New Balance EMEA Head Office - Warrington

stacey B.

Seems like a trend
Trainers not delivered fake signature by UPS and both companies refusing any ownership
Both frauds

Waz S.

Not to be trusted , ordered trainers online and the took the money but didn’t confirm the order .. customer support are useless

Jonathan T.

Worst customer service imaginable. This is a review on both New Balance in the UK and France.

I ordered a pair of expensive New Balance shoes ('made in USA') originally in France in December 2023. After a total fiasco with UPS ... it was not possible to ever collect the shoes. Huge waste of time and money ... petrol driving to collection centre. No apology from New Balance + no compensation.

I was then going to be in the UK. Their sizings are a bit different in different countries. I first called the help line and clarified which size I needed. I ordered the shoes in the UK but was given the wrong advice. It took me a few weeks to realise this. On contacting NB ... no help, no apology, no exchange. Pretty unbelievable given that it was their fault.

I will never buy anything from them again.

Frances

If you’re thinking of buying a pair of New Balance trainers, you’d do well to familiarise yourself with their customer service policies first.
My Sons £160 Birthday present, Fresh Foam Hierro v6 GTX, after a little over ONE weeks wear had holes on the sides and a collapsed toe box.
New Balance UK flatly refused to offer anything more than 50% refund and stated that they NEVER offer exchanges, even for faulty goods. This after pointing out that my statutory rights entitle me to a repair, replacement or refund. It appears that they do not adhere to this law.
Instead, within their reviews, they enter you into a raffle to win another pair of their trainers and wish you a lovely day. There are so many complaints about New Balance quality and/or their customer service on independent review sites too (I so wish I’d checked first. Please take the time).
You have a lovely day New Balance, with my £80 and my son gets to keep his tatty new trainers.
I don’t know about you but this was a big spend for me 🙁 and I’m left feeling bullied by a ‘Fiercly Independent’ Company.
My review has yet to be published on their site. I’ll continue meanwhile to raise awareness wherever possible.
If you must have NB trainers, my advice is to order them through a reputable company and not direct.
I’m reporting NB to trading standards and urge the many others to do the same. It’s just an online form.

ORDER #: NK04290897 ORDER DATE: 20/11/202

Update:
Generic reply from NB UK not addressing any of my concerns (or posting my review) received after airing my reviews where they will be seen:

Official Response by the New Balance UK EN team
Hello Frances, We are sorry to hear that you are not happy with your purchase. We are dedicated to providing the best products possible and value each customer’s experience. Thank you for sharing your feedback with us. We will use this feedback to improve our products. If you are unsure of which product to choose, please get in touch with our Customer Service team. You can find the chat button on the page for a direct conversation. Our other contact information can be found by clicking on this link. Massimo

So basically, sorry our product’s in holes after little more than a week but here’s half your money and the link to buy another pair. Why didn’t I think of that? 👍

Peter K.

(Please add zero stars as an option Google.)
I ordered three items. One was delivered in a vastly oversized box. The dispatch emails said items can be sent separately. Nothing came. When contacted New Balance said all items were included and blamed UPS. I no longer have the vastly oversized box as it was put out with the recycling. As such, New Balance consider my case closed, despite only only third of the order being delivered, . Fearlessly independent of customers plights, those more flight of foot please use an alternative brand (never any issues encountered with Asiics, Nike, Adidas, in fact any major or minor online retailer) and run for the hills. Thankfully no longer the supplier of England Cricket. Truly woeful.

Jaffe L.

the outlet store moved to another location in 5 minutes away, however, that’s a really little store without any good bargain (sad)

Leanne H.

Disgusting customer service- especially Steven. Items not delivered, false signature given by ups. New balance lie, will not look into it despite evidence given and refuse to give a complaints procedure. Please do not purchase from them!!!

Mr C.

They choose who they partner with, be that the Awful 3PL warehouse provider or UPS. They are shocking. Lost my order, ordered again, nobody knows where it is... avoid this shambles!