Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two pairs of shoes on February 11 and paid $100. Joes New Balance Outlet promised to deliver both pairs. However, when they notified me that the package had arrived, I went downstairs to look for it but couldn't find my shoes. I also asked my neighbors, but they hadn't received them either. I immediately contacted customer service to explain my situation, but they refused to take responsibility, saying it wasnt their problem. So far, no one has reached out to me, and I am extremely frustrated.

  Business Response

  Date: 02/20/2025

  The customer reached out regarding packages that were stolen after confirmed delivery by the carrier on. The customer's packages were shipped via *** and tracked by ***'s newest delivery technology that provides a delivery photo when a package is delivered. The delivery photos (attached) show these packages were delivered; and therefore, we are unable to issue a refund or provide a replacement order. If based on the delivery photos the customer believes the package was stolen, we suggest reaching out to local law enforcement for help. While we want to do everything we can to help locate it, New Balance is not responsible for theft after delivery as detailed in our site Terms and Conditions.

  Customer Answer

  Date: 02/20/2025

  Complaint: 22964679
  
  I have reviewed the business' response and am rejecting it because:
  
  I am extremely disappointed with Joes New Balance Outlets response to my complaint. Despite my legitimate claim, Joes New Balance Outlet has refused to issue a refund, citing the Terms and Conditions, which state that New Balance is not responsible for theft after delivery.
  
  Joes New Balance Outlets handling of this matter has severely violated my consumer rights. As a customer, I have fulfilled my part of the transaction by making a purchase in good faith. However, I have not received the goods I paid for, and Joes New Balance Outlets refusal to take responsibility is unacceptable. A business should ensure that customers receive their orders, and shifting the entire risk onto the buyer is both unfair and unreasonable.
  
  I strongly reject this resolution and request that Joes New Balance Outlet reconsider my case. If this matter is not properly addressed, I will have no choice but to take further action, including publicly sharing my experience.
  
  Sincerely,
  
  ********** **********

• Initial Complaint

  Date:02/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 11, I paid the merchant $100 for two pairs of shoes. The website promotion clearly stated that two pairs would cost $100, and the merchant promised that customers who paid $100 would receive two pairs of shoes. However, I only received one pair. The main issue is that I was charged for two pairs but only received one. I immediately contacted Joe's New Balance Outlet, but they refused to offer a refund or replacement, claiming they were not responsible. One of my shoes was lost, and I believe this is their fault. It's very disappointing that I paid for two pairs but only received one.

  Business Response

  Date: 02/18/2025

  While we were able to confirm the warehouse shipped out both items and the tracking number details confirm the package weighed the appropriate amount for 2 pair of shoes (4.9lbs), as a one-time courtesy, the customer has been credited for one of the pair of shoes.

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two pairs of shoes on Joe's New Balance Outlet website back in 10th January 2025. On 16th January, I received one of them. The other one still says processing on their website. I contacted customer service twice already, the first time they said delayed due to weather conditions. Second time they said supply department will contact me soon then cut the line off. Today is 23 rd of January, I didnt get any solution from Joe's New Balance Outlet, I dont know if they will ship out shoes or something else. Dont do business with Joe's New Balance Outlet, poor customer service, poor business experience.

  Business Response

  Date: 01/24/2025

  We apologize for the poor experience with this order. While we did everything we could to ensure it would ship out, the item is no longer in stock and has been canceled. The customer was not charged for this item. 

• Initial Complaint

  Date:11/22/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order is J00337380, I reached out immediately when order said delivered there was no proof left no anything just picture. I was told by one person a investigation would be initiated and by another one to dispute through my bank! I did BOTH, the investigation says it was conducted one day in less than 5 mins and closed nobody contacted me. I go through my bank they fight it so I get nothing! NOW IT IS NOVEMBER I HAVE NO ORDER AND IM OUT OF MY MONEY!! this is ridiculous, then when i reach they say ill be contacted with incident 48 hours there is never any contact made to me!

  Business Response

  Date: 11/25/2024

  The customer had an open dispute with the bank which wouldn't allow New Balance to credit the customer. Despite the dispute being denied by the bank detailing that the customer would be held liable for the transaction, as a one-time courtesy, New Balance credited the order $114.99 for the missing package on 11/25/24.

• Initial Complaint

  Date:10/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** new balance claimed they are owned by new balance which is incorrect. I ordered a pair of new balance 480 high tops from them a $97 order and yet they transposed my info to there free shipping partner **** I have been calling Joes for 3 days when I saw the error on the *** ticket and keep getting left on hold for over 30 minutes. When you do get someone she has no authority to do anything. I get more angry speaking to the useless. Today I contacted *** directly and informed them of the transposed phone number on the order but the *** driver never even attempted a delivery claiming wrong info on the package.

  Business Response

  Date: 10/25/2024

  Based on tracking number 1ZA821T10386010561, order J00395819 was delivered to the customer on 10/21/24 which was after this complaint was filed. We see that the phone number was updated on the order on 10/18/24 as well. If the customer disagrees that the order has been delivered, we encourage the customer to contact our team for assistance with starting an investigation to locate their package.

  Customer Answer

  Date: 10/28/2024

  Complaint: 22445651
  
  I have reviewed the business' response and am rejecting it because: They as a company transposed my address and phone number as I do not have access to it. This was done so the weekend UPS driver would have a means to contact. The *** company chosen was the worst service ever. and when I contacted the TEAM via Joes website they said "Only the shipper can correct it" . As for ***** staff the same women both times would no help and refused all attempts to reach out to them. I ordered a 11.5 wide what I got is 11.5 narrow factory set with the labeling falling off "Black letters "N" were off on one side. I made all attempts to reach out to the company, including going to the actual site at *****************************. At no time did ***** website or personel reach out to my 11 request for assistance. ***** is a bad actor as they are a contracted to sell off discontinued and damaged sneakers no ownership in the founded corporation as they stated. Can you say Fraud!!!!
  
  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 10/29/2024

  Since the customer received the wrong item, the order has been credited so the customer may reorder at their convenience. The order detail show the customer purchased this order for $75.76 which has been fully refunded.

  Customer Answer

  Date: 10/29/2024

  Complaint: 22445651
  
  I have reviewed the business' response and am rejecting it because: They have sent me notices of a "PENDING REFUND" In this companies history it has made many promises of a refund in full and never actually sent it. I will respond after the refund posts not before. They are clearly pulling the ** shuffle as it has become known to the world. They have till the 2nd of November 2024 to actually refund the money as of this time and date no such refund is noted on there website and as usual customer service never picks up. 
  
  
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 10/30/2024

  ***** refunded my account on 10-30-24 at 4:30am. I will never by from them again because its local BBB gets frequent donations and is crooked protecting these involved individuals. The Money over Justice system has to end with my case.

• Initial Complaint

  Date:10/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****************. Returned an item a month ago and they keep giving excuses as to why my refund is delayed. Would never do business with again.

• Initial Complaint

  Date:02/26/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered womens Fresh Foam X 1080v12 in a size 11.5. They sent me a mens random pair of new balance shoes in a size 8.5 that were NOT what I ordered. I mailed them back more than two weeks ago and I havent gotten my refund yet. I WANT MY MONEY BACK FROM THIS SCAM OF A COMPANY!

  Business Response

  Date: 02/27/2024

  While we have no records of this customer reaching out to our customer service team for help after receiving the wrong item, we have reviewed the photos and issued a full refund for order J00129516. We encouraged the customer to contact our team in the future so we can provide assistance.

  Customer Answer

  Date: 02/29/2024

  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

  Date:12/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 pair of sneakers from this company on November 28, 2023. I paid $62.33 for them. I am a single mom & can't buy my children much. This is what they asked for & need. I am extremely upset, sad & hurt about them doing this to my children!! Now I do not have money to go buy them elsewhere!! I want my money refunded ASAP, please!!

  Business Response

  Date: 12/21/2023

  Tracking number ****************** shows the package is on the way with delivery expected 12/28/23. For the delay, we have credited the customer the shipping fee of $9.95. 

• Initial Complaint

  Date:11/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on cyber monday for 3 pairs of shoes. The very next day I got an email saying one of the pairs were cancelled at my request... i did not request this. I chatted with a lady named ******** T and asked why it was cancelled. She said it was cancelled from a different warehouse. I asked why it didnt show online that it was out of stock like other things I had viewed. She said it WAS IN stock but the warehouse it should ship from doesnt have the item. I asked if it could be shipped from somewhere else or if the price could be honored when it could ship. She said she cant guarantee that then ended the chat. This is a correct advertised price and the item is in stock. This business should have to honor the price or offer a similar shoe for the same price. As a consumer, I ordered an item that says its in stock. I was told the item is indeed in stock. It is not my problem that whatever warehouse ships to me doesnt have the item. It doesnt say anywhere on the site that i will only receive this item if the correct warehouse has it, otherwise my order will be cancelled. My order should be honored for the same price and i should receive the pair of shoes that I ordered.

  Business Response

  Date: 11/28/2023

  We were notified by our warehouse that the ******** ***** was no longer available at this warehouse and could not be fulfilled there. The customer was not charged for this item and can place another order for this item as they are still in stock on our website. We will honor the price of the item that was originally ordered.

  
  

  Customer Answer

  Date: 11/29/2023

  Can you tell me how to get the same price and for there to be no shipping charge since I wouldnt have had to pay for shipping with the original order? When I login to the site it just has the normal price of 69.99. Also, it still shows that I was charged the full amount for the original order that included all 3 pairs.

  Business Response

  Date: 12/01/2023

  We have emailed the customer a coupon for $35. This covers the discount received on the item that did not ship plus shipping costs and can be used on a new order. Customers are not charged until items ship. The authorization taken on 11/27/23 when the order was placed was for the full order amount of $127.30. When the order shipped on 11/28/23 the charge went through in the amount of $74.88 for the two items that did ship. This replaced the initial authorization which falls off when final payment is taken. The customer should contact their bank with any additional questions regarding how they were charged.

• Initial Complaint

  Date:11/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 pairs of shoes from Joe's New balance outlet on October 17, 2023 in the amount of ******, Order #JA1137666. I received them both in the same box on October 24, 2023. They did not fit properly. I boxed them back up mailed them back which cost another $28.94, called ***'s new balance and gave them my tracking #1ZRW10170341887013, they received the 2 pair of shoes on October 27, 2023 at the dock at 10:25 am. I called several times regarding my refund with very long hold times, hours. On November the 6th 2023 I received a partial refund for one pair $65.84 I called and was on hold two more hours they assured me it would get fixed that I would receive the other portion of $54.16 before Thanksgiving. I have tried to call them several times and now the recording says they are experienced an outage with their phone this has been over a week now. I will never purchase from this company again and would advise anyone not to. As far as I'm concerned this business is a scam. I truly hope to get my money back that I am owed in the amount $54.16. Thank you for looking into this matter for me I hope to hear from you with good news of a refund.

  Business Response

  Date: 11/28/2023

  We did experience an outage that lasted from 11/19-27. Our customer service team is back up and running as of 11/28 and has refunded the customer for the remaining item on order JA1137666.