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New Balance Shoes Complaints & Reviews - Very unfair to the consumer

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New Balance Shoes

Posted:    Valerie

Very unfair to the consumer

Complaint Rating:  60 % with 5 votes
Contact information:
New Balance Shoes
United States
www.newbalanceshoes.com
We went to the New Balance store to get laces for the 810s we bought as well as the 753s we bought. We made a special trip to the store just for that purpose. When at the store we first asked the sales person for laces. We explained that the shoes were less than two months old and that we want to keep them in service since they are in serviceable condition and lack only a lace. The sales person told us that there is nothing New Balance can do about the broken lace because it is a continuous loop and there is no way to fix it. We asked to speak to the manager under the assumption that the shoes were far from trash and could be used until they are outgrown or damaged.

The manager was then busy with what seemed like a personal conversation, but she did join our conversation. The manager repeated that there was nothing New Balance could do about the broken shoe lace. She asked for the receipt. We said we could get it but did not have it with us. We explained that we had paid $49.00 for the shoes and did not want to have to throw them away just because there were no replacement laces. The manager replied saucily that that we had paid $54.95 for them but that there was nothing she could do about it. We asked what New Balance's policy in this situation was and she said "30 days and the shoes must be restockable." We asked why she asked for the receipt when she could plainly see the shoes were not restockable. (We were not asking for a new pair of shoes.) We told her we had been coming into the store for months looking for new shoe laces. We asked when does the store get shoe laces. She said at the beginning of the school year. We asked her what we are supposed to do to get the shoes back into service. She then faced off with my wife and began tapping her head saying, ""You're stuck on the word "shoe lace". All you can think about is "shoe lace". We don't carry shoe laces."" At this point the conversation terminated, on our part through sheer frustration, on the manager's part with the decisive and humiliating defeat of a mother and her seven year old son with a gallery of friends and cohorts present to witness her crushing retort to our every shoe lace question.

The conversation just described was conducted with the entire store concentrating on the conversation, including the people with whom the manager was previously conversing.

Exiting the store my son asked, "But mom, what about my new shoes. Aren't we going to get me some shoes?" You see, my son knows that a trip to New Balance for a pair of laces really means a trip to New Balance to get a new pair of shoes because there really are no laces. His mother told him we would go to a different store to get him more shoes, a store where they back up their product. We then went to another store and bought him two more pairs of shoes.

Let me sum up the situation for you. New Balance is perpetrating a scheme whereby they market shoes to the public with proprietary laces and lacing systems. When those laces fail, as they often do, and the customer visits the store to get new laces New Balance does not provide the proprietary laces or reasonable facsimiles to their customers. Furthermore, when the customer makes reasonable inquiry the manager is apparently trained to crush the interest that customer has in obtaining a shoe lace and instead sell the customer unneeded replacement shoes for "54.95", when ever possible. Do you think that my wife or I will ever go to a New Balance store again?

I believe this set of facts if very unfair to the consumer: the way the store handled this, the New Balance lace policy, the cutting and public humiliation heaped on my wife, the way the entire New Balance purchasing public is being forced into new-buys instead of new laces. I don't look at this as an isolated incident. I see this as the ploy of a multi-national corporation to generate additional sales for new shoes while leaving the consumer with more shoes than they really need, all because New Balance likes to play hide-the-laces. Check it out and let me know if you had similar things happen with New Balance.
Comments United States Clothing, Shoes & Acc
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Comments

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 22nd of May, 2008 by   ERIC 0 Votes
I THINK THIS IS AN ISOLATED EXPERIENCE. I HAVE BEEN TO NEW BALANCE SHOE STORES THAT HAVE LACES. I HAVE HAD THEM REPLACED FOR FREE BY SOME STORES AS WELL. MAYBE YOU SHOULD STOP BUYING 49.95 SHOES AND GET SOME DECENT ONES.
 5th of Aug, 2008 by   Daniel Gwozdz 0 Votes
Not disagreeing with how you were treated at the store, but NB will send you new laces if you fill out a simple form on your website here: http://newbalance.custhelp.com/cgi-bin/newbalance.cfg/php/enduser/ps_laces.php

While it is the responsibility of the company to protect their brand's reputation even at the store level, I don't think this particular location was representative of the company as a whole.

Wow, that sounded like lawyer speak. :P
 5th of Aug, 2008 by   Daniel Gwozdz 0 Votes
Ack. Remove "your", insert "their".
 11th of Oct, 2012 by   Kenneth Bradley 0 Votes
Bought a pair of new balance shoes at J.C. Penny had them a little less then a month, , the right shoe rubber sole in the heal area came un glued, , took to a shoe repair and got it glued back at cost of $7.00 a few days later now the left shoe coming apart same place rubber seperateing from shoe, , paid $45.00 for these shoes plus $7.00 to glue right one back togather now left one is needing, , for less then a months wear you would think the shoes would last a lot longer, , iam 57 years old so iam not rough on them, , needless to say I will NEVER buy new balance again, , and I will also let everyone know what happened to me when ever iam back at penney`s or any place else that sells shoe Not to buy your product, , they fall apart within a month, , but what do you expect from something made in china, , lesson learned, , new balance is CRAP!!!
 12th of Mar, 2013 by   DENNIS MACKIN 0 Votes
SAME THING HAPPENED TO A NEW PAIR (COST $79.95). THE SOLE (AT THE HEAL) ON THE LEFT SHOE STARTED TO COME OFF AFTER A WEEK. I GLUED IT BACK ON AND THE OTHER SHOE STARTED DOING THE SAME AFTER ANOTHER TWO WEEKS. HAVE WORN NEW BALANCE FOR OVER 15 YEARS AND AM NEAR 60. NEVER HAD NEW BALANCE SHOES COME APART LIKE THIS BEFORE. I NEVER BUY CHEAP ONES. THESE WERE DISCOUNTED DUE TO A STORE CLOSING. BAD NEWS FOR NEW BALANCE.
 31st of Jul, 2013 by   Ronald Reineke 0 Votes
I have had the same trouble with the soles coming apart with hardly any usage. I am 67 and I only wore them for casual occasions. They were not cheap as I think they were either $59.99 or $69.99 shoes. It sounds like New Balnce had a bad batch of shoes as my wife and I have been wearing New Balnce for years and never had this problem before. I am leary about buying them again.
 19th of May, 2014 by   Alexis M Ford +1 Votes
Yes I agree New balance needs to update their websites and stores and carry the shoes they market and advertise to have. I am very disappointed with their website there are no shoes in my size that are in stock, out of the 100:s of running shoes just a few available in odd sizes and horrible colors. The way they handle their customer complaints is also horrible, I sent them an email explaining my husband is a district manager for Rack Room Shoes, and one of the perks for being a DM for a major shoe store chain is you sometimes get these vouchers that are for the upper managers and their families for a free pair of shoes, this is only occasionally and it is for marketing purposes obviously. Well my husband has received over the years a few and from different brands, NIKE, Sketchers, Puma, and New Balance, out of all those brands New Balance has not and will not validate their promotional code on the card for 1 free pair of shoes. They responded me a week later from when I placed the order to say they were out of my size sorry for the inconvenience after I had already received a confirmation number for my order and received an email saying they will be shipped in 5 to 7 business days. They tell me about the shipment not being sent a week later and will give me $25.00 DISCOUNT towards my next purchase instead of a free pair like the voucher says!!! Instead of allowing me to choose some other shoe that is in my size which makes they decided my inconvenience meant nothing to them and the promotional code useless. I IMMEDIATELY emailed the company customer service dept and explained how they are the only ones who will not honor their promotional codes, my husband ordered his Sketchers and received them 7 days later with no problems. Same thing with NIKE our daughter ordered a free pair with their promotional code card and already received them. Me well I did want another pair of NB shoes their color selection is vast and I bought a pair a year ago and they are a great fit. I was a loyal NB customer until this incident. Let me tell you I am very unhappy and will probably never buy NEW BALANCE again and if my husband ever gets their voucher promotional code card next year or sometime down the line for their upper management that works for Rack Room shoe store to know not to use the NEW BALANCE free 1 pair of shoes promotional code they are worthless! A scam I guess to get you to their website and try to get you to buy their shoes instead of honoring their promotion its a scam!! They will not honor them..they will make something up to not honor them...very unhappy with them. And I will tell this story to everyone I know who will listen for years! The best marketing is word of mouth, oh well nothing good to say about New Balance .

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