ComplaintsforJoe's New Balance Outlet

• Initial Complaint

  10/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company is spamming my email account. I’m getting at least 15 emails a day from “various companies” all with the email address “@joesnewbalanceoutlet.com”. I have “unsubscribed” multiple times. This is bordering harassment.

  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. 
  
  
  

• Initial Complaint

  09/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pair of tennis shoes from Joe's New Balance outlet on 9/14/22. I received a shipping conformation email on 9/15/22. However that day, the link to track the shoes was unavailable. Everyday I have rechecked and it says page not found. Today I created an account to see if that would help, after creating account it says my account is unavailable. Everything about it seems fishy, and after reading reviews I am concerned I was scammed. Any help would be great, I just want the shoes that I spent 60$ on. I'm a college student that can't afford to lose even 60$. My order number is #*********.

  Business response

  09/21/2022

  Contacted customer, reached oi voice mail, apologized she was unable to access Joes New Balance Outlet website It is currently down. We are working diligently to get the the get the web site functioning. Provided tracking number of her order and advise *** delivered her shoes on 9/21/2022 and left at the front door. Provided direct contact number should she require additional assistance. 

• Initial Complaint

  09/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The shoes I received were a whole side too small and miss sized. I ordered a 10 1/2 and they sent me a 9 1/2. I then was told to ship them back. I had to pay $20 to ship them back because that is their policy. I then sent the shoes back with my tracking number in hand. They received the shoes over two weeks ago and have yet to process my return. I want my refund and my $20 for the shipping. Terrible company.

  Business response

  09/15/2022

  Contacted customer apologized for the less than stellar customer experience he encountered when communicating with our call center staff. Advised we would use his feedback to provide coaching to our call center staff to improve the customer experience in the future. Provided customer with a $55 coupon or the less than stellar customer experience and provided my direct number should he need additional assistance. Customer thanked me for the follow up contact and appreciated the offer of the coupon.
  
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  **** New Balance Outlet sold me shoes mis marked as size 10 but are actually size 9 and will not provide a return. The shoes they sent me are 11 inches long and all other shoes size 10 purchased from them are *****************************************************************************************************************

  Business response

  08/23/2022

  Contacted customer. Apologized for the less than stellar customer experience and miscommunication with our customer care team. This feedback will be used to improve customer experience in the future. Generated a return label 1Z46R28Y9095756822 for the return of shoes which are the incorrect size. Provided direct contact information should customer need additional assistance. Once the return is in the *** system refund will be submitted. Customer satisfied with resolution. 

  Customer response

  08/23/2022

  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

  07/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order #******** on 7/1/22. On 7/4/22 I received an email saying a Ups label was created with a tracking number. I checked with UPS they didn't actually receive the package yet & told me to call Joe's New Balance. I spoke with customer care today. They have no idea what the status of my order is. Would not even check by order #. I was not allowed to cancel this order. I was originally told I would receive the order 7/10 due to 4th holiday. I was told it will take 3 weeks to track my order. I tried to either cancel or reorder but I was told no. So they have $129+ dollars yet I have no idea if or when I will receive my shoes.

  Business response

  07/14/2022

  Contacted customer apologized for the delay. Advised order shows to be our for delivery 7/14/2022 by 7pm

   

  Follow up call to customer, reached her voicemail, advised tracking shows package delivered at 12:48pm. request return call to verify package has been received. 

   

• Initial Complaint

  07/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 3 pairs of shoes from Joe's New Balance online store on April 20th, 2022 for $188.59 (Order Number: ********). I received a notification that my packages were delivered from the carrier. I work from home and no one ever knocked on my door or rang my doorbell to notify me that there was a package delivery. When I viewed my Ring Cameras and Doorbells I did not see any package or anyone delivering my order. I allowed a few days to pass because I know that carriers (specifically UPS and FedEx) mark packages as delivered in order to meet delivery quotas and schedules. However, my shoes never arrived. At this point, I contacted Joes New Balance to file a claim for my items. Attempting to reach the customer service desk for Joes New Balance was one of the most unbearable and annoying things I have ever had to deal with. I made about 15 attempts to reach someone, waiting anywhere from 45 minutes to two hours, and every time my call would drop before I reached anyone. I eventually reach through to someone after over a month of trying and I was able to file a claim. They open an investigation that they claimed would end up taking approximately 8 days. I email them back a few times for updates and each time they tell me "There is no information at this time. The investigation is still open. If you are not happy with the decision, we do encourage you to contact UPS for update." 20 days later they tell me that UPS has closed the investigation because I have acknowledged the receipt of shipment. I find that very odd because UPS never attempted to contact me and this leads me to believe that they closed out the investigation so that they don't have to pay out a claim. I spent almost $200 on shoes that I never received for my younger cousin who is going off to college on an athletics scholarship. I truly feel robbed by this company and I would like any help to attempt to recoup my money before I file a chargeback with my bank.

  Business response

  07/12/2022

  Researched order and processed a refund. 

  Attempted to contact customer, reached voicemail. Left message to return call. 

  Sent email with a $50 coupon for Joe's New Balance Outlet for the less than stellar customer experience.  Direct contact information provided if the customer would like to discuss this matter further. 

   

   

   

   

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of Tennis shoes from Joe's New Balance and they were paid by credit card. They sent the wrong color. Never took them out of the box. I had to pay to send them back UPS and they have never given me my money back.

  Business response

  05/16/2022

  Customer return received. Refund was processed on 5/13/2022.
  Transaction Type: 
  Refund
  Transaction Amount: 
  $53.57
  Transaction ID: 
  **********************
  Transaction Date: 
  5/13/2022 9:17 PM
  
  Customer was emailed update of refund on 5/13.2022.

  Customer response

  05/16/2022

  Complaint: ********
  
  I am rejecting this response because:
  Why should I have to pay for returns that were a result of their mistake. UPS charged me almost 14 dollars to return the wrong color shoes their personnel mailed. The shoes were back at their facility in two days. Obviously, their working off their customers refund money. 

  Below average for a company.
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  05/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a pair of shoes the womens 460V2 they show in stock. I receive an email 7 days later telling me they are out of stock and have refunded my money. Yet they are still one the website as available. Now I have to wait 2 to 5 business days to get my money back. I go to look on site they are still showing available to me if you are out of stock why is it 7 days later and they are still showing available. Very poor website!! Received the other shoes I ordered and now I have to spend my money to ship then back when they dont fit. Just very bad buisness.

  Business response

  05/06/2022

  Contacted ******* Turley apologized for the service disconnect.
  Provided customer with recommendation for the 623 V3 style tennis shoe. 
  *************************** purchased the 623 V3. 
  Provided a $20.00 discount on the new purchase. 
  Provided a return *** tracking label. 1Z46R28Y9092693315
  Once the return is on the way back to our warehouse the refund will be processed. 

  Customer response

  05/06/2022

  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

  04/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After my package kept saying “delayed” I got a package for someone who lives in a different state (wrong shoes, wrong size). Still working it out with customer service, they take days to respond and said they sent me a shipping return label which they didn’t, I have yet to get a refund. I just want my money back.

  Business response

  04/11/2022

  Contacted the customer. Apologized for the shipping error. Provided return label. Issued refund. 

• Initial Complaint

  01/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've purchased the below reference item from the website on December 30th when they were running a daily flash sale. Few days later: company cancelled my order, stated they will refund my credit card, and claimed the item was out of stock. Meanwhile I can see the item is fully in stock on the website at the regular price of $59.99. I contacted customer service about my order and they still claim item is 'out of stock', will not fullfil order when the website still have full stock of this exact model as of Jan 20th 2022. ORDER # ******** ORDER DATE: Thursday, December 30, 2021 Men's 237 Style #: ******** Size: 10.5-D $35.99

  Business response

  01/26/2022

  After receiving this information from this customer we researched the situations and interactions with out team and found we did not handle this inquiry properly. One of our supervisors reached out to the customer on 1/21/22, apologized for the poor experience and offered to honor the original price on a new order. The customer placed their order and we issued a credit to match the original price. We hope this has resolved this customer's concerns and apologize, again, for the poor experience. 

*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. ↩