Sporting Goods Retail
New Balance CanadaThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in Sporting Goods Retail.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
20/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
My order number is ********* , my package was marked delivered february 14 and i was home all day i checked everywhere and there was no package, i contacted them right away and they said to wait 4-5 to contact again, i contacted them today and they said to wait another 8-15 days because they were going to file a claim. I need the shoes and its taking too long just want my money backInitial Complaint
16/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hi, I ordered 2 shorts, a pair of shoes and some socks from New Balance on September 25, 2023. They did not fit so I returned them. For some reason, the parcel I used to return from the prepaid shipping label provided to me from *** ********** ******************* was delivered on October 4, and then showed "on the way", 12 days later on October 16. I have contacted the company to figure out what happened but they have been no help. They keep telling me they're going to get back to me with updates but they never do. I just want my money back from the stuff I returned months ago.Initial Complaint
05/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Urgent Complaint Regarding Refund Status and Lack of Communication from New Balance I am writing to express my extreme dissatisfaction with the service I have received from New Balance in relation to a recent purchase. Despite numerous attempts to inquire about the status of my refund, I have been consistently met with silence and disregard. *** ********* ******* ********** ***** *** ****** ****** *** **** ** ******* ********** *** ********* My emails, which were sent with the expectation of a timely and respectful response, have gone unanswered, ******* ************ ** ************ ** ** ************* ** ********** **** **** ******** ******* **** * ******* ***** **** *** ******** I demand immediate attention to this matter, transparency regarding the refund process, and a sincere commitment to improving customer communication. **** ********** ** *** **** ************** *** **** ******* *** ***** * *** ****** ** **** ****** I expect a prompt resolution to this issue and a reconsideration of the customer service standards upheld by New Balance. I expect a refund for my order ORDER # *********.Initial Complaint
06/12/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered cleats for my daughter on Nov 22/23 thinking they’d be here in LOTS of time for Christmas. Today is December 6 and I’m after calling/chatting with the for the 4th time. Nobody ever has a clue what’s going on. Finally got a tracking email last week. It’s STILL sitting in label created. They had to pass it on cause it pay their delivery standards could take another 3-5 business days. Then I’m told (even tho I ordered from NB Canada thay because it’s coming from the states it could take 12-14 business days and because it’s “shipped” (even tho it’s still sitting at their warehouse) I can’t cancel. Worst customer service I’ve ever experienced. I swear they just created a tracking label to peacify me for a few days. So disappointed.Initial Complaint
23/10/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered from new balance (*********) on Oct 12. First I ordered the wrong size and asked them to change the size immediately after ordering and as stated on their website, they said that changes can be made to the order if it is within 1 hour of placing the order. However, when I contacted them they said that they cannot do anything and I will have to return the order when I get it to exchange for a different size. **** ** **** **** *********** ** ***** ***** Then, I was supposed to receive my order on Oct 16, 2023. However, I did not receive anything and the proof from *** is not my house. I then contacted New balance several times, with each agent saying something different. I probably spent 5 hours just trying to find out what to do. Then I contacted them again today when they said I would be offered a reshipment or refund, but the agent said they cannot give me anything as the package was delivered. *** ******** ****** *** ** *********** *** ********* **** ***** ********* * ******** **** ****** ******** ******* **** * ********* ******* **** * **** **** ******** **** *** **** * *******Initial Complaint
13/10/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On September 23, I placed an order on new balance for two pairs of shoes and after a week of waiting for my order, I realized I did not receive any delivery email or any updates regarding my package so I decided to contact New Balance to see what the delay was and they told me that my package was actually delivered on September 27 but I never received any package whatsoever and the delivery photo shows a very blurry photo of a package on the ground in an unknown location to me. I let new balance know about the issue and they said they will investigate with ***. At the investigation they just send me a single email saying the investigation was close with proof of delivery. And offered no explanation and offered no help whatsoever. I replied to the email two times. And received no response back and basically just being ignored. I want my order issue to be dealt with it properly ** *** **** ***** ****** *** *** ***** ** ** ****** **** ******** *** ******* ********** ******* **** ** **** ********** **** ******** *******Initial Complaint
12/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Order # ********* order was returned via ***, after many times of calling, I still yet get my refund.Initial Complaint
29/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On March 25th, I placed an order with new balance for a pair of shoes. I was charged immediately. Now, the 29th of march, I haven’t received any tracking info or confirmation of my purchase. They are unavailable to reach via the website as the agent is offline, and I have been left waiting on the phone for hours for it to consistently mysteriously disconnect. I am unable to login to my account, and even though I know I’m putting the right password, it won’t let me in. I’ve tried to change my password and they won’t send me a new password link. All of these experiences have occurred while still taking my money. I just want to know where my order is!Customer response
30/03/2023
Yesterday I opened up a case for New Balance.
Since then I have now rectified the situation, and got my problems resolved.
However, their website makes it incredibly difficult for anyone to track things and get a hold of them.
Thank you for your time, I no longer need someone to look into this.Initial Complaint
22/03/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
order ********* ****************** return delivered feb15, yet to receive refund.Business response
31/03/2023
We apologize for the delay in processing the refund for your order. Your refund has been submitted and an email communication of this transaction has been sent.Customer response
31/03/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
27/02/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have returned my order for over 2 months now, and I have gotten no update or refund. I called and was told to initially wait 21 business days. after that 21 days passed, I got no update. SO after I called again, and was told it has been escalated to a higher team and I will get an update in 48 hours. Of course I got no update, so i have called several times since and have been told the exact same thing. AND I HAVE GOTTEN 0 UPDATES. This company has ****** my money and refuses to update me on the return. My case number is ******* and order is ********** ** *** *** **** **** ******** **** **** ***** **** ***** *** *** ******* *** *****Business response
03/03/2023
We apologize for the delay processing your return. Your refund has been processed.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
28 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.