New Balance Customer Service

Wanted to return a pair of shoes. Sent email, chat, follow instructions but after a week still nobody calls me for collection. Called their customer care hotline, a Catherine actually wanted to give me courier service number to arrange on my own. And she kept putting me on hold. In their website it stated that NB customer care will call me to arrange for collection. What kinda service is this?! Arrange my own???

Ordered shoes online. They never arrived. No notifications or anything. Finally contacted them and they said it was my responsibility to take up the matter with UPS. It is not. It is their responsibility to get the shoes that I ordered and paid for to me, and if the delivery service, who contracted with them, not with me, fails, it's their responsibility to take up the matter with their business associate. My wife and I work from home, and if it was stolen off my stoop, new balance ought to have sense enough to contract with a delivery service that bothers to actually knock on the door, or send me a text or email. I got none of those things. Save yourself the trouble of disputing the charge later when your package doesn't arrive. Buy shoes from somewhere else.

I purchased a pair of Nee Balance leather shoes and I am not impressed with the comport of these shoes. I feel like I'm not getting any support what so ever. Very disappointed. Will not be buying in the future

Poor product. Dire Customer Service
£160 Fresh Foam Hierro v6 GTX. After a little over a weeks wear (including one run) they ended up with holes on the sides and a collapsed toe box. 
Flat refusal from NB to offer anything more than 50% refund whilst wishing me a lovey day. Even after pointing out that my UK statutory rights entitle me to a repair, replacement or refund!
Guess they'll have a lovely day with my £80 :(
They cherrypick a few bad reviews to post (I know I've tried unsuccessfully 3 times) which they dispute and enter you into a raffle to win another pair of their poor quality trainers. Their 4.7 scores are contrary to their 1.5 scores on other platforms. I so wish I'd checked them out first
Don't bother clicking 'BAD' in their feedback follow up request either it doesn't work. 
If you must have NB trainers, my advice is order them through a reputable company and not direct. Better yet buy Brooke's or Hoka. 
I'm reporting NB to trading standards and urge others to do the same. It's just an online form. Hopefully they'll be more equipped to take on this 'Fiercely Independent' Bully!
Order NK04290897
Date of experience: 04 January 2023

You are the most irresponsible company, I will never buy your product again. I have been waiting for my credit on your returned item for almost a month and no credit on my credit card. You are just one lying company.

Worst customer service experience ever at the forum location in San Antonio tx. The employees Skyla, Briana, and Tavon where rude, disrespectful, and extremely unprofessional. I tried to return items that were new and unworn and they would not accept the return insinuating that it was stolen since I didn't have the receipt. They illegally mishandled my personal information and told me to leave their store as they would not help me but needed to help their white customers. As a disabled woman of color I felt discriminated against and will not be returning. Stay away from this store as they will treat you badly! Go to Quarry and huebner locations where the staff is better equipped to handle needs of customers.

I bought a pair of the Foam sneakers a couple months ago. They are very squeaky when I walk. This is truly annoying for myself and anyone around me. I cannot return them to DSW because they are out of the warranty period.
Please help. I really like them but I cannot wear them without squeaking.
What can I do?

I always get new balance 608 women's 8 wide and have for many years. I tried contacting you but with the Covid 19 I was unable to. I got as a gift a pair of new balance 608 8wide and I tried to get them broke in but the left sneaker appears to have a defect in the sewing and I am unable to where them. Is there anything you can do for me I appreciate it.

Thank you
Christine Fayette Lawlor

Dear New Balance,
I am writing to share my experience with your "Factory Store", in San Marcos, Texas.My wife & I decided we would drive up from San Antonio,to get away from the madness of the week we had.

I work 10 hour days, providing the BEST care for my physical therapy patients,who just happen to be
veterans,from various wars.When I get home, I am physically, mentally & spiritually exhausted.

I rarely leave my home because it takes time for me to decompress. Today my wife convinced me to drive up to New Braunfels to the Farmer's Market, & then to your outlet factory. I figured ok, sounds harmless & maybe we'll have a nice time.

While in New Braunfels, we decided to eat breakfast at Krause's. I will say, the food was good, but unfortunately we waited forever because someone lost our order. Ok, so we survived that.

On the way to your store, we narrowly missed getting T-boned, by a guy in an SUV who was driving like a maniac.Mean time, the heat is outrageous. By now, I am questioning my decision to make this God forsaken trip. I am ready to go home.I told my wife, I need someone to just be nice & just meet my needs.

Once again, my wife convinced me to stay the course, for we are so close & I am in desperate need of shoes.My wife says "come on, we will be in & out." So of course, I folded.

As I walk across the lava like pavement, in my mind I imagined being greeted by friendly, kind employees, who know that I have just had the day from hell. As we enter, the fresh air encompasses my sweaty body & I feel myself relax & say "Yes! This is going to be a glorious moment,that I deserve.

As we enter the store, there are several employees standing around. In my mind, I'm thinking, these guys are going to fall all over me. As I prepare myself for a greeting of great joy, I find myself feeling like I just walked in with a plaque.

Two young men were standing there, & neither of them said hello. Quickly the joyous mood changed to disappointed. No sooner did this happen, & behind us a beautiful, buffed college aged young lady & her strapping hipster boyfriend entered the store. Quickly the young man, we had just walked in front of & were ignored by,said in the most kind tone,
"Can I help you guys!" REALLY!!?!?

I promptly said out loud, "What about us!?" Suddenly a young man named Connor, quickly realized he better shift gears & save the tense ,& awkward moment. From then on,the "Customer Service" was outstanding. As we checked out, we unfortunately were exposed to some technical difficulty from your register/credit card machine. But to no avail,we were saved by a kind & confident young lady named Rachel.

I believe the young man who nearly spoiled my day was named Eljan? Not sure of the spelling.My advise to young Eljan, treat ALL your customers like they are your family, because if you don't,SOMEONE ELSE WILL. By the way, we spent $227.30 It would have been more, but my wife was not as forgiving.

Thanks again to Conner & Rachel.

Tony Martinez
210 286-8465
[email protected]
WOULD LOVE TO HEAR FROM YOU...

Very poor, not helpful, take an arrogant approach. Would not admit their shoes were at fault. Wanted me to send back but would not pay postage.

went to buy shoes to 3225 Peachtree rd Atlanta ga. employee was rude and did not offer any alternatives. I was with a client who needed support shoes.
she chose a pair but they were not comfortable. she wanted to try another model but sales person said that those fitted her well. the size was 10 1/2. her size was 10. he hesitated in bringing the other pair in size 10. I had to tell him "don't you work here?" he turned around and brought the ones my client chose and they fit perfectly. He did say that those shoes were not the perfect size.

I have been loyal customer of New Balance 993 Gray shoes , this pair was one pair has started peeled in the front. I sometimes buy 2 pairs and these have sit , but within a week the front have peeled loose. I really think this shoe or pair needs replacing . I love American made shoes , and his is why I buy these shoes.

A Few Years Back, New Balance Made A Open Toed ââ?¬Å?801ââ?¬Â? Slide Sandal, I Have Been Looking For A Size 11m For A Long Time ! They Were The Best Slide Sandal, I Wore Them Practically Every Day For 3 Years. Is There Any Chance That You May Have A Few Pairs Hidden Away Somewhere??/ New Balance Made A Huge Mistake Discontinuing The 801 Slide Sandal. Please Get Back To Me, I Am Going Crazy Trying To Find A Similar Shoe, Without Any Success!!

Sincerely, Catherine

Been trying for over a week to speak to a person with no luck and no call back

I have been a NB customer for about 20 yrs I have an issue I need help with


Thank you

Beth Allen

I have a long time costumer of NB shoes,this brand is only show that doesn't cause me foot pain.I have purchased 1080's several times and I love them except one thing.That is holes develope in toes of the shoes,this last pair is not that old and not wore very much.I can't continue to buy them and replace them frequently.I think a reforced toe or leather should come back further over the toe.

I purchased a pair of new balance tennis sneakers which were the best sneakers I have ever worn and that is over 30 yrs of playing tennis. I can't find the bill that was inside the box I received from one of your locations.the only thing I found on the shoe that didn't rub off is revlite noure. it looks lite. I can be reached at

Just to let new Balance know I will always buy your shoe's because they are made in America! I just bought a new pear two months ago from Joe's shoe shake on line love them. Thamk you for not leiving our country!!!!

I purchased a pair of 928 mens walking shoes on 2/22/2014 at a cost of 135.00 dollars.
my complaint is now the soles are coming loose while the rest of the shoe appears to
be in excellent shape. It would seem to me that for the cost of the shoes they should
last much longer than this.I am considering never to purchase NB again, after years of
buying and wearing NB shoes. I'm really disappointed in the quality of the 928 shoes.

I have a pair of women's 574 new balance and in less than 4 months the Soles are coming apart the black above the sole of shoe is peeling off.very disappointed and would like my shoes replaced or a refund to purchase another brand.. unhappy...

I purchased a pair of new balance 2, ,weeks ago and they make my feet stink...how can you make it right for me.. very disappointed customer .

A number of years ago , I started purchasing New Balance shoes because the Nikes' I had always worn ,started coming apart ." soles and toes". I have had six pairs of the 642 shoes which you no longer make . Earlier this year,I purchased a pair of 608 shoes and the sole and toe came loose in less than two months. I took the shoes back to sears in Waco , Tx. and was told they only guaranteed the shoes for thirty days and that I also did not have the correct receipt for 608 shoes .I asked for the dept. mgr. and he told me the same thing . I tried to explain that I had the receipt that was given to me and he replied ,when you get the correct receipt, we will decide if we will exchange the shoes as we only warrant them for thirty days.

I have given up on Sears and will never shop with them again. I did however , purchase a pair of New Balance 659
shoes at Penneys'. Only wish I had gone to Penneys' to begin with .

Thanks for listening,
J. O. Oliver

To Whom it may concern,
First of all I am a frequent shopper at your outlet store.
wearing your running shoes an apparel and always encouraging others to shop there.
My problem is that I see your advertisement for your shopping night, and everytime I try to register, itsays its full!
So why do you keep placing the add in the newspaper? It's very discouraging.
Thanks for listening.

I want to reach a special shout-out to one of the employees at the store located in San Ysidro California at the mall Las Americas Premium outlets for an outstanding job and costumer service. I walked in today March 14th with my family we all are deaf we don't have the ability to speak or listen and Karla went out loud with her sign language skills to communicate with me. I ended up buying 3 pairs of shoes for my whole family I feel welcomed and this little things matter for people like me. It was a fresh nice air being understood and helped. Having someone with the skill and knowledge that not many people count on should be recognized. I'm gonna go shopping more often. Well done Karla and New balance.

I would like to recognize an employee, Cameron, at the Winston-Salem New Balance store. I took my husband - who has advanced Alzheimer's in to get a new pair of shoes. Cameron showed exceptional patience with him. He is difficult to work with and difficult to please. Cameron was patient and friendly. She tood her time and made sure his shoes fit properly and he was happy with them. He had to try on three or four pair before he found what felt good to him. He wasn't rushed and Cameron had no trouble keeping him calm and focused. Thank you so much Cameron for making our shopping experience a good one!

I had a service rep named Anthony in the White Plains store. He was very good and did not pressure you into buying the shoes. A good courteous salesman.