New Balance Customer Service Issues

In early May, I purchased a pair of MW1400DB size 12 6E from Frank's Custom Footwear in Middletown, NY [redacted]. I have bought hiking boots and sneakers from them before, as well as from your online store. Sadly, this pair of boots failed within just three months. I wear them daily, but I don't engage in manual labor, so I was surprised when Frank couldn't assist me and mentioned you wouldn't accept the return. He only offered a discount. Spending $[redacted] on boots is a significant amount for me as I am on a fixed income. Your wide shoes have been a relief for my back pain, and I was hoping for a resolution as the sole of the left boot is detaching. I am willing to provide images if necessary, but after only three months, I believe I should receive a replacement without difficulty. I hope to hear from you soon with a solution to maintain my loyalty. Thank you, Mike G.

Last month, I purchased a pair of your "Cush" shoes for my daughter, which she wore while choosing our Christmas tree. Despite warning her to wear her tennis shoes due to the soggy ground, the "Cush" shoes became soaked with dirty water upon stepping out. Upon inspection, I found that the soles were not solid, which will severely limit their use. An informational pamphlet on the shoe construction would have been helpful before purchase. My daughter is disappointed as she loved the shoes and now they can't be fully cleaned after washing them twice. If we had known about the sole construction, we might have chosen differently. I suggest including detailed sole information for the "Cush" line for future buyers' consideration, and I will keep this in mind for future shoe purchases. Thank you for providing this forum to address my concerns.

I typically purchase size 9W women's New Balance [redacted] shoes from the Shoe Department in Springfield, Massachusetts. During my last visit, I noticed a slight design change in the newer version of the [redacted] model, specifically in the width of the leather piece near the toe area. Unfortunately, this alteration has made the toe section uncomfortable for me as it now hits the top and front of my foot. The newer design features a predominantly red box, making it distinguishable from the original design with a red box and gray accents on the top and sides. Despite my preference for the older design, the store only carries the new version and is unable to differentiate them when ordering due to identical barcodes. It seems challenging to specify my preference for the original design when ordering online, as the process is automated. Is there a way for me to purchase the older design with the red box and gray accents? - Jean

My new size 13 New Balance [redacted] running shoes have come apart at the seams after just two weeks, leaving me without shoes and out a significant amount of money. The store where I purchased them is refusing to replace them. I am disappointed and frustrated with this situation. As a loyal customer of New Balance for many years, I hope they can assist me by providing a replacement pair of the same shoes. Thank you.

Hello, I bought a pair of Women's Minimus SL NBGW1007BK shoes at the pro shop I frequent for golf. After wearing them a few times, I noticed an issue with the right shoe. It feels like there's something inside causing discomfort and rubbing on the top outer part of my foot. I've been a loyal NB customer for years and always had comfortable experiences. I'm concerned there might be a defect with this particular shoe and I'm looking for a way to resolve this matter.

Dear All, I would like to share my experience regarding a purchase made in June [redacted] for a pair of WX711 TG3 New Balance shoes for my wife, Sara Golomb, at the Duty Free Shop in Ben-Gurion Airport, Israel. We paid USD [redacted].90 for the shoes and picked them up on July 7, [redacted]. Unfortunately, in February [redacted], we discovered that the shoes had torn on the front side - quite unexpected for shoes of such supposed quality. In March [redacted], we reached out to the Duty Free Shop with pictures of the damaged shoes and the purchase invoice, asking for a replacement. They only offered a 20% discount on our next purchase. We believe New Balance or their representatives should replace the damaged shoes, as this damage was not due to any misuse on our part. Best regards, Gabriel Golomb

I have yet to receive the shoes for the wear test program. I have tried contacting the email listed, but nobody has responded to me. This has prevented me from participating in the surveys for the test. I am looking for assistance with this issue. Recently, I did receive an email instructing me to return the shoes, however, I still have not received them in the first place. I signed up to address this through "Get Human" on August 12th, but I have not received any resolution. My contact number is [redacted]. Thank you.

I rely on tennis shoes for my work due to the extensive walking and driving I do. Some years back, I discovered New Balance and instantly fell in love with the comfort they provided my feet. I switched from purchasing Nike and Sketchers to exclusively buying New Balance. Unfortunately, I must express my disappointment with the current state of your brand. It seems that the manufacturing country has changed, and the quality has significantly dropped. I recently ordered two pairs, tried them on, and immediately noticed the difference. The new shoes lack the depth and support of the old ones and feel lower in quality. It is disheartening to witness such a decline in a brand I once held in high regard. Opting for cheaper production may result in the loss of loyal customers who valued your previous products.

To whom it may concern: As a dedicated New Balance customer, I am reaching out regarding the REVIVE sandal, a favorite of mine for many years. This sandal has been my go-to shoe for daily wear and comfort, providing exceptional arch support and a thick sole that suits my picky feet perfectly. Despite trying other New Balance styles, none have matched the comfort and fit of the REVIVE. Living in Texas, where sandals are a year-round necessity, I have struggled to find a replacement for my beloved REVIVE. Even online platforms like eBay have limited sizes available, with size 8 being particularly scarce. I urge New Balance to consider bringing back the REVIVE as many customers, including myself, are eagerly awaiting its return. If the sandal were to be reintroduced, I would appreciate the opportunity to purchase a few pairs right away. Thank you for your attention to this matter. Sincerely, Helen Cruitt

Three years ago, I purchased a pair of New Balance all terrain [redacted] shoes. They were rarely worn until recently, when they became my go-to shoes for outings after work. I primarily used them for walking, shopping, and dining out. However, I have noticed that the shoes have become defective, with the sole coming unglued from the shoe itself, causing them to fall apart on both feet. Despite this issue, the shoes are otherwise in good condition. I am hoping to have them replaced. Thank you for your assistance. Best regards, R.J. [redacted]

I was informed by a salesperson yesterday that I could use $60 in credit cards towards another pair of shoes my husband liked. However, today when my husband contacted NBFS Aurora Farms in Aurora, Ohio, a manager (who refused to give her name) stated that the cards cannot be combined or used with redeemed points. The manager was unhelpful and rude, not addressing the issue of misinformation given by the employee. Due to this disappointing experience, we will be returning both pairs of shoes and socks totaling $[redacted].82.

Hello, I have a 14-year-old son with Klippel Trenauny Syndrome, which has caused his right foot to be significantly larger. I have been buying two different-sized shoes for him since he started walking. Now it's very challenging to find shoes for him. New Balance has been the most successful brand so far. I am wondering if it's possible to purchase two different-sized shoes as a pair for him? Also, could you please let me know what your largest and widest shoe sizes are available? Finding shoes for him has become expensive and hard, so I am looking for the widest shoe available for his large foot. Any help or suggestions would be greatly appreciated.

I am confused. I ordered this sweatshirt for my son's basketball games on 12/25/19. How did the order go through if it's out of stock? I've included the email below. Can someone please reach out to me regarding this problem? Thanks, Amy M. WE APOLOGIZE! Dear Amy M., Thank you for your recent order, but it seems the item(s) you wanted are no longer available. Please check out New Balance Team Sports for alternatives or contact customer service for information on future availability. Your credit card has not been charged for the items that were canceled. We apologize for any inconvenience. ORDER # NT[redacted] ORDER DATE: Wednesday, December 25, [redacted] ITEM QTY PRICE Men's NB Sweatshirt Style #: TMMT502GALY Size: L Alloy Estimated Delivery: 5/17/[redacted] - 5/19/[redacted] 1 $46.99

Hello, I'm Sofiane, a sports marketing student at UMass Boston. I discovered your contact information on LinkedIn. As part of an assignment, I am reaching out to learn about the marketing objectives of a company that interests me, in this case, New Balance. Would you be available for a 5-10 minute conversation to answer some questions for my presentation? In return, I can share my creative ideas with you. I am interested in New Balance's [redacted] objectives, target demographic, key markets, and any other initiatives that contribute to their marketing goals. My assignment deadline is April 24, so I would appreciate connecting before that date. Thank you for your time, I look forward to our discussion. - Sofiane T.

Subject: Quality Feedback on New Balance Shoes To the Customer Care Department, I am writing to provide feedback on a recent purchase of the NB M430V1 Black Combo 8 ½ shoes that I bought on September 7, [redacted], for $48.03 at the Big Five Sporting Goods store in Price, UT. As a woman with wide feet, I often struggle to find comfortable walking shoes in my size. Thus, I opted for a men's running shoe, which I found in the New Balance brand. Unfortunately, the pair I purchased have started showing signs of wear and tear rather quickly, with areas around the tops and inside the shoes developing holes. I have been a loyal customer of New Balance for many years due to the comfort they provide my wide toe area and help with my Plantar Fasciitis condition. However, I have observed a decline in the quality and durability of the shoes compared to my previous purchases. I hope this feedback prompts you to review the materials and manufacturing processes of your NB Athletic shoes to ensure longevity and customer satisfaction. Thank you for your attention to this matter. Sincerely, V. Johnson P.O. Box [redacted] Price, UT [redacted] [redacted] [redacted]

On or around May 3, I purchased a pair of New Balance shoes with order number NS[redacted]-1 for $[redacted].95. I was looking for a comfortable shoe for standing long hours, but unfortunately, these shoes did not meet my expectations. They were stiff and lacked flexibility when walking. The return process proved challenging as well. Despite following the instructions on the NB website precisely, I struggled to print the tiny and illegible mailing label needed. Contacting NB through various phone numbers and website links was unhelpful, as it seemed impossible to reach a person for assistance. The website navigation was frustrating, leading me in circles without providing the needed guidance. All I wanted was to know how to print a mailing label, yet I spent hours feeling increasingly frustrated with the lack of support from the company.

I have been playing tennis with the [redacted] model for years as it had a wide width and didn't have a herringbone sole, which affected my achilles on hard courts. However, the replacement for the [redacted] had a herringbone sole which I couldn't use. I have been exploring New Balance products for a suitable tennis shoe. I recently came across the [redacted] v2 wide shoe with a compatible sole, but unfortunately, it's no longer available. Can anyone recommend a model available in a wide width without a tight herringbone sole pattern? - Arnie Skibinski

My name is Vincent. I recently retired as a Professor Emeritus with 30 years of experience in teaching and researching Medicine and Public Health. I have been wearing New Balance shoes since [redacted] when I started running in the world's first kinesthesiology lab. As a married gay man, I have requested that New Balance stop sending advertising cards that only depict males to males and females to females. This marketing approach is presumptuous and fails to acknowledge the LGBT community, which makes up ten percent of your customer base. This issue was resolved for a while but seems to have resumed. Either send me appropriate ads or remove me from the mailing list. I will not make any purchases from New Balance until this matter is resolved. We have over 5,[redacted] social media friends who share the same sentiments. - Vincent H., M.D., Ph.D.

Hello, I placed an order on Nov 17th with order #NHS077797. I had ordered an 8 1/2, but when the shoes arrived, one was 8 1/2 and the other was 9 1/2. Upon contacting New Balance, I was advised to return the shoes via UPS. The shoes were received by New Balance on 12/2/21. Today, when inquiring about my refund, I was informed that it would take approximately 15 days. This entire process has been quite frustrating. As the consumer, I have been inconvenienced for weeks without any fault of my own. New Balance customer service did not even offer an apology for the inconvenience caused. I am displeased with the lack of acknowledgment. Sincerely, LY

Dear Sirs, I am a 61-year-old man and have been a runner for 28 years. I reside in Venezuela on Margarita Island. Unfortunately, our country is currently facing many challenges, including shortages of basic services like water, electricity, and internet, along with food scarcity. To cope with these difficulties, I've turned to running as a way to clear my mind, stay fit, and find solace. I have been using NB [redacted] shoes, but they are now in poor condition. Due to my current financial hardships, I am unable to afford new shoes. I am reaching out to you, my favorite shoe brand, in the hopes of receiving a donated pair. Your generosity would mean the world to me and help me continue doing what I love most. I appreciate any assistance you can provide. Thank you in advance, Juan Carlos Ruiz