ComplaintsforJoe's New Balance Outlet

• Initial Complaint

  12/25/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Only received 1/2 my order, have made several complaints, even asked for a credit!! Store will not cancel or give credit ,only will refund my money when I receive the order and pay to have it returned to them. Guaranteed 3 business days for delivery, so its now missed Christmas a d had to find shoes with other company. Only want my money returned to me. Order # ******** order date 12/3/2021

  Business response

  12/27/2021

  We have researched this situation and determined only one of the items on this customer's order were shipped to them. A system error prevented the second item from being able to be shipped. We do not charge customers until their orders ship. We have cancelled the men's 311v2 shoes from the order and the customer has only been charged for the item they received. We have emailed these details to the customer and are sorry for any inconvenience caused by this system error. 

• Initial Complaint

  12/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a pair of tennis shoes for my wife (as Christmas present). I got a black shoes for $38 with free shipping I got the shoes on Thursday December 1st. JoeNewBalanceOutlet send me the wrong color (they sent Green strips). They made a mistake on sending the wrong shoes. Because of their fault I had to called them and get those shoes back. I was served by ****** a customer service representative. According to him, I have to ship it back to them and I will get reimbursed back to my card. However, I asked to get exchange it as they have the shoes still in stock, same for the shoe size. ****** said that is not possible. So I agreed, and I asked if I can get the same pair of shoes reduce to the price I got in the first place as THEY WERE THE ONES that sent me the wrong color of shoes. they said that is not possible. I have asked politely. Now if I purchase the shoes will be over $54. I JUST WANT TO GET THE SHOES at the price I paid in the first place with free shipping. That is all I am asking. Here is the purchase s here is my order number ORDER # ******** this is the case it created for the shoes at JoeNewBalanceOutlet. case# *******

  Business response

  12/09/2021

  We conducted a thorough review of the interactions Mr. ****** had with our team and discovered an internal misunderstanding led to incorrect information being provided regarding how we could assist him. 

  Today, 12/9/21, we contacted Mr. ****** and provided a discount on his new order due to the inconveniences he experienced with receiving the incorrect and incorrect information from our team. We are sincerely sorry and hope Mr. ****** will continue to be a valued customer and provide us with the opportunity to meet his expectations in the future. 

   

  Customer response

  12/10/2021

  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. I will also say that JoeNewBalance company, did an amazing job in solving my case.  ******* was so on point in taking care of my needs and solved the problem in less than 7 minutes.  

  I am proud to say that I will continue doing business with this company, as they demonstrated that they do listen to their customers. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered items from them on July 18th and I sent the product back because they were too small and I never received my refund and they are keep telling stories that they sent out a check 3 times and it never received it was never mailed to the house and I want my money back I sent their products back and I want my refund

  Business response

  11/17/2021

  We reached out to ***** ******** by email on November 15, 2021 to apologize for the issue and find the best solution we had available to us. In our email we confirmed the issue was caused by an internal communication breakdown which created the delay with the refund check.
  

  In our email we confirmed that we received and accepted the dispute filed with the credit card company, which will result in the credit card company processing the refund of $118.69. We responded to additional questions about this process and provided transaction details as well as the due date attached to the chargeback so that ***** ******** may provide this information to the credit card company to inquire about the timing of the refund's completion. 
  

  As a small token of our regrets for this experience we sent two coupons totaling $95 off new orders. We also provided an email that may be replied to directly should there be any additional questions and concerns.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello I made an order for a pair of shoes the order some how put the wrong size after I paid online. I called 15min after making the order to have them cancel the order before it was pulled. I was told they have no way of canceling an order at all weather it was placed 5 min or 30 days. I do not understand why they are unable to cancel my order when it has not even been filled yet or shipped. Now I have to pay the shipping to have it sent back. This is not good customer service.

  Business response

  10/21/2021

  We reached out to ******* ****** by email on October 21, 2021 to offer our apologies for the experience and provide the best solution we had available to us. 

  As we do not have the ability to cancel or change orders once they are processed, we provided a prepaid UPS return label, which may be used to return the unwanted order for a refund. 

  In our email, we explained that the refund will be processed when the return tracking shows the package is on it's way back to our warehouse. When the refund is processed, an automated email with the refund details will be sent to the email address on file in the order. 

  We also provided an email that may be replied to directly, should there be any additional questions. 

• Initial Complaint

  09/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased shoes (2 for $60) from Joe's New Balance Outlet on 9/15/21 with my debit card - charge was posted as a debit and money was taken out on 9/20/21. I never received an email order confirmation for the order so I called in on 9/20/21 to the number listed on the website to get information on my order and an order and/or tracking number so I know when to expect my items. I was told that they did not have an order in the system when I gave them my name and shipping address. I was told the "ghost order" was showing as "unable to fulfill" on their end meaning although the order shows on my end as charged/complete, that on their end they are unable to fulfill and the order will somehow update itself in their system, process a refund back to my card and I will receive an email confirmation notifying me when that happens. When I asked why my order could not be fulfilled they said "I don't know, it doesn't say why". This business is a scam and I want my refund with email confirm ASAP.

  Business response

  09/24/2021

  We reached out to **** ******* by email on September 24, 2021 to apologize for the experience  and confirm the order and delivery of the items. 
  

  We were able to confirm that the order was placed successfully and delivered, in two separate deliveries on September 21 and 22, 2021. We discovered that our agent did not exhaust all of the search fields to find the order and provide the correct information regarding next steps. We have provided coaching and feedback to prevent this from reoccurring.  
  

  As a small token of our regrets for the experience we emailed **** ******* a coupon that may be used toward a new order and also provided an email that may be replied to directly, should there be any additional questions or concerns. 

  Customer response

  09/24/2021

  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.

  I appreciated the response time as well as the thorough follow up to ensure customer service and satisfaction.

  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/7/2021, I placed an order in the amount of 71.98. I have since returned the items, as they didn't fit properly. The returned items were delivered on 09/01/2021, and I have yet to revive my full refund for the return items. I already had to pay shipping fees just to return the items. I haven't received any notifications about the status of my return from this company at all. This is horrible customer service. I would like my full refund of $71.98, plus the $22 shipping fees I had to pay to return the items, as I had to pay extra to get the shoes returned on time.

  Business response

  09/20/2021

  We reached out to ****** ****** by email on September 17, 2021 to apologize for the experience and resolve this matter with the best options we have available to us. 

  In our email we confirmed the return and full refund of $71.98 was processed on September 16, 2021, which was just beyond our stated return time frame of refunds being processed within 14 days of the return's receipt. 

  We also explained that due to an open dispute which had been filed with PayPal, the refund we processed on September 16th failed. We were able to work with PayPal to get the refund processed on September 17, 2021 and PayPal confirmed the refund was successful and the dispute claim was closed.
  

  Regarding the request for reimbursement for return shipping fees. As stated on our website, as an outlet store dedicated to keeping prices as low as possible, we are unable to provide free return shipping. The payment processing system also does not permit processing a refund greater than the original purchase price and therefore we are unable to refund the return shipping charges that were paid to return the order. 
  

  As a small token of our regrets for the experience, we sent a coupon for $40 off a new order. We also noted that if the order did not work out, to ensure ****** ****** not incur any additional out of pocket return costs, we would send a prepaid return label on the new order placed with the coupon sent. We also provided an email that may be replied to directly should there be any additional questions or concerns. 

  Customer response

  09/20/2021

  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

  08/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In July of 2021, I placed an order for $55.24 for a pair of women's running shoes. I received a men's pair of running shoes. I tried to contact customer service via telephone but was told wait times were over 30 min. I texted the phone number listed since there is no customer service email listed. 4 days later I received a response with a return shipping label. I have receipt that they received my return a week ago but have not issued a refund. UPS Tracking No.: *****************

  Business response

  08/24/2021

  We processed a full refund on August 20, 2021 and sent an automated email with the refund details.

  We also reached out by email on August 24. 2021 to express our apologies for the shipping error and delayed refund. As a small token of our regrets for the experience, we sent a coupon which may be used toward a discount on a future order.

  We also provided an email that may be replied to directly should there be any other questions or concerns. 

   

• Initial Complaint

  08/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Vendor refused to cancel sale prior to shipment. As a result, I incurred $23 in shipping charges to return merchandise which was the incorrect size.

  Business response

  08/13/2021

  We reached out to ****** ******** by email on August 10, 2021 to offer our apologies for the experience and to offer the best solution available to us. 
  

  In our email we asked for the return tracking number, if available, so that we may process a refund for the order. as soon as possible. We also explained that we are unable to process a refund in excess of the original order total. The maximum refund amount that we can process will be $106.99, the full order total. 

  While we cannot reimburse return shipping fees, as a small token of our regrets for the experience, we included a coupon for $50 off a new order. We also provided an email that may be replied to directly should there be any additional questions or concerns. 

*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. ↩