New Balance Reviews 

I tried to file a warranty claim for a manufacturing defect on a pair of running shoes.
Even setting aside the extremely cumbersome process just to register the claim, the overall handling and customer service were simply abysmal. The case was forwarded to "production" for review, with a promised response within a week. When I followed up for an update after four weeks, I received the exact same canned reply generated by an AI. After six weeks, when I began demanding answers and a resolution, I was met with stalling tactics and zero willingness to resolve the issue despite the obviously factory defect.
In the end, I was presented with an insulting offer: a store voucher tied to completely unreasonable terms and conditions. After I thoroughly and clearly laid out how unreasonable they were being, they only offered a partial price reduction and flatly refused to replace the defective item with an equivalent product.
The customer service handling has consistently been marked by stalling and evading responsibility rather than conducting a professional, legally compliant claims process. Forcing a customer through exhausting back-and-forth rounds only to frame any compensation as a gesture of "goodwill" is unacceptable. For an item priced at 2,300 NOK that failed to meet basic quality standards to begin with, this behavior is entirely out of line.
I cannot in good conscience recommend shopping here—neither for returning customers nor for new ones.

Worst delivery service I have ever experienced. Paid for delivery 2 weeks later I still haven’t got my parcel I have been chasing the issue everyday, calling the ups customer service who are totally incompetent. The stress and frustration is just not worth it

Cant believe i am even having to give 1 star, in order to post this. New balance are an absolutely awful company. Ordered 3 items...received only 1 (3 weeks late). Contacted them on numerous times and advised these items were sent together (which clearly they werent). The dispatch label states 1 item only. Each time I contact they advise this is still being investigated. Absolutely appalling company to deal with. I have basically been frauded by them. Never ever again. And I would urge anyone to Never shop with them. Unless you want to be £150 down.

shoes broke after just two months, i bought it from their store and after some ai chat nonsense i sent a mail to them with pictures & order number after which they told me it is not a factory mistake and no refund nor new pair will be sent.

absolutely unacceptable for a company of this size to ship out terrible quality shoes and no compansation at all.

THE single worst customer service from any big company I have ever encountered. Buy your shoes from stockists and not direct from NB is the best advice I can give you....

First of all. I love New Balance shoes. Absolutely love them. I have 3 pairs on the go in a rotation, at any one time.... And have done for years. Can't fault the product, but this customer experience has definitely soured it. I needed shoes for an event and it took them 3 weeks to ship an order that was confirmed to me as being 3-5 days from point of order.

The back log and the delayed orders due to a big uptake on a sale, is almost understandable. It could happen to any company..... But the customer service is less than I would expect from a brand new start up company, never mind a well established global brand. 3 weeks to ship an order. At least 20 emails unanswered. Outsourced customer service operators that take 30 mins to 1 hour to get through to, who then don't even announce the company or their name, can't really action anything at the time, won't send email confirmations of calls, promise call backs from managers that never come. Was told at the 2 week mark I couldn't cancel my order until it started processing in the warehouse but was promised there were notes on my order explicitly not to ship and to refund. After 3 weeks they shipped and then I was one of the lucky ones who was able to action a return to sender that worked and was back in their warehouse in 3 days and I kept on them to get my refund immediately. I suggest gritting your teeth, continually forwarding your emails after the 48 hours with no response has expired, and put yourself through the trauma of multiple phone calls to them. I got my refund pretty sharp in the end, but still got zero customer service or apology. I will always buy my shoes from stockists now, who incidentally got my shoes to me in 48 hours from ordering, compared to New Balances 3 weeks.

Delivery got sent to wrong city and took 10 days to dispatch. Customer service is terrible, it took 3 hours to get through on chat.

Awful company to deal with , took 3 weeks to ship my order then shipped it late whilst i was on holiday and obviously noone home then went silent and i still Have no good - avoid like the plague

Ordered from their sale. They sent the trainers to a Yeep locker near me using UPS. I never got a QR code or a PIN code to access the locker to collect them. I went to UPS who said I need to contact the sender so I finally managed to get through to the New Balance customer service team who sounded like they were taking the call in the middle of a stadium it was that loud. The trainers are now sat in a locker I cannot access because the customer service representative said she would generate a pin or QR code for me so I could collect them which still has not been done. Never ever order from new balance direct. This has been the worst online ordering experience I have ever had and they do not care.

Ordered nearly 2 weeks ago for granddaughters birthday, that’s been and gone.
Online chat is an absolute joke,be with you in 1-3minutes even though there is 504 ahead of me. No chance of getting through.
Called the free phone number and after a while I get someone in god knows where in India or thereabouts,after telling them to cancel my order I was told it’s getting ready to be dispatched, I said as it’s still there then there’s no issue in cancelling and was told I will see and send you an email still waiting.
I phoned next day and was rudely cut off, called again and was told you cant cancel,so I said I will refuse delivery which (as I already know)was told yes you cant cancel.
I’ve sent an email to support at customer services but no doubt will get no joy there,probably have to wait 6months for my money back from this joke company.

For such a big, global company, they sure do suck at…..everything!
Customer service - sucks
Dispatch turnaround - sucks
Shipping handling - sucks
Taking your money - expert level!

I’ve paid through the nose for their trainers and they can’t even be bothered to send out regular updates on shipping status apart from the generic, blanket email apologising for a potential delay due to an unforeseen increase in demand!

What increase? It’s not Black Friday, there’s no big flash sale! So did everyone suddenly decide to buy NB products at the same time! Utter bollocks!

I received a pair of New Balance 327 shoes as a gift in February, and by July the soles were already significantly worn out.

I submitted a warranty claim to New Balance with photographs showing the condition of the shoes. New Balance denied the claim and stated that the damage was simply “normal wear and tear.”

I find that response extremely disappointing. These shoes were only about five months old and were used for ordinary walking. I have owned many pairs of athletic shoes over the years, and I do not consider a pair becoming this worn out in such a short period of time to be normal.

If New Balance considers this level of deterioration after approximately five months to be normal wear for the 327, then consumers should know that before spending their money on them.

What disappointed me even more than the durability of the shoes was New Balance’s unwillingness to stand behind its product after I submitted photographs documenting the problem.

Based on both the poor durability of my New Balance 327s and the way my warranty claim was handled, I would not buy this model again and would think twice before purchasing another pair of New Balance shoes.

Terrible quality shoes. The tongue has come out of one of the shoes with less than 1 month's wear.

It's a shame that somehow they've convinced all the teenage girls these are the only trainers to wear as the quality is absolutely appalling and they're insanely expensive

Ordered some football boots from the uk site on July 26th and the order is still in the initial "in progress" status despite the order confirmation email saying shipping 1-3 days.
Cannot cancel the order online.
It is impossible to get through to customer service on live chat or telephone..
AWFUL experience so far, never again.

Ordered a number of items for my son’s birthday. After being given a delivery date for today, now received automated notification that order delayed. No further notification and impossible to make contact. On line chat - agent will be with you in 1-3 minutes when there are 347 people ahead of you in queue. What a joke! Presumably wait time is aspirational only. Clearly I am not the only one with issues. Extremely irritating and irresponsible to keep sending promotional emails when they can’t fulfill the orders they have already.

Ordered £80 trainers for my daughter 9 days ago, and it’s still not been processed although you took my payment,
Can’t call CS as the answer machine says your office is now closed, even though it’s during operating hours,
And I emailed CS 4 days ago and had no response, this is bordering on fraud

NB shoes never stop to amaze with their quality. COmfy not only for everyday walks, but for running as well.
They fit well, with excellent arch support and durability. The styles are simple but clean, and the materials feel premium and prices dont bite👍

I sent back shoes as their returns process describes and have proof of delivery back to them and no refund. They have disabled their email function and the live chat is an absolute joke. The wait for the last 2 days has been listed as 2 hours, but literally no-one responds. Absolutely appalling customer service and they should be ashamed.

Delivery has been incredibly disappointing. I ordered my shoes almost a month ago, and three weeks later, they still haven’t arrived. Customer service simply directed me to the UPS tracking link, but there’s been no update or meaningful response. I’ve been checking the tracking every day since last week, and nothing has changed.

This is beyond frustrating. What if the return window expires before I even receive the package? Oh Lord…

Certainly wished I’d read these reviews before placing an order. Probably the most incompetent large organisation I have had the displeasure of ordering from. Customer Advisors unhelpful and can offer no solutions as to where my item is other than I can’t cancel the order nor can they tell me when it will be delivered. Beware of estimated delivery dates they are a lie!! Item ordered 28th July, estimated delivery 31st July it’s now the 4th Aug and item is still pending….we are no further forward at least let us cancel the order and place with another competent organisation will never order from New Balance again !