New Balance Factory Store

"I visited New Balance store to make a return and a purchase and I experience a male employee being combative instead of helpful. The employee displayed a lack of customer service skills. I presented him with my online order receipt of purchase ( which read (“standard” size) and new balance shoes inside of the box ( shoe box reading D size/not “standard B”) and explained that I purchased a standard size however, I received a wide size shoe in error. I went to the New Balance store with a problem hoping to receive a simple solution however, I received more problems. I was expecting the employee to recognize the mistake made on New Balance staff part and to make a correction however, I received an alphabet tutorial of a sizing as if I was the one that made the mistake with the size selection. The lecture went on for 10 mins. Although I clearly expressed in the beginning of our interaction that I would like an exchange or a refund. I had to state that I wanted a refund 3 times before one was initiated. Then the employee finally went into the back to process the refund. The refund process took another 10-15 mins. The store was moderately busy with only one other female employee working. The male staff spent too much time on my small issue instead of quickly providing a solution so, that he could assist other customers. I went to the store with the intent to repurchase the new balance shoe in the correct size however, I decided I did not want to spend my money at the store due to the lack of professionalism and customer service support."

"I visited New Balance store to make a return and a purchase and I experience a male employee being combative instead of helpful. The employee displayed a lack of customer service skills. I presented him with my online order receipt of purchase ( which read (“standard” size) and new balance shoes inside of the box ( shoe box reading D size/not “standard B”) and explained that I purchased a standard size however, I received a wide size shoe in error. I went to the New Balance store with a problem hoping to receive a simple solution however, I received more problems. I was expecting the employee to recognize the mistake made on New Balance staff part and to make a correction however, I received an alphabet tutorial of a sizing as if I was the one that made the mistake with the size selection. The lecture went on for 10 mins. Although I clearly expressed in the beginning of our interaction that I would like an exchange or a refund. I had to state that I wanted a refund 3 times before one was initiated. Then the employee finally went into the back to process the refund. The refund process took another 10-15 mins. The store was moderately busy with only one other female employee working. The male staff spent too much time on my small issue instead of quickly providing a solution so, that he could assist other customers. I went to the store with the intent to repurchase the new balance shoe in the correct size however, I decided I did not want to spend my money at the store due to the lack of professionalism and customer service support."

"Great staff members, we walked in to buy some shoes from my father. The staff were very helpful in order to accommodate us."

"The person on duty this past Monday closed the store about 15 minutes early. It seemed silly that the sales associate pretended that she couldn’t see me standing outside the glass door, so I called the store to ask what the hours were since they seemed to be different than those posted on the door. The sales associate really tried to argue with me about what time it really was and then hung up on me. I don’t think I’m a difficult customer and I don’t do stupid, so if that’s the best service they can give then I’ll just order off of Amazon like everyone else."

"Clean, good selection, and reasonably priced. Gentleman at the checkout saved me a trip by verifying shoe sizes, any pre-existing damage, and right pairs. One of the three boxes had a pair for left foot. He went and replaced the item instead of asking the customer to get the correct box. Wow, what a customer service! I'vnt experienced it for a while."