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New Balance Shoes


Very unfair to the consumer

Complaint Rating:  86 % with 14 votes
86% 14
Contact information:
New Balance Shoes
United States
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.
Complaint comments Comments (19) Complaint country United States Complaint category Clothing, Shoes & Acc


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D  22nd of May, 2008 by    0 Votes
D  5th of Aug, 2008 by    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
N  5th of Aug, 2008 by    +1 Votes
Ack. Remove "your", insert "their".
N  11th of Oct, 2012 by    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!!!
A  12th of Mar, 2013 by    +1 Votes
N  31st of Jul, 2013 by    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.
A  19th of May, 2014 by    +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 .
N  4th of Aug, 2014 by    0 Votes
8/4/14- I purchased a pair of Black MW411BK Walking shoes, and the right show is literally coming apart. First the sole separated from the upper, and now the sole traction center piece is splitting away from the rest of the sole. Shoes are less than 5 months old. What is the life for shoes these days? I was certainly hoping for a couple of years.
N  19th of Oct, 2014 by    0 Votes
Walked into the store and saw a cool looking foot pressure machine and only put my feet and my socks onto it and the extremely rude worker said not to do that in a very hostile way. Then he started to give me a VERY NASTY ATTITUDE when I forgot to untie the shoes before taking them off. He then kept ignoring us and in the end my mom was writing down a model number and he SNATCHED the shoe away from my mom. He kept on trying to tell me what to do and control my actions. Well the world does NOT revolve around him and AVOID the aventura mall new balance shoe store if you can. It was a really obnoxious white guy with brown hair who I overheard was 35 years old... REALLY????? You could not do anything better with your life then be a "pedorthist" aka shoe salesman and take the little 2-bit job to your SMALL HEAD??? It's not my fault that you did nothing better with your life and take your frustrations out on PAYING customers. He also got mad if I did not untie the shoes if I did not buy them.
A  6th of Nov, 2014 by    +3 Votes
The people I have dealt with at the New Balance store in Denver, CO and the corporate Headquarters in Mass were unprofessional, pompous, rude, hubris, and uncooperative toward me as a Customer/Client since 1978 or 36 years of devotion and loyalty purchasing their once quality shoes! I deserved better as all of us should.
A  23rd of Apr, 2015 by    +1 Votes
All I just had a similar experience. I bought a pair of New Balance 860 B4 Shoes in California, ( I live in Hawaii) I've had New Balance shoes all my life, the new shoes (right show) upper mesh started to break down within a month of purchase I called Any Mountain in California and they would not do anything for me. So I called New Balance and I was given the run around, I only use the shoes to walk my dogs, the sole looks brand new however the top right side of the shoe is shredding. Basically they want me to buy new shoes and offered me a 30 dollar gift certificate...The point is that a shoe that a set of shoes that cost $135 dollars should just last longer than 2 1/2 months...I'm done with New Balance...absolutely disappointed customer.
N  22nd of Jun, 2015 by    +2 Votes
New Balance sneakers feel good, but fall apart. Definitely a glue problem. The second problem is there customer service, its the worst. They actually asked if I had any physical defects that would affect the soles from peeling off.. Can you believe that? They will not get another penny out of me... New Balance keep up the good work, hope you lose all your business, .

N  13th of Feb, 2016 by    0 Votes
I usually buy two pairs of shoes at the same time. I purchased two pair of the 608 sneakers that developed a severe squeaking in the soles of both shoes. I was told by customer service that I should take out the insoles and put talcum powder in the shoes. This did not help at all. The soles then started to come off the shoes. I threw them away and opened the second pair. The second pair now has the same thing happening to them. I have had it with New Balance since they now make a terrible product. I had been wearing New Balance shoes since the early seventies but I am done.
A  13th of Feb, 2016 by    +1 Votes
That's only one of many problems with New Balance. Soles peel off, Customer service is s complete waste of time. I really think they train them to anouy customers rather then try an help! I stopped buying New Balance a year ago. Nothing but problems and aggravation with theme. There are so many other sneakers to buy, what is New Balance thinking???
N  21st of Feb, 2016 by    +1 Votes
Same problem. My wife and I both wear New Balance and had little problems until lately with separation of soles from shoes.
We both have 2 pair Paid over $125 a pair Are they made in China.? Will never buy them again and tell others of peoples
experiences. Better off buying cheaper shoes more often and discarding them when worn out
A  1st of Oct, 2016 by    0 Votes
I purchased 608 shoes three months ago. The right sole at the heal is coming unglued. I am seventy years old. I don't abuse them. I have worn new balance for years. These shoes have the memory foam inserts. I hate them, your foot is not held stable. I will be looking for another brand soon. I believe I have purchased my last pair of new balance.
A  23rd of Oct, 2016 by    +1 Votes
Purchased New Balance 619 to replace Starter shoes from Walmart that didn't hold up. Soles and sides of the the New Balance shoes are coming unglued after 6 months or so. Very disappointed as I thought I was buying a much better shoe.
A  16th of Dec, 2016 by    0 Votes
Top of the line M99 1GL ($135) Same problem as above with the sole falling off brand new shoes after only wearing about 6 times . Must be the chinese glue job. Called customer service got the good old New Balance glue job as in I am stuck with the shoes. Need proof of purchase. I guess NB dose not recognize their own shoes. 40 years of wearing top of the line New balance shoes. I always knew my Asics where a better shoe, now I know for sure.
Looks like New Balance needs to hope the Chinese will by the crap they make for us because we will be buying Asics.
N  10th of Jan, 2017 by    0 Votes
i have bought several pairs of 928 and they only last about four months i can feel when the arch breaks in every pair i walk on concrete all day and this is the only shoe that keeps my feet from burning i just wish they would last a little longer pricey every four months yikes

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