New Balance Anmeldelser 

I ordered some trainers to a UPS pick up point (£110). I always get things delivered to pick up points because it’s safest (lol- have definitely changed my mind now!). The order stated delivered 3/9/2025 on the tracking. I went to collect them on the 6/9/2025 and the lady at the shop told me they had no UPS deliveries and did not have my parcel. I thought it would be an easy fix. Emailed new balance and I don’t know what planet they’ve sourced their customer service staff from. Just brainless, incompetent, illiterate and couldn’t care less. They kept sending me the tracking information saying it had been delivered. I called them on the phone twice and they feign good customer service by apologising but then don’t actually follow through with what they say. Over a month of emails getting nowhere.
Anyway, apparently UPS did an investigation and sent ‘proof of delivery’. I got an email from new balance saying the case was closed and nothing I could say would change anything. The ‘proof’ they send me was a confirmation of receipt from …. The wrong shop. A shop with a very unique name. A shop a couple hundred metres down the road. And they’ve basically stone walled me now. Called me a liar. So the only option now is to charge back. And funnily enough I ordered the shoes from office.co.uk in the meantime with no problems. Do not buy directly from new balance. Only buy from third party sellers. It honestly baffles the mind how New Balance is willing to call me a liar and ignore the name of the wrong shop in black and white. They just expect me to let £110 go into thin air. They have no grasp of UK consumer law or common sense. A charge back with my credit card is now my only recourse. Order: NK06909802. Beware!

Erg jammer dat in de webshop staat aangegeven dat "de meeste mensen 0,5 maat kleiner bestellen".
Ik geloofde dit en bestelde 0,5 maat kleiner. Deze schoenen waren dus te klein. Dan kunnen ze er beter niks neerzetten.....schoenen terug gestuurd via UPS. Hopelijk komt het geld ook nog retour.

Brought a pair of new balance trainers first time always Brought asics.... thought I would try a different brand they arrived a day before my holiday which I left them behind...... can only wear them for a few minutes and then get pain in my left foot ..... tried to resolve this with new balance with emails and photos ......but they are just saying its my foot not there product ..... most unhappy and feel let down

My worst customer service experience was with New Balance.
I initiated a return over a month ago and dropped it off as instructed. When I noticed there had been no update, I contacted New Balance customer service for assistance. Unfortunately, my interaction with Timo, the representative who handled my case, left me extremely disappointed.
Instead of offering a solution or investigating the issue, Timo bluntly told me to go back to the UPS drop-off location and tell them my return had not yet been received by New Balance. This was frustrating, especially since I had followed their official return process through the New Balance portal.
This response felt dismissive, unhelpful, and frankly incompetent for a brand of New Balance’s reputation. Rather than putting the burden back on the customer, I expected them to take ownership of the issue and help resolve it.

My family and I have always loved New Balance shoes, but I am very disappointed by their voucher policy. A few months ago, I received a voucher as compensation for faulty shoes that developed a defect after only one month of use. When I tried to use the voucher, the shoes I ordered were the wrong size, so I had to return them.

To my surprise, the voucher was cancelled because the order was returned, even though the original issue was warranty-related. I feel this policy does not take into account the human factor, as anyone can make a mistake when choosing a size.

I hope New Balance can review their policy and consider a more customer-friendly approach that acknowledges such situations.

Ik heb in juli 2025 rechtstreeks via de officiële New Balance-website een paar Made in USA 990v6 gekocht (€250). Binnen één maand normaal gebruik begon de zool op meerdere plekken af te brokkelen. Ik heb foto’s en bestelgegevens doorgestuurd naar de klantenservice.

Tot mijn verbazing werd mijn klacht tweemaal afgewezen. Volgens New Balance zou de schade zijn ontstaan door “iets externs” ondanks dat dit slijtagepatroon op beide schoenen en verspreid over verschillende plekken zichtbaar is. Dat is voor mij niet te rijmen met incidenteel schuren of een externe factor.

Van premium schoenen in dit segment mag je verwachten dat ze langer meegaan dan één maand, zeker bij normaal gebruik en zonder intensief sporten. Nog teleurstellender vind ik dat de klantenservice geen oplossing bood.

Never ever again.
Had a 574 model and after 2 month of light use soles have detached on both shoes.
I thought you can trust NB quality but I was wrong. Maybe I was unlucky, maybe but where is quality control?
I tried to contact NB customer service and Bruna told me that if I didn't buy these trainers I should contact the retailer but retailer told me the same thing.
Nice strategy, NB.
Shame on you.
First and last time to NB.

When ordering it said shipping would take 3 to 5 work days. Now 7 days later the shoes still hasn't been sent, I sent a question about it to the so called customer service, but wasn't given any estimate about when I would get my shoes, they just apologized and blamed some problems on the warehouse. I'm never buying these again

New Balance est à fuir !
New Balance n'assume pas sa responsabilité quand votre commande n'est pas livrée.

J'ai beau les relancer au sujet de ma commande ND03199733 de 98 euros, J'attends toujours depuis plusieurs semaines, le résultat des recherches auprès de leur transporteur.

C'est de l'escroquerie pure !
PLUS JAMAIS NEW BALANCE

I have bought the running shoes from their Oxford street store and the sales man advised me to buy a specific size of socks that match my size 15£ which I did I went home try the socks yet they were big! I went back to replace them for a matching one to my size they said sorry it’s hygiene issue it’s hilarious then I said to myself well I will return the shoes and I will never ever buy again from this company

Rubbish company!!! Their trainers have defects, the trainers are sent without the labels and the customer service is absolutely unprofessional!!!! I sent an email reporting those issues after 100 pictures and videos they requested I have an email “if you want full refund send your trainers with labels back bla bla bla “ are you kidding me? I report that I haven’t had a label and THERE IS A DEFFECT in the sole!!!! AVOID buying NEW BALANCE!!

Yup - as a lot of reviews have stated; they're customer service is quick to respond but lack the ability to fix a VERY simple issue.

UPS recognized my Squadrons number as a house number so the address doesn't work.

Requested THREE times to have it corrected, and they're still citing the original "incorrect" address.

I've tried to contact UPS but due to the type of postage, I must and can only contact New balance.

Again, fast and responsive from NB but useless in sorting what is a simple issue.

I ordered two pairs of New Balance 992, but both arrived with clear quality issues. The first pair had visible glue stains, so I returned it and ordered a replacement. Unfortunately, the replacement also had glue marks and a deformed shoe tongue, which was very disappointing.

I have been waiting over a week to get a proper pair, as I need them urgently for an upcoming trip to France. Despite providing clear photos showing the defects, customer service refused to acknowledge these as faults. They offered no apology, no goodwill gesture, and insisted I pay for express delivery myself if I wanted a faster replacement.

For a product costing £200, I expected much better quality control and customer care. The entire process has been frustrating and time-consuming, with little accountability from the company. I hope they improve their service, as this has been a very disappointing experience.

I ordered some shoes which were to be sent to a collection point near me. Carrier was UPS.
Received notification that package was ready to collect but received no collection code from UPS.
New Balance told me to contact UPS. Several phone calls and emails, including UPS asking me to complete a long form.
Eventually, UPS agreed to re-route the parcel to my home address.
New Balance have offered no support during this time, one month now.
Today I received a note from the. Royal Mail requesting I pay a £7 fee for collection as sender (UPS) had not paid correct postage.
Not a good experience with either NB nor UPS

Ordered a pair of trainers for my youngest boy - order was delivered by UPS (late - this was a sign of things to come).
The package had clearly been tampered with but as UPS just left the box i couldn't inspect before taking the order.
Opened the box and the trainers had been removed and replaced with 2 shower gels wrapped in a beanie hat - STOLEN!!!!
Called New Balance and at the start they were ok but then the trouble started. They stated they "investigated" the case and couldn't do anything else (this was after weeks of calls for updates). I called UPS who said they would investigate but needed the box back so this was given back to them. Now remember New Balance had concluded their investigation before UPS had the box to investigate their end.
UPS then wouldn't update me on the case due to confidentiality agreement with their client.
Contacted New Balance again and was promised a refund (only £50 so not a lot of money).
Weeks later, contacted them again but couldn't get through....transpires they had blocked my number!!!!!!!
Got through another way and was then told my account had been suspended, number blocked and I wouldn't be getting a refund!!!!!
Now you tell me if this is the kind of customer service from a "major" retailer.
Customer Service is the worst I have ever encountered and I can bet ever will - SHOCKING!!!!!
Asked to be put through to a manager and they said they have no escalation procedure for these cases.....no managers available and no contact details for anyone in authority!!!!!! SHOCKING!!!!
In summary, ordered trainers for my son, no trainers and £50 down and New Balance' attitude is tough luck!!!!!
They must be that desperate for the money!!!!
HONESTLY - AVOID ORDERING FROM HERE AND SAVE YOURSELF THE HEART ACHE!!!!
Someone in either New Balance or UPS have a new pair of trainers on me and im left to foot the bill.
SHOCKING COMPANY, SHOCKING CUSTOMER SERVICE AND DISGRACEFUL TREATMENT OF CUSTOMERS.
UPS are honestly no better. They wont return the original box after continuously asking for it to be returned. If you're getting a delivery from UPS I would suggest opening the order in front of the driver and record it so you have evidence if anything is stolen!!! I'll be doing this from now on if I have to unfortunately encounter them again.
Is it any wonder they have 1.4 on Trust pilot.

Worst costumer experience ever. I purchased two paires of trainers and the items were delivered to one of ups official collection points "off license shop". When went to collect it find out that they didn't receive my order and advised me to get back to the supplier. Went back to the supplier and the delivery company to resolve it, but unfortunately no items and no refund only investigation after investigation. New balance costumer representatives are liars and have no abilities to resolve abvious problem also conversations you get from them same as you get from the scammers. I would not recommend you buy anything directly from the site just to avoid dealing with the costumer service if something goes wrong.

Usually shipping is pretty fast. Product quality is mixed but mostly on the good side. I have not had to test customer services at any point, which at least means I have never had any hiccups when ordering.

SCAMMER.

I paid for 3 pairs of trainers.
When the parcel arrived from UPS I opended it up to find a pair of trainers missing. I assumed that the trainers were coming separately to the others, so waited a little while in case they turned up.
Just over a week later I called them to be advised on the matter.
They told me that the trainers should have all come together. They asked me for a picture of the box they came in.
I no longer have the box because, as previously stated, I assumed the other trainers were coming separately, I didn’t not think that there was an issue.
Because I don’t have the box they refused to raise investigation, refused to give me my money back or to replace them.
So here I am, £120 out of pocket all because I didn’t preserver the box.
BY THE WAY- nowhere in their terms and conditions does it state that should there be an issue with a parcel that I am to retain the box for evidence.
Complete scam.