, it is a fake company name that infringes the New Balance Brand and Network. They are not the same as New Balance Outlet. All the order placed in the website cant be cancelled after 8 hours, all items returned will have no free shipping. The business owner uses smaller words for return terms and conditions for the return policy and fakes all the customers.

    Business Response

    Date: 11/29/2022

    Contacted customer, apologized we are unable to make any changes to an order after the first hour. Customer request a free return shipping label. Advised will have shipping label sent to him by the end of the day. Created ******************.

  • Initial Complaint

    Date:11/17/2022

    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 placed an order yesterday 11/16. I know that I selected a size 8. However upon checking my receipt it states they are sending me a size 7b. I tried calling, texting and emailing and all I've been told is that it's too late to change the order. I would just like the size 8 that I need or a refund so I dont get the wrong size that they are sending. I shouldnt have to deal with their returns process just due to an incorrect size

    Business Response

    Date: 11/18/2022

    Contacted  customer apologized we are unable to make any changes to an order after 1 hour of an order being placed. This is due to the order automation in the warehouse. Advised she could refuse the order or I could send her a return label. Customer advised she will refuse the order. I advised if she needs additional assistance to return the order to contact me directly for assistance. I advised I would close out the complaint. Customer agreed with the resolution. 

    Customer Answer

    Date: 11/18/2022

    Complaint: ********



    I am rejecting this response because:


    I did not agree with this resolution.  

    Sincerely,



    ******* *****

    Business Response

    Date: 11/21/2022

    Customer not satisfied with system limitation which prevents her order from being altered. She will need to refuse the package at delivery or contact me directly, print a return label off **************, or contact me directly to get a return label emailed to her. If the customer would like the shoe in her correct size a new order will need to be placed. These are the only options available to resolve this matter. 

  • Initial Complaint

    Date:10/26/2022

    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 purchased from Joe's New Balance for years and always had good results. However, I placed an order on October 12th for 96.28. It stated the order shipped on the 13th and that it arrived on the 18th. I still have not received the items and it was not delivered to a neighbor, etc by accident. I tried calling and texting the customer support number and cannot reach anyone. It puts you on hold and then drops the call. I have tried multiple times, waiting up to 17 minutes, just to be hung up on. It is the 26th and still no response or resolution. I'd be happy with a refund and I would just place a new order. Not being able to reach a real customer service rep makes me concerned about their validity as a shop.

    Business Response

    Date: 11/02/2022

    Refunded order *********, email sent to customer. 

  • Initial Complaint

    Date:10/18/2022

    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 10/13/2022 I ordered a pair of New Balance 520 v7. Order **********.
    Recieved the shoes and they are so tight you cannot even lace them up.

    I have another pair of this same exact shoe in a different color that i purchased from Famous Footwear so i know how they fit.

    Either these shoes are a rejected/made wrong size or they are not Authentic New Balance shoes.

    Called customer service and they want me to pay for return shipping which will be about half of what i paid for the shoes.

    Business Response

    Date: 10/19/2022

    Contacted customer apologized for the less than stellar customer experience and sent return label. 

  • Initial Complaint

    Date:10/12/2022

    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 purchased the merchandise on September 20th of 2022, I paid a total amount of $110.24, I received the merchandise in September 24th of 2022, the merchandise shoe size was small, incorrect, on September 26th I contacted the seller and informed them that I will need to return the merchandise, the seller requested the merchandise to be shipped back to them on my expense for a full refund, I shipped the merchandise thru UPS, I called the seller and provided the UPS tracking number, Seller received the merchandise on September 29th at 12:20 pm, I called back the seller on October 3rd to verify they received the shipment which they did, I requested a refund for the full amount, they claimed they issued me a refund and it will take 3 to 5 business days, I called again the week after on October 10th to get an update, the seller told me that they cannot find any info about a refund, they issued another refund and told me that it will take one or two business days to occur, no refund received to my credit card. *** ******* ***** * ********* $110.24 9/20/22
    UPS Tracking #: ****************** **** ** ******** Refund/ Credit issued on Wednesday, October 5th 2022, October 10th, no refund received.

    Business Response

    Date: 10/13/2022

    Refund processed on 10/12/2022. Customer emailed on 10/12/2022

  • Initial Complaint

    Date:10/08/2022

    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 bought a pair of shoes that I need to make an exchange on because they ran small. When I called the customer service and explained that all I wanted was to exchange them for a bigger size I was told that I would have to pay for shipping and to reorder the shoe.At that point I asked to speak to a supervisor and was told that someone will be in contact with me in 5 days. I was instructed on how to return the shoe, so when I’m looking for the same shoe to at least get a replacement started I noticed that this shoe is no longer the same price that I originally paid, it is about $15 more not including shipping. All I want is to exchange the shoe for a larger size.

    Business Response

    Date: 10/13/2022

    Contact customer apologized for the less than stellar customer experienced. Advised return label will be emailed to her later today and when she re-orders to call be with order number and I will match the price she purchased the original shoes. 

  • Initial Complaint

    Date:10/03/2022

    Type:Sales and Advertising 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 am being spammed with 10+ emails each day from this website's domain name. All attempts to unsubscribe are ignored. Please make them stop!

    Business Response

    Date: 10/11/2022

    We apologize the customer is still getting emails after unsubscribing. Once the unsubscribe request is submitted it can take up to 5 business days to be removed from the mailing list. We have escalated your request to our internal team to ensure your email address has been removed. 

  • Initial Complaint

    Date:10/02/2022

    Type:Sales and Advertising 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.
    This company is spamming my email account. I’m getting at least 15 emails a day from “various companies” all with the email address “@joesnewbalanceoutlet.com”. I have “unsubscribed” multiple times. This is bordering harassment.

    Business Response

    Date: 10/11/2022

    We apologize the customer is still getting emails after unsubscribing. Once the unsubscribe request is submitted it can take up to 5 business days to be removed from the mailing list. We have escalated your request to our internal team to ensure your email address has been removed. 


  • Initial Complaint

    Date:09/20/2022

    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 ordered a pair of tennis shoes from Joe's New Balance outlet on 9/14/22. I received a shipping conformation email on 9/15/22. However that day, the link to track the shoes was unavailable. Everyday I have rechecked and it says page not found. Today I created an account to see if that would help, after creating account it says my account is unavailable. Everything about it seems fishy, and after reading reviews I am concerned I was scammed. Any help would be great, I just want the shoes that I spent 60$ on. I'm a college student that can't afford to lose even 60$. My order number is #*********.

    Business Response

    Date: 09/21/2022

    Contacted customer, reached oi voice mail, apologized she was unable to access Joes New Balance Outlet website It is currently down. We are working diligently to get the the get the web site functioning. Provided tracking number of her order and advise *** delivered her shoes on 9/21/2022 and left at the front door. Provided direct contact number should she require additional assistance. 

  • Initial Complaint

    Date:09/15/2022

    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.
    The shoes I received were a whole side too small and miss sized. I ordered a 10 1/2 and they sent me a 9 1/2. I then was told to ship them back. I had to pay $20 to ship them back because that is their policy. I then sent the shoes back with my tracking number in hand. They received the shoes over two weeks ago and have yet to process my return. I want my refund and my $20 for the shipping. Terrible company.

    Business Response

    Date: 09/15/2022

    Contacted customer apologized for the less than stellar customer experience he encountered when communicating with our call center staff. Advised we would use his feedback to provide coaching to our call center staff to improve the customer experience in the future. Provided customer with a $55 coupon or the less than stellar customer experience and provided my direct number should he need additional assistance. Customer thanked me for the follow up contact and appreciated the offer of the coupon.

Joe's New Balance Outlet is NOT a BBB Accredited Business.

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