New Balance EMEA Head Office

If youre thinking of buying a pair of New Balance trainers, youd 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 Id 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 dont know about you but this was a big spend for me :( and Im left feeling bullied by a Fiercly Independent Company. My review has yet to be published on their site. Ill 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. Im reporting NB to trading standards and urge the many others to do the same. Its 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 customers 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 products in holes after little more than a week but heres half your money and the link to buy another pair. Why didnt I think of that?
Jan 7th, 2023

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!
Oct 6th, 2022

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!!!
Jul 8th, 2022

(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.
Jun 29th, 2022

Apr 17th, 2020