New Balance Anmeldelser 543

I ordered infant trainers for my 18-month-old daughter, but the parcel has been missing since 8 June. More than three weeks have passed, and New Balance still cannot tell me where the trainers are.

Every time I contact customer service, I receive the same response from Joan, saying they are still investigating. There has been no progress, no replacement sent, and no resolution.

Meanwhile, New Balance has already taken my money and left my daughter without the shoes we ordered.
It is extremely frustrating to keep receiving the same email while nobody seems able to locate the missing parcel. At this point, I have lost confidence that New Balance will resolve the issue.

I am now hoping Klarna will help me obtain a refund because New Balance has failed to provide the product I paid for.

Very poor customer service and a disappointing experience from start to finish.

I will not be ordering from New Balance again.

Bought a pair of New Balance 530s for £100 and shortly after purchase the upper material tore where the mesh joins the reinforced panel. The soles still had plenty of life left and this was clearly not a case of the trainers simply being worn out.

I contacted New Balance expecting them to stand behind their product. Instead, after providing proof of purchase, photographs and additional information, I was offered a £30 voucher and told my claim had been rejected.

What disappointed me most was that nobody could explain why a £100 pair of trainers developing a hole in this way was considered acceptable. I asked this question several times and never received a proper answer. New Balance simply repeated that the product team had reviewed the case and their decision would not change.

The customer service team were polite, but the outcome felt like a scripted refusal rather than a genuine assessment of a product fault. A £30 voucher for a £100 pair of trainers that failed prematurely is not a reasonable resolution.

Based on this experience, I have little confidence in New Balance's product quality or after-sales support.

Das erste mal bei NB Eu Schuhe bestellt. Schuhe waren zu eng, noch am selben Tag per UpS zurückgeschickt-das ist jetzt über eine Woche her. Nachrecherchiert, immer noch weder Bestätigung noch Erstattung. Und zu allem Ärger erfahre ich noch, dass der Erstattungsbetrag um Versandkosten gekürzt wird-also kein kostenloser Rückversand!
Nie wieder bei NB online!

. I ordered sneakers as a birthday gift and received an empty package. I reported it immediately, sent photos and documentation, and the courier even collected the box. It has now been over two weeks, and I still only get told to “wait for the investigation” while I’m left without the shoes and without a refund. This should not take this long, and as a customer I should not be stuck between the seller and the courier This is just DKK 1,300 shoes. For a company like New Balance, it should not be this difficult to solve such a basic issue for a customer. I’m actually sorry for the brand, because this is not their quality, but the customer service is putting the brand under this issue. That is a big problem.

I bought a pair of trainers off their website. They were too small so created a return label. Dropped them off at drop off point. 13 days later still no confirmation of refund. I called customer services. And surprise, surprise they advised the parcel arrived that morning. She further advised it would take 5-10 days for refund to be processed. So in total potentially 23 days before I get my refund processed. It clearly states on website 14 days. Love their trainers but unfortunately their customer service is so bad.

I ordered a pair of jogging bottoms from New Balance at full price and was disappointed from start to finish. The delivery process provided no specific delivery window and did not make it clear that someone needed to be home to sign for the parcel, which seems excessive for a pair of trousers.

To make matters worse, the delivery company falsely claimed they had attempted delivery, despite me being home all day waiting for it. The parcel was then taken to a newsagent over an hour away, making collection incredibly inconvenient.

When I contacted New Balance customer service, they simply blamed the courier, even though customers have no choice over which delivery company is used. Their solution was to offer a discount on a future purchase, which is meaningless when the poor experience has put me off ordering from them again.

Based on my experience, I would recommend spending your money elsewhere, with companies that value customer service and offer better policies, especially considering New Balance's premium pricing. I suspect the response to this review will be the usual apology and promise to improve, but if the same issues keep happening, it raises questions about how seriously they take customer feedback.. hence their overall star rating.

The reference number:
3604949

I have never experienced such poor customer service from a premium brand.
I placed three separate orders with New Balance. On every occasion, UPS claimed that delivery attempts had been made, yet nobody ever came to my door. I was at home and available to receive the parcels. On some occasions there were even two people at home. Despite this, the parcels were repeatedly redirected to an access point.
The most frustrating part is that I raised this issue with New Balance after the first incidents and explained that UPS was reporting delivery attempts that never actually took place. Rather than properly investigating the matter or taking action with their delivery partner, New Balance appeared to accept UPS's version of events without question.
As a result, exactly the same problem happened again with my third order. In other words, I reported the issue, New Balance failed to address it, and then the same failure was repeated.
Throughout this process I spoke with several customer service agents and received inconsistent and contradictory information. One representative told me that a parcel at an access point could not be re-delivered, while another colleague had already arranged a re-delivery. Different agents gave different answers, creating even more confusion and frustration.
I repeatedly asked to speak with a manager. Each time I was promised a call back or an email "within minutes." No manager contacted me. No follow-up was provided. No one took ownership of the situation.
What I found particularly disappointing was being told that what happens with UPS is essentially not New Balance's responsibility because UPS is a third-party company. As a customer, my contract is with New Balance, not UPS. Customers should not have to fight with a retailer to get them to take responsibility for the service provided by their chosen delivery partner.
Although my first two orders were eventually refunded after being returned to the warehouse, this completely misses the point. The issue was never simply about refunds. The issue was the repeated failure to investigate a serious delivery complaint, which then allowed the same problem to happen again.
I am also concerned that the delays caused by New Balance and UPS may affect my ability to inspect and return items within the return period. This concern was raised multiple times but was not properly addressed until I submitted a formal complaint.
The entire experience caused significant stress, anxiety, and inconvenience. I expected much better from a company positioning itself as a premium global brand.
Expensive products, poor communication, no accountability, broken promises, and a complete failure to learn from previous complaints.
Based on my experience, I would think very carefully before ordering from New Balance again.

My first time online order with New Balance, although I like the running gear, don’t waste your time ordering on line. Delivery was in good time but they delivered the wrong goods, called the helpline, who were unhelpful and want to investigate, that’s their right but I am left out of pocket without the goods I have ordered and paid for. Will never use again.

Very disappointed with New Balance. I purchased a pair of Nova Blast shoes from their official website for £140, expecting good quality and durability. Unfortunately, the shoes did not even last 8 months with only light use. The fabric started deteriorating badly, which is unacceptable for premium-priced footwear.
What made the experience even worse was the customer service. New Balance used every possible excuse to avoid taking responsibility, simply calling it “natural wear and tear.” Their solution was a £40 voucher, which is insulting considering the price paid and the poor quality of the product.
I expected much better from a well-known brand. Based on my experience, I would advise others to stay away.

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.