Newbalance Reviews

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70 Reviews

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E Eddie Bushe
20 days ago

A Loyal Customer Disheartened: A New Balance Review

As a devoted follower of New Balance, I feel compelled to share my recent disappointing encounter with their Customer Service Department. The anticipation of receiving my new shoes was quickly overshadowed by the realization that they were slightly too big. Eager to exchange them, I diligently followed the return process only to face a frustrating roadblock. Despite the returns label provided, my attempts to return the shoes were thwarted as the UPS drop-off location flagged the label as previously used. Unwavering, I reached out to New Balance's customer service for assistance, hoping for a prompt resolution. However, my optimism waned with each passing day as four different representatives assured me of a new label via email, none of which materialized. Even after resorting to alternative return labels within their system, the UPS drop-off point remained adamant in their refusal to accept the package. Recalling my early support for New Balance during its inception in the UK market, this ordeal has left me disheartened and questioning future purchases from their website. In light of this unfortunate experience, I implore New Balance to reevaluate their customer service practices to uphold the trust and loyalty of their dedicated clientele. Your brand deserves better, and as a fervent advocate, I yearn for the swift resolution and seamless service that once defined our relationship.
F Francia Carolina Mesa Martinez
23 days ago

Lost parcel

My review for newbalance.com My item was bought the 1st of February and the delivery Ups said it was delivered on Friday the 9th. That's not true! They never came to my address, I called to claim and the both companies said I need to wait another 12 days more for an investigation. Please, DO NOT BUY IN THE NEW BALANCE WEB!!! SCAMMERS 🚨🚨🚨🚨🛑
N Natalie Cooper
24 days ago

Absolutely shocking!

My review for newbalance.com Absolutely shocking!! Ordered 3 pairs of trainers, one pair they cancelled and only delivered one pair out of the other two, but charged me for two pairs. Have spent weeks chasing them about it. Just keep coming back with the tracking ref for the pair they delivered and closed the file. I have called and was told somebody would call me back, but no contact. I then raised a complaint through PayPal for them to do the same and they provided PayPal with the same ups tracking number. I have provided photographs of the emails, trainers in the packaging and the ups label with weight of the parcel on scales etc two both PayPal and new balance. I cannot get this resolved and I cannot believe such a big company can have this level of poor customer service!!!
W Wishart
29 days ago

Wish I’d read reviews on here first

My review for newbalance.com Wish I’d read reviews on here first. Bought 02/01. Arrived 09/01. Returned one pair of trainers 13/1 via UPS. Call handlers give different reasons for not receiving my refund. One said he could see they were in the warehouse. Another said they hadn’t received them. Both assured me that a refund would be paid last week. Still waiting
P Pk
35 days ago

POOR, POOR QUALITY

My review for newbalance.com Bought a pair of trainers end Sept 23. Barely wore them a dozen times when I noticed a hole appearing in the right toe. Contacted NB Customer Service team in early January, to be told that there was no fault. No refund offered. Asked for a prepaid postage label to return to their Quality Team for a closer inspection, no joy. All I was offered was £20 and case to be closed. Then 2 weeks later the inside of the left trainer had developed holes. Again, £20 offered. Expensive trainers and unbelievable poor quality. I just can't believe no refund offered, only wish i had read the reviews here before purchasing. Intending to report to Trading Standards.
S Susan
35 days ago

Exceptional Online Experience for Wide Fitting Shoes at New Balance

Embarking on a quest for the perfect pair of wide-fitting shoes led me straight to newbalance.com, and what a delightful journey it was. Unlike my disappointing trips to the Oxford Street store, my online experience with New Balance was nothing short of exceptional. Browsing through their extensive collection, I was thrilled to find a diverse range of stylish and comfortable options tailored to my specific needs. The user-friendly interface made it a breeze to navigate through various categories, allowing me to explore a plethora of wide-fitting shoes without any hassle. From athletic sneakers to casual wear, each product page was adorned with detailed descriptions, high-quality images, and numerous customer reviews that provided valuable insights. The sizing guide was particularly handy, ensuring that I selected the perfect fit without any second-guessing. Placing my order was quick and straightforward, thanks to the seamless checkout process and multiple secure payment options available. The real magic, however, happened when my package arrived sooner than expected, neatly packaged and ready to unveil. Slipping into my new wide-fitting shoes was a revelation. The impeccable craftsmanship, superior comfort, and impeccable fit instantly won me over. It was clear that New Balance had exceeded my expectations, delivering not just a pair of shoes, but a newfound sense of confidence and style. As I bid farewell to my old, ill-fitting footwear, I couldn't help but marvel at the seamless online shopping experience that New Balance had provided. No longer bound by the limitations of brick-and-mortar stores, I had discovered a world of possibilities at my fingertips, all thanks to newbalance.com. In conclusion, if you're in search of wide-fitting shoes that not only meet but exceed your expectations, look no further than New Balance. With their unmatched selection, top-notch customer service, and prompt delivery, they have truly set the standard for online shoe shopping. Experience the difference for yourself and step into a world of comfort and style like never before.
K kerri Stanyer
36 days ago

If I could give no stars I would

My review for newbalance.com If I could give no stars I would. Avoid at allCosts. Delivery took more than a week. I returned a pair of trainers on the 10 January 2023, I have chased my refund at least 4 times on live chat, 3 times on email and still waiting. Live chat cut me off, have told me twice that they’re doing a manual refund which is a complete lie. I’m still waiting for a refund from them.
J John Rambo
36 days ago

As poor as every other reviewer has said

My review for newbalance.com As every other reviewer has said, terrible customer service. Waited 3 weeks for a refund (1 email per day from Selene at 'customer service') before contacing PayPal for the refund, who declared in my favour instantly. Says a lot! Used to be a big fan of NB, won't use them again now (see Nike for how to do things properly).
G GG
36 days ago

Above and Beyond Quality Shoes, Disappointing Customer Service

When I initially ordered my shoes from newbalance.com, I was thrilled at the prospect of owning high-quality footwear that promised both comfort and style. However, the luster of this excitement quickly faded when I encountered a major hiccup in the delivery process. The delivery company, DPD, claimed to have made an attempt to deliver my parcel, but to my dismay, no such attempt was actually made. Frustrated and disheartened, I reached out to the customer service team at New Balance for assistance. Unfortunately, their response left much to be desired. I was informed that I needed to take the matter up directly with DPD, despite having made the purchase through New Balance. When I requested that New Balance liaise with DPD on my behalf, I was met with a resounding refusal. This lack of support and empathy was truly disappointing, especially considering the investment I had made in their products. Having placed my order 11 days ago (or 8 business days ago), the delayed delivery only added to my disillusionment. The renowned quality of New Balance products comes at a premium, and rightfully so. However, the subpar customer service experience tarnished the entire purchase for me. It pains me to say that this incident has cast a shadow over my perception of New Balance as a brand. Regrettably, it seems that this will be the last time I invest in a New Balance product, despite the exceptional quality they offer. In conclusion, while I cannot fault the exceptional craftsmanship and comfort of the shoes themselves, the disappointing customer service experience has left me feeling undervalued as a customer. I hope that New Balance will consider reevaluating their approach to customer support to ensure that future patrons do not encounter similar setbacks.
P Peter Fisher
37 days ago

Do not order from New Balance

My review for newbalance.com Do not order from New Balance. Appalling customer service and idiotic customer service people. Paid £14.50 for express delivery which said 1/2 days for delivery. Arrived 5 days late. When I asked for a refund of the money it was declined. A brutally poor service compounded by multiple lies and falsehoods from their customer service people. Buy Nike or any other brand instead. Shameful
D DARREN MELLOR
41 days ago

An Unforeseen Journey of Disappointment and Discontent

Reflecting on my recent experience with newbalance.com brings forth an unexpected and disheartening journey. The boots I purchased, with hopes of quality and durability, surprised me with their swift demise - splitting apart within a mere 24 hours of wear. Disappointment engulfed me as my £120 investment seemed to vanish before my eyes. Attempting to seek resolution and understanding, I turned to customer service, only to be met with a cold shoulder and lack of empathy. The indifference displayed in handling my concern left me feeling unheard and disregarded. As a loyal consumer, the lack of care towards rectifying the situation was truly disheartening. In light of this unforeseen turn of events, I find myself at a crossroads. The brand I once trusted and valued now stands tainted by this experience. Selling off my collection of NB clothes and footwear has become a bittersweet task, a silent farewell to a once-beloved brand. As I navigate away from newbalance.com, the scars of this encounter linger, a reminder of the importance of customer care and appreciation. This chapter closes with a sense of disenchantment, marking the end of a once-cherished relationship.
R Richard Attwood
42 days ago

Don’t hold your breath waiting for a refund!

My review for newbalance.com What a dire company. A simple genuine return turned into a circus of ineptitude. Weeks of phone calls and emails eventually produced the refund. To add insult New Balance asked after each contact “how did we do”Well in a word - useless! The management need to get a grip!
K KC
50 days ago

Exceeding Expectations: A Story of Resilience and Customer Satisfaction

From the depths of disappointment emerged a tale of triumph with New Balance. Despite initial setbacks in delivery timeframes and tracking updates, my experience with their customer service team painted a different picture. After reaching out via email, a glimmer of hope appeared as my awaited order finally arrived. Although the delivery mishap had caused frustration, the dedication of the New Balance team to rectify the situation shone through. Their unwavering commitment to customer satisfaction transformed a negative experience into a positive one. While the refund for the delivery charge was not granted, the genuine effort to address the issue spoke volumes about their integrity. In a world where seamless transactions are expected, encountering obstacles can be disheartening. However, it is how companies handle these challenges that truly defines their commitment to their customers. New Balance's willingness to listen, engage, and ultimately deliver on their promise showcases a brand that values the trust of its patrons. In the end, my journey with New Balance was not just about receiving a pair of shoes – it was about witnessing a company rise above challenges and go the extra mile to ensure customer satisfaction. It is this resilience and dedication that sets them apart and leaves me with a newfound sense of loyalty. Thank you, New Balance, for turning a potentially negative experience into a shining example of exceptional service.
C Caitlin
51 days ago

New Balance Went Above and Beyond to Make Things Right

When I initially had to return an item to New Balance through their UPS return label, I encountered some issues with the process. However, the way their customer service team handled the situation completely turned things around for me. Despite the initial delay, New Balance's customer service team went above and beyond to rectify the situation. I made a couple of calls, and although I faced some initial challenges in reaching them because of the high call volume, once I connected with a representative, they were extremely helpful and understanding. They patiently listened to my concerns and ensured me that they would investigate the delay in processing my return. To my surprise, not only did they promptly address the delay, but they also took the extra step to offer me a discount on my next purchase as a gesture of goodwill for the inconvenience caused. This truly showcased their commitment to customer satisfaction and retention. I deeply appreciate the effort and personalized attention that the New Balance team dedicated to resolving my issue. It's refreshing to see a company that genuinely cares about their customers' experiences and is willing to take the necessary steps to make things right. This level of dedication has definitely earned my continued loyalty as a customer, and I'll be sure to recommend New Balance to friends and family. Thank you, New Balance, for your exceptional customer service and for turning what started as a frustrating experience into a positive one.
C Caitlin
51 days ago

Horrible service I returned an item…

My review for newbalance.com Horrible service I returned an item though their ups return label which reached new balance on the 3rd - it is now the 16th and I am STILL waiting for a response! Called the customer service number someone answered and then hung up so called again and after waiting on hold for a while the phone lines closed! I have also contacted twice via email and still nothing Discusting service!

Introduction

Newbalance.com is the official website of New Balance, a renowned athletic footwear and apparel company. Known for its commitment to quality and performance, New Balance offers a wide range of products for athletes and active individuals. With a user-friendly interface and a vast selection of products, the website aims to provide a seamless and convenient shopping experience for its customers.

Pros

  • Extensive selection of athletic footwear and apparel
  • High-quality products known for durability
  • User-friendly website with easy navigation
  • Regular promotions and discounts
  • Responsive and helpful customer service
  • Loyalty program for returning customers

Cons

  • Pricing can be slightly higher compared to some competitors
  • Limited options for customization
  • Shipping costs may vary depending on location
  • Social media integration could be improved
  • International shipping options are limited

User Experience

Newbalance.com offers a seamless and enjoyable user experience. The website's clean design and intuitive navigation make it easy for users to browse and find the products they need. The search function is efficient, allowing customers to quickly locate specific items. Product pages provide detailed descriptions, size charts, and customer reviews, helping users make informed decisions. The checkout process is secure and straightforward, with multiple payment options to choose from.

Pricing and Value for Money

New Balance products are priced slightly higher compared to some competitors, reflecting the brand's commitment to quality and performance. While the premium price may discourage budget-conscious customers, the durability and longevity of New Balance products make them a worthwhile investment. Additionally, the website regularly offers promotions and discounts, allowing customers to get excellent value for their money.

Customer Service

New Balance prides itself on providing top-notch customer service. The company has a knowledgeable and responsive support team that can be reached via phone or email. Customers can expect timely and helpful responses to any inquiries or concerns they may have. Whether it's assistance with sizing, product recommendations, or order tracking, New Balance's customer service team is dedicated to ensuring customer satisfaction.

Product Quality and Selection

New Balance is renowned for its product quality, particularly in the athletic footwear and apparel sector. The company uses high-quality materials and innovative technologies to create durable and performance-enhancing products. From running shoes to lifestyle sneakers, customers can find a wide selection of styles, sizes, and colors to suit their preferences. Although customization options are limited compared to some competitors, the vast range of pre-designed products caters to various athletic activities and style preferences.

Website Usability

With its user-friendly interface and intuitive design, Newbalance.com offers excellent website usability. The homepage showcases featured products, promotions, and new arrivals, making it easy for customers to discover the latest offerings. The navigation menu is well-organized, allowing users to browse products by category or activity. The website also features a responsive design, ensuring optimal viewing and interaction on both desktop and mobile devices.

Returns and Exchanges

New Balance has a hassle-free returns and exchanges policy, ensuring customer satisfaction. If a customer is not fully satisfied with their purchase, they can return the product within a specified time frame for a refund or exchange. The company provides clear instructions on the website regarding the return process, including information on return shipping and any associated costs. New Balance's commitment to customer satisfaction is evident in its straightforward and customer-friendly return policy.

Promotions and Discounts

Newbalance.com consistently offers promotions and discounts, allowing customers to save money on their purchases. The website prominently displays ongoing promotions, such as seasonal sales or limited-time offers, on its homepage. Customers can also join the New Balance loyalty program to enjoy exclusive discounts and rewards. By regularly checking the website or subscribing to the newsletter, customers can stay updated on the latest promotions and take advantage of the available discounts.

Reputation

New Balance has built a strong reputation as a reliable and reputable brand in the athletic footwear and apparel industry. With years of experience and a focus on quality, the company has gained the trust of athletes and active individuals worldwide. New Balance's commitment to product performance, social responsibility, and customer satisfaction has earned it a loyal customer base and positive reviews from users and experts alike.

Payment Options

Newbalance.com offers a variety of secure payment options to ensure a convenient checkout process. Customers can choose to pay using major credit cards, including Visa, Mastercard, and American Express. The website also accepts PayPal as a payment method, providing additional flexibility for customers. The secure payment gateway ensures the safety of customers' personal and financial information during the checkout process.

Loyalty Programs

New Balance offers a loyalty program to reward its returning customers. The program allows customers to earn points for every purchase, which can be redeemed for exclusive discounts and rewards. By joining the loyalty program, customers can enjoy personalized offers, early access to promotions, and other benefits. The program encourages customer loyalty and enhances the overall shopping experience on Newbalance.com.

Customer Reviews

Customer reviews are an essential part of the shopping experience on Newbalance.com. Each product page features user-generated reviews, providing valuable insights from other customers who have purchased and used the product. These reviews can assist potential buyers in making informed decisions by understanding the fit, comfort, and performance of the product. New Balance values customer feedback and encourages users to share their experiences and opinions.

Community Involvement

New Balance is actively involved in supporting various communities and causes. The company's website showcases its commitment to social responsibility, highlighting initiatives related to sports, education, and community development. New Balance partners with charitable organizations and sponsors sporting events, displaying its dedication to making a positive impact beyond just selling products. This community involvement reinforces the brand's values and resonates with customers who prioritize supporting socially responsible companies.

Shipping and Costs

New Balance provides reliable shipping services to customers within the United States and several other countries. The website offers multiple shipping options, including standard and expedited delivery, with estimated delivery times provided during the checkout process. Shipping costs may vary depending on the location and chosen shipping method. Occasionally, the website may offer free shipping promotions, further adding value for customers. International shipping options are available, although they may be limited compared to domestic shipping options.