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Based on 20 Complaints
Contact New Balance Corporate
Toll free phone number: 800-595-9138New Balance is a leading provider of athletic shoes. They create quality footwear that are not only comfortable, but also can be rough and tough. New Balance has major distribution in many of the stores across the U.S. to make it easy to purchase their products.
If you have a problem with your New Balance shoes or any other purchase there are several ways to escalate your feedback. First try complaining to the executive management team. Robert T. DeMartini is the current CEO of New Balance. He comes with more than 20 years of experience and champions a positive customer experience.
New Balance was originally founded by William J. Riley in 1906, near Boston, Massachusetts. Their current headquarters address is 20 Guest Street. They are still in the Boston, Massachusetts area, zip code 02135-2064. You can also direct your comments directly to corporate by calling 617-783-4000 or via fax at 617-787-9355.
Outside of the corporate office their are a few options if you need help with a specific order or want to return an item. The customer care hotline for New Balance is available between the hours of Monday-Friday 7am-7pm, Saturday-Sunday Closed (CST). The best phone number is toll free (800) 595-9138.
Experienced poor service? File a complaint here!
New Balance Contact Information
Report complaints to corporate and get satisfactionNew Balance headquarters address
- 20 Guest Street
- Brighton
- MA 02135
- United States
Company website
1-800 phone number
800-595-9138Support email address
support@newbalance.comBetter Business Bureau rating
A-Customer service hours
Monday-Friday 7am-7pm, Saturday-Sunday Closed (CST)
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Top New Balance Complaints
Browse more than 20 reviews submitted so far
I have been a NB customer for many years. I buy the 608 shoe; however, the sole de laminates before the shoe is worn-out. I glue the sole back on to extend the life of the shoe. This has happened for the last three pairs I have bought. More glue needs to be applied between the sole and the upper when manufactured. I may have to switch to another brand if this deficiency continues.
I bought a pair of N B sneakers in Fla, a5 Sears 496 3 CUSH in March 2019 I have worn them that long 2-3 days a week on a walk or around the house, they needed to be washed, so I did, I cannot get them clean, they do not come clean, so I washed again with SHOUT...the fabric in the rubber plastic sneaker will NOT come clean.....I never got grease, oiler anything, just some dirt from sand etc paths in the woods...PATHS, I don't make my own path, I am 71 years old & thats a lot of $$ to have spent to look all the time dirty!
NOT HAPPY, What can you do for me, can I get my $$ back so I can buy BLACK ones, because I like the cush,m I need the cush, I have plantar faciatus, & these are the best feeling ones you make.
HELP!
I recently purchased a pair of NB Fuel Core Coast Response 2.0 Women's sneakers because of their lightweight description and because I could get the size I need which is a 10 W which is very rarely available in stores. My problem is that they are extremely difficult to get on and off. Would it be possible to return them for a different lightweight sneaker that opens the conventional way? I would appreciate any help you may be able to give me. I won't be able to use these sneakers as they are. I have only been able to have them on once and it was extremely difficult for me.
I purchased a pair of New Balance 860v8's about a year ago. I really like the shoes but I have a problem.
The mesh over the top of the toe on the left shoe is tearing. The cloth inside the shoe and over the toe doesn't appear to be long enough to reach the front of the shoe. Is there an insert that could go in the shoe to prevent the toe from rubbing on the mesh? or is the some kind of Tape (blue) that could be applied to the outside of the shoe to prevent the mesh from tearing.
Thanks you,
Joe Skovira
Purchased these sneakers from Journey at Exton Square Mall late 2018. They were barely worn and the front is coming apart. 70 bucks down the drain. I have no receipt so no return. Will the company please exchange these sneakers. I feel ripped off with these lemons.
I HAVE TO REPLACE MY 608'S EVERY 3 MONTHS, MAYBE A LITTLE LATER EVERY TIME THEY GET WET THE SHOES SOULS COME UNGLUED. THE UPPER PART OF THE SHOE IS FINE. THE SOULS JUST DON'T STAY TOGETHER, WHY? I CONTINUE TO BUY THE SHOE BECAUSE THEY FIT GOOD. ARE YOU SUPPOSED TO KEEP THE SHOE DRY? THE OLD DAYS THE UPPER SHOE WOULD FALL APART BEFORE THE SOLES WORE OUT. YOU COULD EVEN WASH THEM IN A MACHINE AND THEY WOULD NOT COME APART. PLEASE EXPLAIN THE POUR QUALITY OF YOUR PRODUCT. ARE YOU SUPPOSED TO WEAR YOUR SHOES FOR JUST THE LOOKS OR FOR THERE LONGEVITY, WHICH YOUR SHOE HAS NO LONGEVITY WHILE USING THEM FOR WHAT THEY WERE INTENDED FOR WHICH I THOUGHT , SPORTS. THANKS, AL, UNITED STATES MARINE VETERAN
I have been buying New Balance running sneakers for over 20 years. I further have ran over 20,000 miles in them as well. While my running is down to about 5 miles every other day (59yrs.old) I never had a problem with any New Balance product until recently, and always got about 3-4 months out of my running shoes.
Last year, like most, I generally buy two pair at a time and keep the other one till needed. I purchased a pair of M890SN3 for $65 on sale. I didn't get a full month out of them because the tops started coming apart from the sole. See Pictures.
I tried to take the sneakers back but because the purchase time was beyond 30days no credit or return would be honored. But truly on about 3 weeks or less 55 miles were ran in them.
Frank Bankard
2711 Lafayette Ave.
Bensalem PA 19020
I have been an avid New Balance customer for the past 20 years. However, for the past year your product’s durability has declined. I have had to buy new shoes every 2 ½ months due to the fact that the material on the inside of the heal area has disintegrated. This problem was tearing up my socks. I am not the only person this is happening to. Some people have already switched to another brand of shoes. I will be switching the brand of athletic shoes that I buy also. I thought you would like to know that the durability of your shoes has declined dramatically. You should go back to leather in the heels instead of shoddy material.
Thank you,
Susan R Bland
105 Sherman St
Jerseyville, IL 62052
My wife buys your tennis shoes all the time and usually has 3 to 4 pairs of your tennis shoes on hand to use all the time. The last pair of tennis shoes she bought which was less that 2 months ago and maybe had 4 uses or wears during that time the side of the one tennis shoes seams let go and looks terrible. We contacted the shoe but their response was worthless so here we are asking you what can you do for us. She does not abuse your tennis shoes as we both are in our mid 60's so they get very little wear. Please contact us at afc@windomnet.com or call 507-830-5555. Ask for Steven or Jane. THANK YOU.
608 v4: The sole of these separated from the uppers. This started at the toe and progressed. I contacted "Customer Service" via email. They actually blamed me! "I ran wrong, I put them in the dryer, I used them improperly". OK, so I'm 73 tears old, NEVER run, just walk, and they were never in a washing machine or dryer. They suggested I try to get help from the retail store where they were purchased. But I did not have the receipt. Do you save yours? So, a total loss, no help, and an obvious quality control problem. Wife had a similar issue with a pair of Nikes. No problem, send back the running shoes and they sent a new pair! (without a receipt!) After 20+ years with New Balance I will get my next pair from NIKE.
I have a pair of NB shoes model 608 and after modest use the entire sole of the left shoe has come off. The adhesive failed. The sole is separated but intact.
This has never happened to any of many shoes of yours before.
purchased a pair of 1540v2 shoes for walking and cannot wear these shoes in public because of the SQUEAKING they make on every step I take. people even tell me your shoes squeak.. I have worn them infrequently and kept hoping they just needed breaking in but have given up on ever being able to wear these shoes in public. is this normal for this particular shoe?
This is more of a question.....than a complaint.
I have been a long time customer of New Balance. For several years I wore your men's 636VI. I had a couple pair, but they all finally wore out. I tried to purchase a pair of those again, but I couldn't find them any where. So I purchased a pair of 623, which are just OK, but not as good as the 636.
I'd like to purchase another pair of New Balance shoes, but I want to find a pair that are as well made as the old 636.
All the numbers, of all your shoes, are a bit confusing to customers like me.
So, I'd like to know, if you could help me by giving me a recommendation....as to which of your current line up, of men's cross trainers, are similar in quality to the old 636.
Alternatively, if you got a new pair of 636s laying around somewhere in men's 9 1/2....let me know...and I'll buy them.
Thanks
I purchased a pair of new balance 928v3 shoes this week. I have had issues with the last two pair I bought with the shoe laces being too long. When tied, the loops are so big that they almost touch the ground. This time, I asked for shorter laces. The clerk gladly obliged, and even re-laced the shoes for me. When I checked out, I was charged $2.49 for the shoe laces!!!! I cannot believe that 1) you would purposefully sell shoes with laces that are waaaaaaay too long and 2) you would charge me to have the correct size put in the shoes. You certainly know how to run off your customers. You might as well just sell the shoes with no laces and then charge me for some to make the shoes wearable. This stinks!
I've been buying 928 series for over 10 yrs. 2 pair in that time the sole by the toe came apart, like 4/5 mths old, Aurther's shoe tree more less said oh well. I just bought a new pair of blk. 928 and told the mgr. it happened again with the pair I bought at his store, He was very nice and said if it happens I can return them up to 4 mths. I love the shoe and my story why is to long to tell, Also why can't you make the 928 series in cool colors I rotate the colors I got blk,white, and brown, but I sure would love to rotate in a few extra colors, LOL Thank you, Debra Signs
I am a diabetic and need quality shoes. The problem has always been your shoestrings. The more they are tightened before they are tied the more they stretch. This latest pair (608) are the worst. The shoestrings are now an average 19 inches long. When they are tied the loops are so long I step on them with the opposite foot and then they are untied. This can cause me to fall. At age 68 with a heart problem I don't need this risk. Please resolve this problem. If this complaint is new to you I don't believe it. Thanks Jerry Flagg
I purchased the New Balance Men's MX813V3 Training Shoe for my son. He wore it for 2 days and the side eyelets have broken. Now the top half of the shoe cannot be laced up. That is unacceptable considering I paid $130 from the Rebel store in Rouse Hill, NSW. I only ever buy New Balance due to the increased width of the shoe, but this is the second time this has happened. I am seriously disappointed in the workmanship.
Not a complaint but a positive comment about New Balance corporate policy. I want to be the best, and so shoes are important as a runner. But recently I heard that New Balance is now going for zero waste, and considering the environment needs. They are taking steps to eliminate hazardous material from their production facilities, and that is something I think we should all get behind.
I purchased a pair of New Balance All Terrain 411 last year and the soles have come apart on once of my sneakers cause a trip and fall this past weekend. I'd like to know what kind of compensation is there especially paying 50 bucks for them and they did not even last a full year. Pictures available for verification of my New Balance complaint.
The right foot prints lead to the right way and the better way to protect your legs from heel to toe is to get the right Shoes and I got it in New Balance for my sports day event. New Balance huge varieties of Shoes with different brands, accessories, shirts for men, women and kids.
How many different kinds of shoes can they make? Now I have seen them with Lifestyle, Training, Walking, Baseball, Hiking, Trail, Soccer, Tennis, Golf, Lacrosse, Work Shoes, Basketball, and Sandals that is for men and women. Accessories are also a part of New Balance makes like hats and gloves, laces, compression and braces, headbands and wristbands for men and women, and sipper bottles.
I bought a pair of N B sneakers in Fla, a5 Sears 496 3 CUSH in March 2019 I have worn them that long 2-3 days a week on a walk or around the house, they needed to be washed, so I did, I cannot get them clean, they do not come clean, so I washed again with SHOUT...the fabric in the rubber plastic sneaker will NOT come clean.....I never got grease, oiler anything, just some dirt from sand etc paths in the woods...PATHS, I don't make my own path, I am 71 years old & thats a lot of $$ to have spent to look all the time dirty!
NOT HAPPY, What can you do for me, can I get my $$ back so I can buy BLACK ones, because I like the cush,m I need the cush, I have plantar faciatus, & these are the best feeling ones you make.
HELP!
I recently purchased a pair of NB Fuel Core Coast Response 2.0 Women's sneakers because of their lightweight description and because I could get the size I need which is a 10 W which is very rarely available in stores. My problem is that they are extremely difficult to get on and off. Would it be possible to return them for a different lightweight sneaker that opens the conventional way? I would appreciate any help you may be able to give me. I won't be able to use these sneakers as they are. I have only been able to have them on once and it was extremely difficult for me.
I purchased a pair of New Balance 860v8's about a year ago. I really like the shoes but I have a problem.
The mesh over the top of the toe on the left shoe is tearing. The cloth inside the shoe and over the toe doesn't appear to be long enough to reach the front of the shoe. Is there an insert that could go in the shoe to prevent the toe from rubbing on the mesh? or is the some kind of Tape (blue) that could be applied to the outside of the shoe to prevent the mesh from tearing.
Thanks you,
Joe Skovira
Purchased these sneakers from Journey at Exton Square Mall late 2018. They were barely worn and the front is coming apart. 70 bucks down the drain. I have no receipt so no return. Will the company please exchange these sneakers. I feel ripped off with these lemons.
I HAVE TO REPLACE MY 608'S EVERY 3 MONTHS, MAYBE A LITTLE LATER EVERY TIME THEY GET WET THE SHOES SOULS COME UNGLUED. THE UPPER PART OF THE SHOE IS FINE. THE SOULS JUST DON'T STAY TOGETHER, WHY? I CONTINUE TO BUY THE SHOE BECAUSE THEY FIT GOOD. ARE YOU SUPPOSED TO KEEP THE SHOE DRY? THE OLD DAYS THE UPPER SHOE WOULD FALL APART BEFORE THE SOLES WORE OUT. YOU COULD EVEN WASH THEM IN A MACHINE AND THEY WOULD NOT COME APART. PLEASE EXPLAIN THE POUR QUALITY OF YOUR PRODUCT. ARE YOU SUPPOSED TO WEAR YOUR SHOES FOR JUST THE LOOKS OR FOR THERE LONGEVITY, WHICH YOUR SHOE HAS NO LONGEVITY WHILE USING THEM FOR WHAT THEY WERE INTENDED FOR WHICH I THOUGHT , SPORTS. THANKS, AL, UNITED STATES MARINE VETERAN
I have been buying New Balance running sneakers for over 20 years. I further have ran over 20,000 miles in them as well. While my running is down to about 5 miles every other day (59yrs.old) I never had a problem with any New Balance product until recently, and always got about 3-4 months out of my running shoes.
Last year, like most, I generally buy two pair at a time and keep the other one till needed. I purchased a pair of M890SN3 for $65 on sale. I didn't get a full month out of them because the tops started coming apart from the sole. See Pictures.
I tried to take the sneakers back but because the purchase time was beyond 30days no credit or return would be honored. But truly on about 3 weeks or less 55 miles were ran in them.
Frank Bankard
2711 Lafayette Ave.
Bensalem PA 19020
I have been an avid New Balance customer for the past 20 years. However, for the past year your product’s durability has declined. I have had to buy new shoes every 2 ½ months due to the fact that the material on the inside of the heal area has disintegrated. This problem was tearing up my socks. I am not the only person this is happening to. Some people have already switched to another brand of shoes. I will be switching the brand of athletic shoes that I buy also. I thought you would like to know that the durability of your shoes has declined dramatically. You should go back to leather in the heels instead of shoddy material.
Thank you,
Susan R Bland
105 Sherman St
Jerseyville, IL 62052
My wife buys your tennis shoes all the time and usually has 3 to 4 pairs of your tennis shoes on hand to use all the time. The last pair of tennis shoes she bought which was less that 2 months ago and maybe had 4 uses or wears during that time the side of the one tennis shoes seams let go and looks terrible. We contacted the shoe but their response was worthless so here we are asking you what can you do for us. She does not abuse your tennis shoes as we both are in our mid 60's so they get very little wear. Please contact us at afc@windomnet.com or call 507-830-5555. Ask for Steven or Jane. THANK YOU.
608 v4: The sole of these separated from the uppers. This started at the toe and progressed. I contacted "Customer Service" via email. They actually blamed me! "I ran wrong, I put them in the dryer, I used them improperly". OK, so I'm 73 tears old, NEVER run, just walk, and they were never in a washing machine or dryer. They suggested I try to get help from the retail store where they were purchased. But I did not have the receipt. Do you save yours? So, a total loss, no help, and an obvious quality control problem. Wife had a similar issue with a pair of Nikes. No problem, send back the running shoes and they sent a new pair! (without a receipt!) After 20+ years with New Balance I will get my next pair from NIKE.
I have a pair of NB shoes model 608 and after modest use the entire sole of the left shoe has come off. The adhesive failed. The sole is separated but intact.
This has never happened to any of many shoes of yours before.
purchased a pair of 1540v2 shoes for walking and cannot wear these shoes in public because of the SQUEAKING they make on every step I take. people even tell me your shoes squeak.. I have worn them infrequently and kept hoping they just needed breaking in but have given up on ever being able to wear these shoes in public. is this normal for this particular shoe?
This is more of a question.....than a complaint.
I have been a long time customer of New Balance. For several years I wore your men's 636VI. I had a couple pair, but they all finally wore out. I tried to purchase a pair of those again, but I couldn't find them any where. So I purchased a pair of 623, which are just OK, but not as good as the 636.
I'd like to purchase another pair of New Balance shoes, but I want to find a pair that are as well made as the old 636.
All the numbers, of all your shoes, are a bit confusing to customers like me.
So, I'd like to know, if you could help me by giving me a recommendation....as to which of your current line up, of men's cross trainers, are similar in quality to the old 636.
Alternatively, if you got a new pair of 636s laying around somewhere in men's 9 1/2....let me know...and I'll buy them.
Thanks
I purchased a pair of new balance 928v3 shoes this week. I have had issues with the last two pair I bought with the shoe laces being too long. When tied, the loops are so big that they almost touch the ground. This time, I asked for shorter laces. The clerk gladly obliged, and even re-laced the shoes for me. When I checked out, I was charged $2.49 for the shoe laces!!!! I cannot believe that 1) you would purposefully sell shoes with laces that are waaaaaaay too long and 2) you would charge me to have the correct size put in the shoes. You certainly know how to run off your customers. You might as well just sell the shoes with no laces and then charge me for some to make the shoes wearable. This stinks!
I've been buying 928 series for over 10 yrs. 2 pair in that time the sole by the toe came apart, like 4/5 mths old, Aurther's shoe tree more less said oh well. I just bought a new pair of blk. 928 and told the mgr. it happened again with the pair I bought at his store, He was very nice and said if it happens I can return them up to 4 mths. I love the shoe and my story why is to long to tell, Also why can't you make the 928 series in cool colors I rotate the colors I got blk,white, and brown, but I sure would love to rotate in a few extra colors, LOL Thank you, Debra Signs
I am a diabetic and need quality shoes. The problem has always been your shoestrings. The more they are tightened before they are tied the more they stretch. This latest pair (608) are the worst. The shoestrings are now an average 19 inches long. When they are tied the loops are so long I step on them with the opposite foot and then they are untied. This can cause me to fall. At age 68 with a heart problem I don't need this risk. Please resolve this problem. If this complaint is new to you I don't believe it. Thanks Jerry Flagg
I purchased the New Balance Men's MX813V3 Training Shoe for my son. He wore it for 2 days and the side eyelets have broken. Now the top half of the shoe cannot be laced up. That is unacceptable considering I paid $130 from the Rebel store in Rouse Hill, NSW. I only ever buy New Balance due to the increased width of the shoe, but this is the second time this has happened. I am seriously disappointed in the workmanship.
Not a complaint but a positive comment about New Balance corporate policy. I want to be the best, and so shoes are important as a runner. But recently I heard that New Balance is now going for zero waste, and considering the environment needs. They are taking steps to eliminate hazardous material from their production facilities, and that is something I think we should all get behind.
I purchased a pair of New Balance All Terrain 411 last year and the soles have come apart on once of my sneakers cause a trip and fall this past weekend. I'd like to know what kind of compensation is there especially paying 50 bucks for them and they did not even last a full year. Pictures available for verification of my New Balance complaint.
The right foot prints lead to the right way and the better way to protect your legs from heel to toe is to get the right Shoes and I got it in New Balance for my sports day event. New Balance huge varieties of Shoes with different brands, accessories, shirts for men, women and kids.
How many different kinds of shoes can they make? Now I have seen them with Lifestyle, Training, Walking, Baseball, Hiking, Trail, Soccer, Tennis, Golf, Lacrosse, Work Shoes, Basketball, and Sandals that is for men and women. Accessories are also a part of New Balance makes like hats and gloves, laces, compression and braces, headbands and wristbands for men and women, and sipper bottles.
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