New Balance Customer Service

User Reviews, Ratings and Comments

New Balance customer service is ranked #255 out of the 947 companies that have a rating with an overall score of 42.42 out of a possible 200 based upon 15 ratings. This score rates New Balance customer service and customer support as Disappointing.


14 Negative Comments out of 15 Total Comments is 93.33%.


1 Positive Comment out of 15 Total Comments is 6.67%.

Issue Resolution




Product Knowledge

Disappointing Overall Customer Service Rating

  • New Balance

    Customer Service Scoreboard

    • 42.42 Overall Rating
      (out of 200 possible)
    • 14 negative comments (93.33%)
    • 1 positive comments (6.67%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 0.0 Issue Resolution
    • 4.8 Reachability
    • 1.3 Cancellation
    • 4.0 Friendliness
    • 4.2 Product Knowledge

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Posted by Anonymous

Dear New Balance,
I am writing to share my experience with your "Factory Store", in San Marcos, Texas.My wife & I decided we would drive up from San Antonio,to get away from the madness of the week we had.

I work 10 hour days, providing the BEST care for my physical therapy patients,who just happen to be
veterans,from various wars.When I get home, I am physically, mentally & spiritually exhausted.

I rarely leave my home because it takes time for me to decompress. Today my wife convinced me to drive up to New Braunfels to the Farmer's Market, & then to your outlet factory. I figured ok, sounds harmless & maybe we'll have a nice time.

While in New Braunfels, we decided to eat breakfast at Krause's. I will say, the food was good, but unfortunately we waited forever because someone lost our order. Ok, so we survived that.

On the way to your store, we narrowly missed getting T-boned, by a guy in an SUV who was driving like a maniac.Mean time, the heat is outrageous. By now, I am questioning my decision to make this God forsaken trip. I am ready to go home.I told my wife, I need someone to just be nice & just meet my needs.

Once again, my wife convinced me to stay the course, for we are so close & I am in desperate need of shoes.My wife says "come on, we will be in & out." So of course, I folded.

As I walk across the lava like pavement, in my mind I imagined being greeted by friendly, kind employees, who know that I have just had the day from hell. As we enter, the fresh air encompasses my sweaty body & I feel myself relax & say "Yes! This is going to be a glorious moment,that I deserve.

As we enter the store, there are several employees standing around. In my mind, I'm thinking, these guys are going to fall all over me. As I prepare myself for a greeting of great joy, I find myself feeling like I just walked in with a plaque.

Two young men were standing there, & neither of them said hello. Quickly the joyous mood changed to disappointed. No sooner did this happen, & behind us a beautiful, buffed college aged young lady & her strapping hipster boyfriend entered the store. Quickly the young man, we had just walked in front of & were ignored by,said in the most kind tone,
"Can I help you guys!" REALLY!!?!?

I promptly said out loud, "What about us!?" Suddenly a young man named Connor, quickly realized he better shift gears & save the tense, & awkward moment. From then on,the "Customer Service" was outstanding. As we checked out, we unfortunately were exposed to some technical difficulty from your register/credit card machine. But to no avail,we were saved by a kind & confident young lady named Rachel.

I believe the young man who nearly spoiled my day was named Eljan? Not sure of the spelling.My advise to young Eljan, treat ALL your customers like they are your family, because if you don't,SOMEONE ELSE WILL. By the way, we spent $227.30 It would have been more, but my wife was not as forgiving.

Thanks again to Conner & Rachel.

Tony Martinez
210 286-8465
[email protected]

Posted by Ian Rushton

Very poor, not helpful, take an arrogant approach. Would not admit their shoes were at fault. Wanted me to send back but would not pay postage.

Posted by Cynthia

went to buy shoes to 3225 Peachtree rd Atlanta ga. employee was rude and did not offer any alternatives. I was with a client who needed support shoes.
she chose a pair but they were not comfortable. she wanted to try another model but sales person said that those fitted her well. the size was 10 1/2. her size was 10. he hesitated in bringing the other pair in size 10. I had to tell him "don't you work here?" he turned around and brought the ones my client chose and they fit perfectly. He did say that those shoes were not the perfect size.

Posted by Patroll

I have been loyal customer of New Balance 993 Gray shoes, this pair was one pair has started peeled in the front. I sometimes buy 2 pairs and these have sit, but within a week the front have peeled loose. I really think this shoe or pair needs replacing . I love American made shoes, and his is why I buy these shoes.

Posted by Anonymous

A Few Years Back, New Balance Made A Open Toed ââ?¬Å?801ââ?¬Â? Slide Sandal, I Have Been Looking For A Size 11m For A Long Time ! They Were The Best Slide Sandal, I Wore Them Practically Every Day For 3 Years. Is There Any Chance That You May Have A Few Pairs Hidden Away Somewhere??/ New Balance Made A Huge Mistake Discontinuing The 801 Slide Sandal. Please Get Back To Me, I Am Going Crazy Trying To Find A Similar Shoe, Without Any Success!!

Sincerely, Catherine

Posted by bthender

Been trying for over a week to speak to a person with no luck and no call back

I have been a NB customer for about 20 yrs I have an issue I need help with

Thank you

Beth Allen

Posted by Anonymous

I have a long time costumer of NB shoes,this brand is only show that doesn't cause me foot pain.I have purchased 1080's several times and I love them except one thing.That is holes develope in toes of the shoes,this last pair is not that old and not wore very much.I can't continue to buy them and replace them frequently.I think a reforced toe or leather should come back further over the toe.

Posted by Anonymous

I purchased a pair of new balance tennis sneakers which were the best sneakers I have ever worn and that is over 30 yrs of playing tennis. I can't find the bill that was inside the box I received from one of your locations.the only thing I found on the shoe that didn't rub off is revlite noure. it looks lite. I can be reached at

Posted by [email protected]

Just to let new Balance know I will always buy your shoe's because they are made in America! I just bought a new pear two months ago from Joe's shoe shake on line love them. Thamk you for not leiving our country!!!!

Posted by Anonymous

I purchased a pair of 928 mens walking shoes on 2/22/2014 at a cost of 135.00 dollars.
my complaint is now the soles are coming loose while the rest of the shoe appears to
be in excellent shape. It would seem to me that for the cost of the shoes they should
last much longer than this.I am considering never to purchase NB again, after years of
buying and wearing NB shoes. I'm really disappointed in the quality of the 928 shoes.

Posted by Lori Anderson

I have a pair of women's 574 new balance and in less than 4 months the Soles are coming apart the black above the sole of shoe is peeling off.very disappointed and would like my shoes replaced or a refund to purchase another brand.. unhappy...

Posted by shoe carnival

I purchased a pair of new balance 2,, weeks ago and they make my feet can you make it right for me.. very disappointed customer .

Posted by olivermojo

A number of years ago, I started purchasing New Balance shoes because the Nikes' I had always worn, started coming apart ." soles and toes". I have had six pairs of the 642 shoes which you no longer make . Earlier this year,I purchased a pair of 608 shoes and the sole and toe came loose in less than two months. I took the shoes back to sears in Waco, Tx. and was told they only guaranteed the shoes for thirty days and that I also did not have the correct receipt for 608 shoes .I asked for the dept. mgr. and he told me the same thing . I tried to explain that I had the receipt that was given to me and he replied, when you get the correct receipt, we will decide if we will exchange the shoes as we only warrant them for thirty days.

I have given up on Sears and will never shop with them again. I did however, purchase a pair of New Balance 659
shoes at Penneys'. Only wish I had gone to Penneys' to begin with .

Thanks for listening,
J. O. Oliver

Posted by [email protected]

To Whom it may concern,
First of all I am a frequent shopper at your outlet store.
wearing your running shoes an apparel and always encouraging others to shop there.
My problem is that I see your advertisement for your shopping night, and everytime I try to register, itsays its full!
So why do you keep placing the add in the newspaper? It's very discouraging.
Thanks for listening.

Add your review!

Posted by Anonymous

I had a service rep named Anthony in the White Plains store. He was very good and did not pressure you into buying the shoes. A good courteous salesman.

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