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1.4 38 Reviews

New Balance Athletics Complaints Summary

4 Resolved
34 Unresolved
Our verdict: With New Balance Athletics's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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New Balance Athletics reviews & complaints 38

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6:22 am EST
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New Balance Athletics Shoe/ Staffs said orders cancelled, but charged on me finally

At the beginning, I go to NB website to buy the shoe"993", but after my paid ( 1st order no. NSE005025) I found I hadn't login my number account, since I want to get the bonus point, so I email their customer service, and then they told me the order was cancelled. So I tried to buy again, but unfortunately after my paid, I had found I bought the wrong size( 2nd Order no. NSE005332) it's for women, so I email them again to cancel the order. They told me the order was cancelled and will not charge on me. I think it's ok. Just terrible experience, but few days after, I found the NB company has charged on me for those orders. No any one order has cancelled. I am HongKonger, I need to pay 2 order fee and shipment fee finally...I m very disappointed and angry. However I had email their customer service but no replay anymore. Attached please find my email screenshot for your reference and further action. Thank you very much.

Desired outcome: Refund

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11:51 pm EST
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New Balance Athletics Men's shoes

I purchased a pair of men's shoes and within 1 month the entire sole fell off 1 shoe and the other shoe sole was falling off. This occurred after 1 month of normal activity.I have purchased 2 other pairs of men's shoes in the past and I was completely satisfied with them. I am not a wealthy man and I only make sensible purchases. That is why I counted to purchase your brand of shoes. I believe it is better to pay more to get quality merchandise. However on this occasion your brand fell short of the quality I have always enjoyed in the past. Therefore I would like a new pair of shoes. I will include a photo of my shoes with this
Complaint. I would appreciate a prompt response.
Best Regards,
David Wolverton.
E-mail - [protected]@gmail.com

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11:49 am EDT

New Balance Athletics ma411lk1

I have worn mw411bk2 for years. I tell everyone it's like walking on a cloud. I looked for a new pair and could not find the same number but I found ma411lk1 and ordered 2 pair, What a mistake. I don't wear socks so it would take a few days to break them in. The ma411lk1 gave me so many blisters I had to wear socks and I figured they would eventually break in, You can't break this pair of blister markers in. After wearing socks for a month when I wore these I tried again with no socks. The backs of these have Rabbit ears that stick in ward and cause a blister on both sides of my feet. The 411bk2 have a rounded back so there is nothing to dig into the skin. I am going to cut the ears off the backs and see what happens, you have to get rid of the Rabbit Ears. Don Andretta.

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6:29 am EDT

New Balance Athletics defective shoes. nb 860

Hello.
I bought the New Balance 860 model on June 06, 2020 from the official online store. Yesterday - August 8, 2020, I noticed defects on shoes. Only two months and sneakers began to tear at the seams. Where is the quality of your shoes? I have been using your shoes for many years, this has not happened before!
How can I have a defective shoe replaced or a refund?

Photos are attached.

Respectfully,
Oleg.

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1:00 pm EDT

New Balance Athletics Tennis shoes

Bought my shoes 2 years ago at dicks sporting goods in Clearwater Florida. Played with them on clay courts for one season. Left them when I returned to my home in Canada with other shoes in my air conditioned condo. When I returned, I saw the the sole has completely come off. Poor workmanship. My Nike and adidas shoes were fine. Poor quality glue used. Shouldn't happen.

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6:06 am EST

New Balance Athletics customer service rep answered based on his personal perception

I inquired re: shoe size before ordering to make sure i"m ordering or getting the right size. Based on the comment i read from a shoe that I like, the customer chose her right size which is size 7.5 US. But when she tried the shoes it was too small. So I was thinking that maybe NB is not true to size as some other shoe brands are like nike which is .5 smaller, world balance which is also a few cm smaller, etc...

So I sent a message to inquire. A certain Josh replied that I follow their size chart and that the customer did not follow her shoe size correctly. So I asked him how did he know that she chose the wrong shoe size when in fact she did choose the right shoe size? He answered he just knows the reason why because she's not the only person who experienced the same situation. So I told him, if that's the case shouldn'yt you inform your customers to choose a size bigger than their regular size instead of assuming that customers are making the mistake.

Then another rep answered named Kira and just answered refer to chart and even addressed me with my last name. How unprofessional! Apologies, but both your reps are stupid. They need customer service training!

Pls. refer to attachments for our convo.

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2:25 pm EDT
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New Balance Athletics shoes

The photos tell my story. When I complained to the New Balance complaint department I was told the shoes were old and this rotting happens. My shoes look new but the soul are disintegrating and I can't wear them. I was offered a $20 gift certificate for new shoes, but considered this so inappropriate and inadequate.

I wrote a letter to Mr.DeMartini, CEO of New Balance but have not received a reply.
This kind of treatment surely. Is not a good advertisement forNew Balance shoes.

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Update by Kate Brophy
Sep 03, 2019 2:28 pm EDT

Did not succeed in posting photos of ugly shoes.

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8:11 am EST

New Balance Athletics new balance 1080

Late 2018, I bought a New Balance 1080 for a more comfortable run from a new Balance Factory Shop in Diep River, Cape Town. I am a neutral runner and always used Asics before.

Since i bought the shoe, I had nothing but discomfort. Inner soul cause blisters on my right foot, Front and Heel burning sensation.

I ran the Soweto Marathon in the New balance 1080, and it was the most uncomfortable run ever.

I have since bought a new running shoe, and the 1080 is just collecting dust.

I hope that New Balance is able to do something about the matter.

My name is Angelo and my email is [protected]@gmail.com

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2:27 pm EDT

New Balance Athletics Walking shoes style 624

Just wanted to say that in the past two years, I've tried the New Balance 624's twice. Got 8 months out of the first and 4 out of the second. I'm nearly 70, don't jog, just use them for part time retirement job at a supermarket and working around the house.

Soles come away from the uppers and even tried regluing them down to no avail. In short, decent fit, but at this rate, I'm spending $200 a year on shoes. I can go to any big box store, get a sale shoe, similar fit and comfort, and spend $35 a year.

My wife swears by New Balance and loves them. Maybe it's just me, but fool me once, okay, twice, not so much, three times, no way. I'm done with them.

M.S.
Elgin, IL

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6:13 am EDT

New Balance Athletics wrong order

I ordered one month ago a pair of newbalance and they send me another pair of shoes. So I sent an email to ask how to change the shoes and the day after they answered me saying that I must put the photos too in the email. So I sent another email with the photos but after three weeks, even if I sent them other mails, I didn't recive any answer. It's the worst site ever and I would say to all my friends to DO NOT BUY from this site.
The most uncorrect person ever!

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3:54 pm EDT
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New Balance Athletics Surface Coming Off Brand New Shoes

I bought New Balance 928 women's walking shoes from Amazon.com, and they were delivered August 13. I was away and have only worn these shoes for about a week. The surfacing has started to flake off the right shoe. This is not an Amazon problem, and I have contacted New Balance directly for an exchange. However, there is no guarantee that the same thing will not happen again; this is the second time it has happened to a pair of New Balance shoes.

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7:19 pm EST
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New Balance Athletics - slippery soles and soles turning loose

while walking on damp floors the soles are very slippery and dangerous. I have to be very careful or it could be bad. Today I noticed part of the sole turning loose and now it could trip me up. This is my first pair of new balance shoes and might be my last.

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5:18 pm EDT
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New Balance Athletics Foul odor from sole insert

I have worn New Balance running shoes exclusively for more than 20 years. I bought my most recent pair - model 990, costing nearly $200 - about six months ago. In the past two months, a brownish insert on the sole of each shoe began to emit a foul odor, a combination of creosote and cat urine. I washed the shoes several times by hand, assuming that the smell came from something I'd run through. This didn't work. The odor has grown increasing pungent and nasty, so much so that I can no longer wear them to any social gathering. I found a similar complaint on another web site, but when I called my local dealer, I was told that they had never heard of this issue, nor did the company's web site offer any comment at all. New Balance used to be a good, reliable company. Now, they literally stink and don't seem to care. I'm done, but I strongly advise others to rethink their options as well.

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DaveCYoung
Easton, US
Oct 09, 2013 11:35 am EDT

I too, had the same problem.

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12:39 pm EST

New Balance Athletics stinky shoes

I have had my new balance shoes 587 running shoes for almost two years. I can not wear them because they they have a strange odor. I have to keep them in the garage because if I leave them in the closet the whole closet stinks. The smell is like old medicine. Is there any way of getting the odor to go away. I took them out the other day to take a walk and after sitting unused for six months the odor is as strong as ever.

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wrennie
, US
Aug 17, 2021 9:32 pm EDT
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Got a pair of beige 812 new balance on eBay a couple months ago. Brand new. Wore them outside on wet outdoor carpet several times. Now, not only do the shoes smell like cat piss, but so do my $200 orthotics. Never again will I buy new balance. Have been my go to shoe for twenty years. Never had this problem before. Will throw them in the washer. Doesn't matter if they get ruined. I can't wear them like this anyway.

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Betty Tomaro
, US
Oct 21, 2015 10:45 am EDT

I purchased a new pair of M990 New Balance shoes at a NB Store in Durham, NC about 18 months ago for approx. $140.00 and have worn them primarily for physical therapy sessions. Sometime about 6 months ago I wore them to. attend a PT class when my daughter commented that my shoes smelled like kitty litter. Following knee surgery I continued wearing them for PT and sprayed the outside of the shoes with things like Lysol disinfectant spray but nothing helps. To be clear, the shoes smell (like cat urine) on the outside of the shoe around the blue leather areas. I have not laundered the shoes but have cleaned the outside with a damp sponge. I'm sure the shoes have gotten wet during rainy weather and were left to dry in room temp. air and no cats in the house.
I would appreciate any suggested cures for the foul odor!

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Walking Woman
Hatboro, US
Oct 06, 2012 8:59 pm EDT

New Balance white walking shoes Style #812 is saturated with formaldehyde or some similar preservative with a sharp chemical smell which is released the first time the shoes get wet and continues thereafter. This odor is not present in the black leather 811 or 812, even when wet.

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1:51 am EDT
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New Balance Athletics Poor product performance

I purchased a pair of new balance walking shoes number 926. They were purchased at a outlet store in Camarillo, ca. About three weeks ago I paid close to $100.00 I walk an average of 7 to 10 miles a day for health reasons. So the shoes cant be returned. The problem is when i put the right shoe on my foot it rubs the top of my foot causing pain and blisters Making my walk very painful.. The tongue is stitched improperly causing friction on my foot there is nothing that i can do to stop the rubbing . Believe me I have tried band aids, wrapping my foot special stockings. I have asked everyone I know but nothing seems to work. I really don't have money to go buy new shoes so soon. O this started the first time I wore the shoes but figured they would wear o k so i just ignored the problem and suffered Any suggestions

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Belinda Carroll
Big Stone Gap, US
Jun 26, 2012 5:55 pm EDT
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I bought a pair of NB shoes wore them once and put them on to wear the second time and where the lace went in broke. I had the shoes less than two weeks I took them back to where I got them and they said they couldn't take them back because I didn't have my bill of sale. I can't go and buy more because i'm on a fixed income. And I had them in the box they come in and it had their sale sticker on the box. But they still wouldn't take them back.

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Shank
None, US
Jun 08, 2009 2:40 am EDT

First off, If you went to an "outlet" store and paid $100 for New Balance sneaker, then you are foolish. I have gotten NBs from shoe outlets like DSW for around $30. I find them the be much better quality and have held up much better than brands like Nike and Adidas. I can see how maybe a production mistake may have cause the show to be made incorrectly, but you should have paid better attention when you were trying them on.

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11:27 pm EDT

New Balance Athletics mr1224

I'm writing this e-mail to express my total disappointment with the new MR1224NR shoe that I bought from the NB store in Kansas City. I've been a devoted fan and customer of NB shoes since more than 10 years ago. I always looked for and bought the shoes that were made in the USA as the ones that are made in China are crap! However, after running in those (MR1224) shoes for just 10-15 minutes, the outer part of the insoles start rubbing against my heels (in both feet) really bad and the shoes would force my feet to move in a completely awkward way! To an extent that I had to stop my exercise! I tried replacing the insoles of the shoes with my old insoles from my old NB pair (992) and I even went back to the NB shop and talked to the manager on-duty. He gave me some advices and tried to solve this problem by tighten the shoe laces, something which did help in the beginning but that solution was temporary as the problem persisted. I paid top dollar to have a top notch product but I feel that I did a wrong decision and I'm really frustrated by the performance of those shoes.

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Gladys Prado
, US
Jun 24, 2019 8:51 am EDT

The same with me. I bought a new pair in Amsterdam because I use wide D and they are not sold in Brazil. To my surprise, this new shoe is much more narrow than the wide D I had and I can´t use it. So I looked for help in the branch in Brazil that could not help me because I bought the shoe in Europe and the branch in Europe does not help me because I live in Brazil. The decline in brand quality is remarkable

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8:39 pm EDT

New Balance Athletics unable to wear three month old shoes

I've never complained before but feel you need to know my latest pair of New Balance joggers have worn holes on the inside of the heel of both shoes. These shoes are my 3rd pair of New Balance and felt lovely and comfortable. My husband and I are going to the UK in 6wks and I was hoping to have had my new joggers well worn in for all the walking we shall do. I'm really dissappointed as I went back to the store where I bought them and they didn't want to know about it as I don't still have the receipt. As this was my 3rd pair I was sure there would be no problems and didn't keep the receipt. Could this have just been a bad batch of shoes or should I try a different type? Thanks for reading this, sorry to be complaining but they are only three months old and they cost me $130.
Jen Parry

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Mr dave
, TV
Sep 03, 2018 5:57 pm EDT

I've had them for six months. Only worn them 10/12 time and the sole keeps coming off. I've had them fixed 3 times and this morning the whole heal of the sole has come off from the bottom. I do not recommend anyone getting them.

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Reviewer34366
,
Feb 24, 2016 6:14 pm EST

The sneakers which are all white, started to peel.I contacted New balance and sent pictures and they asked if I had the receipt. I advised them that I bought them from Kohl's three years ago, but that I don't wear them at all .
the soles look brand new. Here is the scary comment they made in their reply
on case 75801 by Jerret W. "We typically expect our shoes to last anywhere from 6-9 months" WOW THANKS NEW BALANCE!

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J lstrange
Imperial, US
Nov 26, 2012 6:11 pm EST
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I am very dissatisfied with New Balance Womens Leather Walking Shoe 600 was the most comfortable shoe and it is discontinued at alot of department stores like JC Pennys . I am wanting New Balance to put these shoes back on the Market. I bought a pair of the 407 white walking shoe and i am very unhappy with this shoe, No support and no Comfort...

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Teri Welles
Rogers, US
Apr 22, 2011 3:14 pm EDT

New Balance Shoes and Store in Rogers Arkansas! First and only experience. Professional person that fits and will recommend a really high end shoe for your problem. You loose the receipt and NewBalance does replace it however what they replace it with is an insult, Not only did they give me half of what I spent, the cheapest and ugliest flat, uncomfortable shoe that after wearing them twice started hurting my feet. Now they ruined my feet. They the shoes are sitting in the corner have been for months and will be just to remain me of what a just how New Balance has brainwashed people with the brand name. Teri

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Teri Welles
Rogers, US
Apr 22, 2011 3:05 pm EDT

Tell me about it. I spent $150.00 on a pair of, New Balance I didn't keep the receipt and when I had to get them replaced they did it for nothing, but, what I got was the cheapest, stiff uncomfortable ugly shoe that has ruined my feet. The professional that fits the correct shoe at the store is a joke he trained off the internet! I hate New Balance they have the public brainwashed in the United States.

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1:30 am EDT
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New Balance Athletics Very unfair to the consumer

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.

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ricardo almeida
, US
Jul 12, 2023 3:54 am EDT
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Complain about a problem on 327 shoes 2 pairs last less than a month and solution is voucher 10% discount instead of checking real proble of the fabric that is ripped

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S B
, US
Feb 25, 2023 7:50 pm EST

Ive tried 4E and 6E. Ive tried the 990s I used to buy and these new 847. Ive been a 13 x 4E for decades. Why last year did NB start to constrain the toe making the same old 13 X 4Es so tight in the toe box? Thanks.

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Frank Chap
, US
Jan 21, 2023 6:32 am EST

Purchased a pair of shoes from AAFES in August of last year. I have barley worn them. Shortly thereafter both shoes soles began to separate from the shoe itself. The shoes are still brand new looking as you can see in the pictures. However, the soles continue to peel off from the back to the front.

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Janice1362
Rockland, US
Nov 12, 2022 4:36 pm EST

After I washed it unraveled I purchase at kohls less than a month ago

I really like them

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BirdieQueen
Pittsburgh, US
Aug 22, 2022 1:26 pm EDT
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These 1222 running shoes were purchased as a gift and were not worn for 2 years- when I recently put them on they crumbled with logo coming off and the tread coming off and falling, extended web arch support fell off , and toes separating from the shoe making them totally unwearable!

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Sauma
Columbia, US
Aug 08, 2022 1:15 pm EDT
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I have worn these shoes intermittently over the 2 years after purchase. I typically ride, not walk, and don't expect shoes to separate from the upper shoe.

See the pictures. The sole of the left shoe has separated from the upper shoe.

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charles randall
, US
Jan 10, 2017 4:25 pm EST

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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boston red sox
, US
Dec 16, 2016 5:18 pm EST

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.

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SteveD1
, US
Oct 23, 2016 9:56 am EDT
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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.

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Bobby99a14
NoneYoBiz, US
Jul 07, 2022 11:38 am EDT
Replying to comment of SteveD1

I have a similar problem. The top of the show on the arch side has split. This happened within a few weeks of using the shoes for walking on paved trails.

These are New Balance 619 shoes purchased from Kohls. I'm very disapointed in their poor quality. New Balance used to make good sneakers, not any more.

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jimzi
, US
Oct 01, 2016 1:12 pm EDT
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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.

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