ComplaintsforJoe's New Balance Outlet

• Initial Complaint

  12/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 11/28/2022, I ordered a new pair of New Balance running shoes from ************************************* The package was not received until 12/07/2022. The package did not include a packing slip. In accordance with the websites return instructions, a packing slip was required. The telephone number for the site goes to a directory for **************. Per instruction I texted the sale site and just got a message that they would get back to me. I returned the package with ***. I am requesting full refund for the shoes and the *** charge to return them.

  Business response

  12/12/2022

  ****************** schedule to be delivered on 12/13/2022. Refund processed.  Email sent to customer. 

  Customer response

  12/13/2022

  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

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a pair of shoes I ordered and they arrived with the N on the shoe peeling off. Reached out to customer service and was told that I could return the shoes for a refund, which is great, except they were on sale when ordered and they will not exchange the shoes for a price match. I will need to reorder and pay a higher price, when it was clearly their error in sending shoes that were defective.

  Business response

  01/03/2023

  Company provided a 30 dollar off coupon for the next purchase on the 12/13/2022, and called the consumer on the 12/07/2022 but did not get a response for the customer. 

• Initial Complaint

  11/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pair of shoes on their website on 11/22/2022. They sent me the shipping confirmation via *** and the tracking number. However, despite the package being shown as delivered, never reached my place. I am trying to call Joe's new balance for 5 times now, but they just keep their phone on an automated tune just to hang up. Very poor customer support and products which never reach you. Total scam!

  Business response

  12/05/2022

  Attempted to contact customer to confirm the order has been received on 11/28/2022 per *** tracking Attached is a screen shot of tracking per *******. Customer filed complaint the day before the delivery. No follow up indicates the order was delivered on 11/28/2022. If this is not the case the customer is requested to return call to resolve this matter. 

• Initial Complaint

  11/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  this company is not the same brand as New Balance, it is a fake company name that infringes the New Balance Brand and Network. They are not the same as New Balance Outlet. All the order placed in the website cant be cancelled after 8 hours, all items returned will have no free shipping. The business owner uses smaller words for return terms and conditions for the return policy and fakes all the customers.

  Business response

  11/29/2022

  Contacted customer, apologized we are unable to make any changes to an order after the first hour. Customer request a free return shipping label. Advised will have shipping label sent to him by the end of the day. Created ******************.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order yesterday 11/16. I know that I selected a size 8. However upon checking my receipt it states they are sending me a size 7b. I tried calling, texting and emailing and all I've been told is that it's too late to change the order. I would just like the size 8 that I need or a refund so I dont get the wrong size that they are sending. I shouldnt have to deal with their returns process just due to an incorrect size

  Business response

  11/18/2022

  Contacted  customer apologized we are unable to make any changes to an order after 1 hour of an order being placed. This is due to the order automation in the warehouse. Advised she could refuse the order or I could send her a return label. Customer advised she will refuse the order. I advised if she needs additional assistance to return the order to contact me directly for assistance. I advised I would close out the complaint. Customer agreed with the resolution. 

  Customer response

  11/18/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I did not agree with this resolution.  
  Sincerely,
  
  ******* *****

  Business response

  11/21/2022

  Customer not satisfied with system limitation which prevents her order from being altered. She will need to refuse the package at delivery or contact me directly, print a return label off **************, or contact me directly to get a return label emailed to her. If the customer would like the shoe in her correct size a new order will need to be placed. These are the only options available to resolve this matter. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have purchased from Joe's New Balance for years and always had good results. However, I placed an order on October 12th for 96.28. It stated the order shipped on the 13th and that it arrived on the 18th. I still have not received the items and it was not delivered to a neighbor, etc by accident. I tried calling and texting the customer support number and cannot reach anyone. It puts you on hold and then drops the call. I have tried multiple times, waiting up to 17 minutes, just to be hung up on. It is the 26th and still no response or resolution. I'd be happy with a refund and I would just place a new order. Not being able to reach a real customer service rep makes me concerned about their validity as a shop.

  Business response

  11/02/2022

  Refunded order *********, email sent to customer. 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 10/13/2022 I ordered a pair of New Balance 520 v7. Order **********. Recieved the shoes and they are so tight you cannot even lace them up. I have another pair of this same exact shoe in a different color that i purchased from Famous Footwear so i know how they fit. Either these shoes are a rejected/made wrong size or they are not Authentic New Balance shoes. Called customer service and they want me to pay for return shipping which will be about half of what i paid for the shoes.

  Business response

  10/19/2022

  Contacted customer apologized for the less than stellar customer experience and sent return label. 

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the merchandise on September 20th of 2022, I paid a total amount of $110.24, I received the merchandise in September 24th of 2022, the merchandise shoe size was small, incorrect, on September 26th I contacted the seller and informed them that I will need to return the merchandise, the seller requested the merchandise to be shipped back to them on my expense for a full refund, I shipped the merchandise thru UPS, I called the seller and provided the UPS tracking number, Seller received the merchandise on September 29th at 12:20 pm, I called back the seller on October 3rd to verify they received the shipment which they did, I requested a refund for the full amount, they claimed they issued me a refund and it will take 3 to 5 business days, I called again the week after on October 10th to get an update, the seller told me that they cannot find any info about a refund, they issued another refund and told me that it will take one or two business days to occur, no refund received to my credit card. *** ******* ***** * ********* $110.24 9/20/22 UPS Tracking #: ****************** **** ** ******** Refund/ Credit issued on Wednesday, October 5th 2022, October 10th, no refund received.

  Business response

  10/13/2022

  Refund processed on 10/12/2022. Customer emailed on 10/12/2022

• Initial Complaint

  10/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a pair of shoes that I need to make an exchange on because they ran small. When I called the customer service and explained that all I wanted was to exchange them for a bigger size I was told that I would have to pay for shipping and to reorder the shoe.At that point I asked to speak to a supervisor and was told that someone will be in contact with me in 5 days. I was instructed on how to return the shoe, so when I’m looking for the same shoe to at least get a replacement started I noticed that this shoe is no longer the same price that I originally paid, it is about $15 more not including shipping. All I want is to exchange the shoe for a larger size.

  Business response

  10/13/2022

  Contact customer apologized for the less than stellar customer experienced. Advised return label will be emailed to her later today and when she re-orders to call be with order number and I will match the price she purchased the original shoes. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am being spammed with 10+ emails each day from this website's domain name. All attempts to unsubscribe are ignored. Please make them stop!

  Business response

  10/11/2022

  We apologize the customer is still getting emails after unsubscribing. Once the unsubscribe request is submitted it can take up to 5 business days to be removed from the mailing list. We have escalated your request to our internal team to ensure your email address has been removed. 

*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. ↩