ComplaintsforJoe's New Balance Outlet

• Initial Complaint

  05/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Ordered pair of shoes, Order Number: ***********. Called to return and was told to take to ups and they would print a return label. UPS said I had to pay $20. They sent wrong size, I just want my money back and to get a RMA and a pre paid rerun label to attach to box and return shoes and get my money back! Please help

  Business response

  05/19/2023

  Apologized foe the less than stellar customer interaction. We will use this as a coaching opportunity for our customer care team. Provided refund of the order and return label. Customer satisfied with resolution. 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered running shoes and received another person's order. I'm in OH, this person lives in NY. I called on 5/6, they said it was a warehouse issue. I received an email on 5/8 requesting photos, which I returned on 5/9. I called again on 5/11, they said I should hear back by today. After I return and they receive the wrong pair of shoes, I will have to wait 21 days for a refund. Reading other reviews, I'm starting to see that this is how the business operates. They force you to pay for return, even though it was 100% their error, then they hold your money for a month. The best I can hope for is a refund after a month. I do not get the shoes I originally ordered and I have to pay shipping for their mistake. This is a scam. First time and last time using them.

  Business response

  05/22/2023

  No response from customer. Two voicemails left and an email have been sent. Direct contact information provided to discuss customer concern. Follow up contact needed to resolve. 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Similar story to everyone else here. Ordered my normal size shoe, when they arrived they were really small. Sent them a text via their customer service number on the site, took a week to respond and the response was "we don't cover return shipping". I spent $39.99 on shoes I can't wear and that I'm not willing to spend $25 on shipping back.

  Business response

  03/23/2023

  Joe's New Balance Outlet's website under returns tab states Please note that since we are an outlet store and dedicated to keeping our prices as low as possible, we are unable to provide free return shipping. As a one time courtesy tracking number ****************** has been created and *** will email the label to the customer. Please allow up to 21 days after we receive your package to process your refund and credit your account. We apologize for any misunderstanding.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I ordered the same shoe size and width that I have ordered for many years from Joe's New Balance Outlet, but when I received the shoes, they were drastically undersized. I compared them to another pair of shoes of the same size and width that I received in the same order. The pair in dispute was approximately 1/2 inch narrower, so when I called them, I explained that the shoes were so small that they must have mislabeled the shoes. Their agent said that they would pay for the shipping but I would need to put in another order to have the correct shoes sent to me. However, he neglected to inform me that they would not cover the cost of return shipping if the second set of shoes was also drastically smaller than advertised. When I spoke to a manager later, she informed me that they would not cover the cost of the second return even though I explained how this was their fault due to the shoes being so much undersized and their failure to properly explain the situation, when I spoke to their agent. I wasted about an hour of my time texting them and waiting to speak to agents as well the manager. I also had to drive twice to the UPS store as a result of their negligence. The order numbers are ********* *** *********. I would like a full refund of $63.54 plus the $20 to cover the cost of return shipping and the mileage to and from the UPS store. This is a total of $83.54

  Business response

  02/20/2023

  ***** *********  refunded $37.09 02/17/2023
  ***** ********* ******** - $46.76 02/20/203
  30% off - $15.00
  Shipping - $9.95
  Tax -$1.80
  Return shipping - $20.00
  
   
  
  Total refund = $83,84
  
  

  Customer response

  02/21/2023

  ********** ********
  I am rejecting this response because:  Joes New Balance agreed to cover the cost of the return shipping in their response.  However, they have not actually reimbursed me for this amount.  I paid $37.09 for order ********* and $63.54 for order ********** which is equal to $100.63.  The shoe orders of $100.63 plus the $20 for return shipping would be $120.63.  However, only reimbursed me $100.63, as shown on the snip from my credit card transactions:  $37.09 + $15 + $10.55 + $20 + $0.60 + $0.60 + $16.79.
  
  
  
  ********** **** *****

  Business response

  02/22/2023

  The customer has been refunded what he is due. The breakdown was specific. 

  ***** ********* refunded $37.09 02/17/2023
  ***** ********* refunded - $46.76 02/20/203
  30% off - $15.00
  Shipping - $9.95
  Tax -$1.80
  Return shipping - $20.00

  Customer response

  02/23/2023

  ********** ********
  I am rejecting this response because:  Joe's New Balance is not accurately communicating the situation.  They show the $20 credit in their message to the BBB, but the end result is that they have not paid me this amount.  They charged me $63.54 as shown on the snip from my credit card transactions.  If they paid the $2o for the return shipping, then they would have paid paid a total of $83.54 for order *********.  However, the total they repaid me for this order is only $63.54 as explained in my previous message.  If they were honest, they would just come out say that they weren't going to cover the $20 cost of the return shipping for order ********* despite the fact that their advisor told me to simply submit this reorder even though the shoes were undersized compared to their other models.  Instead of admitting that they aren't going to pay me for return shipping, they are trying to confuse the situation by providing a lot of different numbers that don't add up.  I am an engineer, and I keep careful track of everything.  The bottom line is that I am out $83.54, but they only reimbursed me for $63.54 as shown on the snip of the reimbursements.

  The $37.09 was a credit for the previous order, and this has been completely reimbursed, so that reference is not relevant.

  
  
  ********** **** *****

• Initial Complaint

  01/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased two pairs of New Balance sneakers in the same size as I have purchased in the past. Both sets of sneakers fit too large. They both had a huge amount of space from the back of the toes to the tongue of the shoes. They had a hump. This isn't normal, which leads me to believe that the sneakers sold here are not up to New Balance specs and have manufacturing issues and are sold in the outlet for this reason. I reached out the ***'s customer service and could only get support via sms. They give canned replies and want buyers to pay for shipping the items back even though they have a manufacturing defect. The company should pay for shipping the items back.

  Business response

  03/03/2023

  Customer contacted on 01/18/2023. Reached VM, left message to return call and provided tracking created for return of shoes. Customer did not return call. Refund was processed on 02/09/2023, 

  Customer response

  03/03/2023

  The company contacted me and was able to resolve my issue. I would like the complaint to be dismissed or marked as successfully resolved by their management team.
  

• Initial Complaint

  01/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a pair of shoes. Was sent something completely different in the wrong size. They will NOT send out the correct item. Have not yet been refunded. Have to waste my time packing item back up and driving to ***. POOR CUSTOMER SERVICE. One and done. I'll never patronize them again. Don't waste your money and time with these clowns.

  Business response

  01/30/2023

  Per our return and exchange policy, we can not stop an order that is being processed.  The refund or exchange must be received by the customer and sent back to us and then processed as a new order. We will issue a refund once the order is complete.  We will issue the customer a coupon as a courtesy for the inconvenience, the customer just needs to ask.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased shoes online, same size as I always order, shoes ran super small, was not told I would have to pay for returns and they will not exchange shoes. Customer service rep just apologizes over and over not even acknowledging what you're saying.

  Business response

  12/28/2022

  Contacted customer apologized for the less than stellar customer experience, advised return label submitted. *** will email label, Provided direct number should additional assistance be required. 

• Initial Complaint

  12/26/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of New Balance 574s from Joes New Balance Outlet website in December 2022. When I received the product, I noticed that the actual color of the shoes was noticeably different than what was shown on their website.I contacted the business through their text/sms support to let them know about the issue, and noted that because the cost to return the shoes would be half of what I paid for them, if it would be possible to just keep the shoes and receive some form of compensation for the discrepancy.The business asked for a photo of the shoe, which I provided, along with an explanation that I expected a shoe with the same colors as what they displayed on their product page.(The original product photo shows a dark gray shoe with tan/gold lettering and soft white inner lining and rubber sole; the shoe I received is jet black with dark brown lettering and bright white lining/sole)The business responded by saying, This is not a manufacturer problem because you did receive the correct shoes with the correct colors nothing semes [sic] to be wrong with the shoes for us to provide a free return label.I feel that this is a disingenuous response because there are visible differences in color between the photo advertised on their website and the photo of what I received. I also purchased two other pairs of shoes on the same order, and the colors of those were the same as what was shown on their product pages.I do not think that it is fair to offload the cost of a return to the consumer when the seller did not provide an accurate description of the product.

  Business response

  12/27/2022

  Apologized for the less than stellar customer experience and advised will provide a $50 coupon for the poor interaction with customer care and discount on the incorrect color on the shoes.  

  Customer response

  12/28/2022

  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

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/8/22 purchased a pair of shoes. Left shoe was higher than the right shoe. left shoe toe drops more than the right shoe. impossible to wear them. should not be selling these shoes to begin with. returning cost is half the cost of shoes. need a return label and full refund. order# *********-1. send the txt to customer service but no response.

  Business response

  12/16/2022

  Refunded order and submitted request return label. *** will email return label shortly. 

• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The website was having a “Flash Sale” stating 50% off on 3 or more pairs of shoes … I made sure each pair included this promo under the shoes and before the size options. I added 7 pairs of shoes to the bag 3 of which were slides and I added 2 sizes same color and another color. They were $9.99 with the promotion under… the very same way it was under the 4 pairs of sneakers ((the 50% was taken off the sneakers red sale price as stated by terms of the sale)) I quickly checked out then realized I was charged approximately $15.00 too much .. I texted their customer service, on the back and forth went for days with this person telling me I am wrong .. even with the screenshots of each shoe to prove and compare.. I said that this is wrong and I would like my money returned or labels for free shipping back … I was repeatedly told that they wouldn’t pay shipping nor refund the overcharge. Even with CLEAR PROOF from their own website… the person was deliberately answering in a way that they knew would frustrate a person that was basically told there is nothing I could do about a company falsely advertising & taking my money. For me to pay to ship these back would be ridiculous. I was not asking for anything but the refund for the overcharge .. this is unacceptable to take advantage of people knowing that paying for return shipping on their mistake would cost more money then the overcharge…. This is not about $15 … this is how I am put in a position that money was taken from me and there is nothing I can do …. Even though I have the proof that I am not mistaken! How can this be ok?

  Business response

  12/15/2022

  Refund $15 due to promo not calculated at check out and provided a $30 coupon for future purchase at ************************. Left voice mail with direct number should additional assistance be needed and apologized for the less than stellar experience with our customer care team. 
  
  

*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. ↩