My order was delivered by UPS to my neighbor who was traveling and left outside their door in NYC. I was not alerted to the delivery by UPS or New Balance. It was stolen. The rude Customer service rep filed a claim with UPS. I was not offered any other option. I asked to replace the order and have complimentary shipping so I would receive the package in time for XMAS. I was told expedited shipping was being offered on orders above 75$ and I asked for her to confirm it would be recieved in time for xmas. She told me that she was not delieving the package so there was o way for her to tell me that. She should find another career and NB should do a better job of vetting their employees. I assure you if her package was stolen she wouldnt be so cavalier. Ill be ordeing from Nike. Products used:shoes Date of experience: December 18, 2024Overpriced and poor quality. Barely lasted 200 miles before getting a hole in the top. They are sure cutting corners to save cost but the price keeps going up! Customer service is a joke! Service Value Returns Date of experience: October 21, 2024If you seek for good runners to jog in th morning, then come to this brand. They know how to produce and design sneakers for specific activities. To be fair, their 540 model is a solution for any kind of activity. You can either jog, run or walk - whatever. That's why I cherish this brand and purchase their sneakers. I wish they had a better website design, as it was a bit confusing for me to make an order. Date of experience: January 4, 2024I ordered a pair of trainers on the 27/12/23. They were suppose to arrive on 03/01/24. They arrived at The UPS Northampton depot on 03/01/24 after being first sent to the wrong destination. They have gone missing at the depot, but good luck getting an answer from customer services. I think it's one guy trying to sort out everything, so they don't bother. I think I am going to lose my money, I would love to review the product,but I don't think I am ever going to receive it or a refund. Avoid ordering from them at all cost! Products used:Shoes Service Shipping Returns Date of experience: January 10, 2024I placed an order 10/21/23 for the 9060 pair and yet have received a tracking number. The first time I called customer service they told me in 2 days I will receive tracking number. The third day I called again they said it will be sent out following day. I called a few minutes ago and now it's 5-7days! I told her I keep hearing this what should I do if this happens again? You won't believe! She said to call back and they will tell us another amount of days! And this is just to receive tracking number! I have NEVER experienced this type of customer service. Dissatisfied is an understatement… This will be a late birthday gift IF it ever comes. Embarrassing! Tip for consumers:They do not send tracking number on time nor ship you the items on time. No one knows nothing! No solution’s, accountability nor urgency. Products used:New balance Service Shipping Date of experience: November 2, 2023I agree with those ones who leave angry comments on this brand, because I, as a regular consumer of this brand, so to speak, always acquired shoes from this brand. Nevertheless, last time when I bought a new NB 590, the sole came off within a couple of months. It was a disappointment for me cuz I was trusting this brand and their quality, and as it turned not all models they sell deserve the attention. I used them for running and of course I ran a lot in this pair, but I thought it would be way more durable. Date of experience: December 28, 2023New Balance was my go to work shoe for years. I wore a new pair of new balance shoes to work for 3 weeks. No problem. The 4th week these shoes felt like walking on glass, very painful. Store refused to exchange or return. Tv Date of experience: October 2, 2023I wanted to order a pair of sneakers and somehow ended up buying 2 pairs. You are unable to cancel a order you just made. They take your money right away but make you jump through hoops for a return. I will never purchase another pair of New Balance. Bad business and a bad practice Date of experience: October 6, 2023Probably the most suitable shoes for jogging. Or I sometimes use my NB for cycling too. I like the feel of the soft sole, although it is recommended to have cycling shoes with a more rigid sole. Anyways NB produces universal footwear for any situation. Date of experience: January 8, 2024I made the mistake of ordering so new shoes from new balance while on some meds after leaving the hospital. I transposed the address digits and realized the next day it was headed to the wrong address. I called UPS. They said it has to be done New Balance. Called New Balance they said it should be done by UPS and they've seen it done in the past. Said if not the shoes will have to be returned wait 21 days then refund. This is terrible. I guess I'll have to go back to Nike. I know I made the mistake but some one should be able to do something here. Once refunded I will be taking my business to Nike. I'm sure this is a very common mistake and should me fixable. Date of experience: February 8, 2024Only half of my order arrived. Long winded messages and endless prompts... eventually on hold and offered a callback from a human. Was given a refund for my order. Two weeks later item was again available but was charged shipping again. Tip for consumers:Ordered multiple items in one order but one item was not available. Was required to pay shipping again when it became available. Products used:Sweatshirt and tee shirt Service Value Shipping Returns Quality Date of experience: October 16, 2023Ordered 327 and UPS claims that they left them on porch. I have no shoes and New Balance will not help out with this situation. Poor Customer Service. I will never order with this company again. I paid for them on credit card and they will not refund! Service Date of experience: January 26, 2024Order a pair of shoes 10/5/23 and paid for one day air shipping and was told 3 times three deferent day that my is in stock but the factory is backed up and to me that means back order. They want refund my shipping cost or cancel my order and as of today 10/15/23 my order still hasn't shipped. Bad business and I would avoid shopping with newbalance.com i buy about 8 pair of running shoes a year and will shop else-where in the future. Date of experience: October 15, 2023I've worn my New Balance shoes I got for Christmas a total of 6 times and already have a hole where my big toe is on my left shoe... New balance won't answer my complaint and has completely ignored my emails and concerns. I won't ever buy another pair of New Balance for myself or for any of my kids. Tried uploading photos but my file is over 5mb Date of experience: February 12, 2024I was disheartened when I saw your latest commercial aired in the NCAA Basketball Tournament...I felt your company missed the mark with having a diversified group of individuals in the commercial. I am of the opinion that the group you mostly represented in your ad, is not the only ethnicity that purchases your products and you have an opportunity to market to everyone, so that everyone feels included. I have and do purchase New Balance products, however, if your marketing is implied to be geared towards only one group, I'll be spending my time and money elsewhere. I am of the opinion that I am not the only person that feels that way. Thank you for listening. Date of experience: March 24, 2024I wish I'd seen the 2 star rating before ordering! Will never order from NB again. I never received my shoes. I have contacted them multiple times for help and have gotten nothing but bs runaround about their "process" and the "carrier investigation". No one has reached out to me, nothing has happened. It's been well over a month since I ordered the shoes, and I have no shoes and no refund. Infuriating, avoid NB at all costs. Truly shocking that they are still in business with this kind of "customer service" and reputation. DO NOT ORDER FROM THESE SCAMERS. Service Value Shipping Date of experience: December 9, 2023Ordered baseball jerseys, practice gear, and fan stuff for our sons travel team, 5 weeks ago. Jerseys just shipped from CHINA but customer service will tell your it's from their PA warehouse. Supply is large so there is now a 20 more day delay, this is a travel team no large demand. Worst customer service you can get in business and would highly recommend all teams going elsewhere to get their team needs supplied. Service Value Shipping Returns Quality Date of experience: September 11, 2023I got these as a gift and did not wear them for a few months. 4th time I wore them the tongue came right off the shoe. Evidently now sewn properly when made. Warranty had expired, so I sent a request directly to New Balance and got horrible service. Kept wanting more info even after sending all the info they initially asked for and pictures. Tip for consumers:Don't buy New Balance. Poor quality Products used:Shoes Service Value Returns Quality Date of experience: May 31, 2022Runners dont last and company wont take back. Not a nice customer experience-stick with Nike or adidas their products are more durable and they value their customers-not fob them off and not even examine the merchandise-shocking service! Tip for consumers:avoid Service Value Shipping Returns Quality Date of experience: December 2, 2021I will not be ordering from.new balance canada anymore. Their customer service is awful. Their tracking for orders is horrendous. I've been trying to find out for 3 days what courier they use so I can attempt to properly track my order as the link they gave me simply Says shipped...IF I chose to order anymore new balance products it will be thru a local.shop. Not this joke of a website. Date of experience: April 11, 2023My shoes have arrived in good condition. The size is correct, the color is correct and looks just like picture of the new balance website. I was really worried because of all the negative comments and also because the tracking order link does not work which really stressed me out but today my order has arrived so I am happy :) it took a week to arrive which is not bad. Overall, I am glad my shoes arrived on time to go watch barbie at the cinema. Service Value Shipping Quality Date of experience: July 31, 2023My first's time buying New Balance 840 shoes, I went to the store for the right sizing and fitting of the shoe. I have had them less than 3 months, I already have a holes forming in the top front mesh. On the NB website they cover themselves and blame the buyer for not getting the right size, width, toe box etc. I got fitted in the NB store in Victoria. If they know this will happen why don't they change the mesh to something else. My first time and last time getting new balance shoes. I will go back to my Merrell's no holes in them this will be my third pair. Quality Date of experience: January 9, 2023I ordered Interstellar grey fresh foam more trail women's. I received Purple. I made 5 phone calls and sent 3 proof of error pictures. Finally after 18 days (3 weeks of training time) I was given a product return label when I demanded a Supervisor and told that I ordered Purple even though the pictures on website for outfit match were black and white and color was grey. I leave next week for a 190 mile walk and can't even train with the purple shoes. I worry that the shoes are unstable even though advertised as stable. How hard is it to at least make a heel pull that fits at least one person't thumb and a box label that accurately matches the shoe color. Tip for consumers:Lying about the color of the shoes delaying customer service Products used:Shoes Service Value Shipping Returns Quality Date of experience: September 7, 2023Interesting, sign up for emails and get 10% off your next order. Except neither shoe I wanted qualifies and I don't see an explanation of what does. Sounds kinda like a bait and switch situation almost. There are Brooks shoes I like just as well. Will buy them just on principle Service Date of experience: March 24, 2023I called to inquire whether a shoe that I have purchased many times would be available again in my size. The customer service person did not know and said she had no way of finding out -- nor any telephone numbers for me to call. This is ridiculous. Although I like this shoe I am planning to buy a different brand because I am so disgusted with their customer service. Date of experience: July 22, 2022