New Balance Anmeldelser 

Delays. They take your order and payment, then send an automated email saying there's a delivery delay with no timescale. When I rang to speak to someone for an update, I'm told they can't give me one. I explained the purchase was a birthday present and I had allowed a full week for delivery which was estimated at five days. I was told orders placed at the weekend are not never processed until Monday. It's now been 4 days and this have not even been despatched. No update on the website against my order. Absolutely awful service with no indication as to when, if ever, the goods will arrive. In the meantime, they have the money I cannot now use to buy my daughter an alternative birthday present.

Awful first experience of using NB. 7 days and still not even processed. Shoe size now out of stock. I've said I'd take half a size smaller, however they can't change it and will only do it by a refund, once the shoes that aren't in stock are delivered and returned (which clearly won't be happening). Atrocious customer service if this is the attitude. They could simply send me a size 10 rather than 10.5, but won't budge on this policy.

Poor show from New balance.

Order placed on 26/7 and a week later still not dispatched - only a confirmation email received, website says the order is "processing".

Managed to speak to someone via their contact phone number and they say the warehouse is inundated due to their "promotion" but will prioritise my order to be dispatched today..

Edit: 3/8/26
Email to say they have been dispatched.

I am very disappointed with my experience ordering from New Balance. I placed my order on 24 July, and the estimated delivery date was 28 July. The order has still not been delivered.

I contacted customer care, but instead of providing a clear update, I was only told to wait for a few more days. I have not received any message or notification explaining the delay, and when I track my order, it still shows “Order Processing.”

This lack of communication and delay in processing is frustrating. I expected better service and timely updates from New Balance. I hope they improve their order processing and customer support so other customers do not have the same experience.

Would give them zero if I could! Ordered 2 pairs of trainers, during their recent promotional campaign. Had no updates on the order, when I check the account it says order pending, Customer service is useless can’t cancel the order but also can’t chase it so told to wait and see what happens. Asked if I could make a complaint about lack of communication etc and told they have no complaints procedure and to email the customer care team but they don’t know if anyone would come back to my email!!
Be reporting to trading standards.

We've bought our daughter a pair of NB trainers, we've always had them and loved them. HOWEVER... the latest trainers, she wore for 2 days for school (max of 14hrs) and the sides of both trainers have completely crumbled. Not what you'd expect from New Balance, so we thought it must be a manufacturing default as surely a pair of trainers that we're almost £100 (we bought in sale at £58) should not do this. Their response was absolutely shocking, from looking at a photo only, they said it was not a fault of theirs and that our child must have damaged them.
There is absolutely no chance that my daughter could have done this, she hadn't even had sport on those 2 days, they were wearing trainers due to the hot weather.
I am absolutely appalled at the way in which or complaint has been handled, the blame that has been put back on us and the fact that we have paid £60 for a 2 day wear and now have trainers which are ready for the bin.
WHAT HAS HAPPENED TO SUCH A GREAT COMPANY THAT PRODUCED GREAT TRAINERS? IS THERE SOMETHING WRONG AT THE TOP? CHEAP MANUFACTURING? OR LACK OF RESPECT FOR LOYAL CUSTOMERS?

Was sent wrong trainers wrong size . Emailed and rang them . Sent relevant pictures on 22nd June and still waiting for refund today 20th July . Absolutely ridiculous .

New Balance make out they are a premium provider. They tout their ‘Made In’ range as premium and certainly charge a premium price. I would expect a £210 pair of trainers to be good for at least a year of normal use. Mine fell apart after 3 months and maybe 4 or 5 very light occasions of wearing. Customer service offers half refund and said take it or we’ll close it and you get nothing. Awful company who I’ll never but from again. Be warned.

Would give them zero, ordered trainers, parcel not received and have been waiting 3 weeks now for my refund. Customer service is useless, have been reported to trading standards.

Terrible customer service – Avoid if you expect fair treatment
I ordered two pairs of shoes, but UPS only delivered one. When I contacted New Balance, they took weeks to investigate, only to tell me they won't take responsibility unless I can "prove" I didn't receive the missing pair and provide the original packaging. How do you provide packaging for an item that never arrived?
As a loyal customer, I even placed a replacement order, trusting they would fix their mistake and refund me for the missing pair. Instead, I’ve been left out of pocket. Incredibly disappointing service.

Website that lists return refund before tax. NB quickly responded to my complaint and recognised the confusion.

Shoes themselves fit very small, so I had to make a second purchase but otherwise arrived well packaged and of expected quality.

My previous very negative review updated to recognise the human in customer service (Dale). A seemingly rare thing now.

Delivery company & NB updated account to say delivered, delivered at local shop, I paid for home delivery, company made no attempt to deliver at home.

Awful customer service. No care for customer experience or doing the right thing as a company. Really disappointed, as I don't even have the item and no refund or replacement arranged due to backwards customer hating policy. They don't value your business, can't rate product because it never arrived.

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.