New Balance Avaliações 535

Appalling service. I purchased some trainers Easter weekend at Cheshire oaks store. I wore for first time this week and noticed a hole. I tried to take back to Leeds store (where I live) unable to return they told be to send a query online. I have been told o have to return to Cheshire oaks store only - I live no where near I was just visiting for the weekend! Can’t even send back through post. Been offered a £20 voucher! For £85 trainers I can’t wear - how is that fair? Getting no where with the customer service team - they keep sending me a copy and pasted reply back!

Absolutely disgusting customer service!

I ordered a pair of £160 trainers, and an empty box was delivered - no trainers. I contacted New Balance Customer Services immediately and they said they’d investigate it.

I supplied them with a video of me opening the ridiculously light box to reveal nothing inside.

They came back 4 days later and said there wasn’t an issue their size, so therefore they weren’t able to send me a replacement pair of trainers nor offer me a refund.

‘Case closed’.

So effectively they are saying I’ve fabricated the whole thing. Which is completely untrue.

Under the Consumer Rights Act they are legally obliged to resolve the matter as I didn’t receive the goods I purchased.

Absolutely disgusting from a multi-billion dollar business. Needless to say I won’t be buying anything from them again, and will be doing my level best to persuade everyone else to do the same.

I have been a New Balance customer for several years; however, it is fair to say I won't be any more. I recently purchased a pair of 574's, the same size as all my previous pairs, and with the new pair, there is a fundamental issue with the toe box; it is not deep enough, and it causes discomfort. I complained to New Balance Customer Service, provided images, and even compared them to a previous pair where the toe box was very adequate and comfortable. Customer service's response was that the images were reviewed, and they found no signs of defects. It is quite amazing; they can determine from just a photo when the issue is inside the shoe. I now have a worn once only pair of £100 shoes that are quite frankly fit for the bin, as I can never wear them.

I’ve had many pairs of New Balance trainers before and they have lasted ok. This latest pair has practically fallen apart after six months, I haven’t exercised in them once and I work away half of the time! Shocking quality and £110!! Spoke to customer service and they said wear and tear is normal

Ordered online easily with a discount code. It was shipped very quickly (Scotland) and arrived within a couple of days via UPS. No issues with delivery. I ended up needing a refund across two orders because they weren’t quite the right fit. The online refund process was straightforward and I had a drop off area nearby, however I was travelling into Glasgow and decided to return them in person (which the website said I was able to do even if I had started online returns, which was handy and meant I got my money back quicker).

I then had such a great experience at the new New Balance shop on Buchanan Street. I’d ordered three pairs of trainers online in two different sizes, but none fit properly as I have ongoing foot issues that make finding the right size a bit of a challenge. Carey was incredibly friendly and helpful from the moment I walked in. My expectations were managed with how long it would take to process the refunds on the system, and while I was waiting I was invited to speak to another member of staff, Holly, to see if they could help me look at sizing options in the meantime.

Holly introduced me to their 3D foot scanner, talked me through the measurements, and helped identify a couple of styles that might work for my feet without the hassle of ordering multiple pairs online and returning them. There was one pair I loved but assumed wouldn’t work because they weren’t a wide fit, but both Carey and Holly explained that it’s actually a style many people with foot issues find comfortable. I tried them with my custom insoles and they fit perfectly — so comfortable I bought them on the spot! They’re ideal for walking to and from the gym on pavements, which is exactly what I needed.

The shop was quiet, so I ended up having a lovely chat with both of them about gym classes while I tried things on. I asked for their names so I could leave a positive review — they mentioned the store was new, which surprised me because they were both so knowledgeable and helpful.

I’ll definitely pop back in next time I need new shoes. Great selection of gym gear too, and the store is spacious and easy to move around in while trying shoes on. Highly recommend!

Note: The one piece of feedback I do have for Head Office is that it would be good if corporate employee discount codes could be accepted at the checkout in store and not just online - I was advised it’s only really student and NHS/blue light codes that can be used on the tills in store. I still decided to buy in store rather than online because the staff had been so helpful, but I could’ve left and ordered online for a discounted price where the code would have been accepted, so it would be good to be able to use them in both places. Thanks!

Awful customer service.
Ordered a hoodie and received a tshirt/Jersey

Customer service were absolutely useless, and I had to dispute it with my credit card.
Never again

Exactly the same experience as Pam. Item was delivered somewhere random by UPS despite being home all day to receive it. Customer services was rude, told me that maybe my address was dangerous (?!?!). Told me that maybe possibly who knows it might be redelivered. Useless

Poor quality shoes (600) and poor customer services. Avoid

Compré unas deportivas hace un mes, en un outlet de New Balance, hace una semana me fijé que ya se han roto… de la zona donde se junta la tela con el plástico.
He escrito a New Balance y me dicen que es por el uso… las uso para bajar a la calle, no corro, no hago deporte con ellas, solo voy a la calle.

He de decir que el precio inicial de las deportivas es de 160€ y me costaron 70€, baratas no son.

They refused to return the trainers because I had no box, but the box got damaged because of the delivery. Anyway ridiculous! £170 what I’m going to do? That is my new balance number 4, total disrespect.

Very disappointed with both the product quality and customer service from New Balance.
I purchased a pair of shoes for around £100, expecting good durability. However, after a couple of months of normal use, a hole developed exactly at the point where the leather meets the mesh. This clearly looks like a weakness in the construction rather than normal wear and tear.
The shoes have not been heavily used, are still in otherwise very good condition, and have never been washed in a machine. Despite providing detailed photos and explanation, my complaint was rejected and classified as “general wear and tear.”
I expected better quality and much better customer support from a brand like New Balance.
Overall, I feel let down and would not expect this level of durability or service at this price point.

My experience of New Balance's re-issue of the 991v1 trainer has made me not want to (try to) make a further purchase from the company in a future drop.
I was fully primed and enthusiastic about this launch.
On Thursday 5 February at 09:00AM, within seconds of the trainers becoming available online, I had placed an order. At 09:02AM New Balance UK sent me an automated confirmation email. That confirmation included an estimated delivery date of “09/02/2026”.
However, shockingly some five days later, on Monday 9 February at 13:42PM, I received a subsequent email from New Balance now cancelling my order indicating that the item was sold out and out-of-stock. Of course, this came as an unpleasant development.
Who cared? Not Customer Services.
I immediately raised my concerns with them. The best they could do was speculate that the website may not have adequately refreshed. There was no proper support or assistance.
Rather ridiculously, throughout 5 February, the website consistently showed that the trainer was still available in my size, to purchase. Indeed, I kept checking, to see how the launch was going. Clearly there was stock. But Customer Services showed no interest in checking what had gone wrong in my case with the ordering system.
Added to this disappointment, when I requested to Customer Services to make a formal complaint to have the matter looked at, they undertook only to forward my emails to the “relevant team” (no proper complaints procedure appears to be in place). And, even worse, Customer Services indicated that there was no promise of a response on account of the [my underlining] high volume of complaints. It does not seem satisfactory.
The conclusion I draw from all this is that New Balance successfully sold out the re-issue. The fact that there were evident issues with my confirmed order meant pretty much nothing to them.
I felt very devalued as a customer. New Balance, never again.

My first experience was good so I ordered again . Sadly this time it truly one of worst experiences. UPs said they attempted delivery then left in drop off shop I can't reach. Customer service emails not clear and still awaiting refund. Even though product good I never order again.

Avoid at all costs! After ordering two pairs of trainers I sent the size that were too small back. After me waiting and waiting I reached out to them for an update on my return for them to say there’s a problem the parcel was never collected! So I’m still waiting for my £170 refund and also this happened in 2024 to me too which I gave the benefit of doubt and presumed it was a genuine mistake but for it to happen again it clearly isn’t! They can take money and orders correctly why not process returns and give people their money back that way too? It’s a joke and highly stressful! Shameful for such a big name!

NB product was poor. It took me 3 weeks of sending emails to customer service AND sending DM's to their social media accounts, before anybody replied, in any form.
It was only after I threatened a section 75 action via my credit card company that your CS department then deemed it necessary to reply to my emails.
Shameful behaviour and I will never purchase a NB product again.

I made a purchase of NB 9060 which didn’t last long around 3 weeks, the front top of a sole came off. So I contacted a costumer service and provided pictures of faulty trainers. The customer service provided me a refund without sending the shoes back. Definitely would by more shoes off NB

Don’t order from this company you wont get your delivery! Ordered trainers on the 3rd of Feb for delivery the 9th still haven’t received them. Apparently UPS attempted delivery (they never) and said they delivered to a pickup location? No idea where and I asked for it to be delivered and they launched an investigation we ended with “proof of delivery”, still haven’t a clue where they are. Spoke to customer service and all they want to do is come away from the chat, worst company I’ve bought from, just to help anyone else you need to avoid.

Do not do it. Unless you stay at home all day, don’t waste your time, money or patience ordering from this company. They use UPS to deliver and no where prior to order do they inform you that unless you are prepared to stay in all day on any day from the moment you place the order you won’t get your item. I reported my dissatisfaction to customer service after one delivery attempt in working hours as UPS told me it was being returned to New Balance. They were as helpful as a chocolate fire guide but did inform UPS to deliver again and told me to leave instructions as to where I should leave it. UPS failed to follow this simple instruction on two more occasions. Why they use this company and don’t inform their online customers that an adult signature is required is beyond belief. Oh and to top it off, I now have to wait 5-8 working days to get my money back once they receive the item. Crap! Crap! Crap!

Completely avoid buying direct from these if you can.
Purchased 2 pairs of kids shoes size 11 and size 12 for christmas, didnt get onto it til other week that one of the size 12s even though its labeled as 12 is actually a 11.5. Got in touch as clearly a fault their end and got offered 15% off next purchase and then closed the ticket as soon as I said is that all I only want to swap a single shoe to the right size
Should have looked at the reviews everyone's gave them

Had a faulty pair of trainers that practically disintegrated after a short time. Referred this to NB but they were so not interested in taking any responsibility for their faulty product and gave me every excuse not to help. I spent days exchanging emails with their so called "support" department but they just kept batting me back and saying it wasn't their responsibility to help. Does not surprise me that they have such a low Trust Pilot rating!!!!