Customer ReviewsforJoe's New Balance Outlet

SCAM ALERT JoesNewBalanceOutlet.com sends a bogus shipping notification, but then will immediately retrieve the shipment and have it turned back around to them. By the time you realize your order is never going to arrive, youre in for a struggle getting your money back.They DID NOT respond to multiple requests for contact.Buyer beware!

On 2/24, the customer's Paypal payment for order ********* was declined. Since the payment failed, no funds were captured and the customer is not due a refund. On 2/26, the package was re-routed back to the warehouse.

They send me kids shoe whereas I ordered boys shoe. Huge difference. Probably not for them. I called them. They said I will receive an email, reply to that email. They ask for shoe pictures. Which I emailed them then they ask for more picture I did so. They response is very slow. Usually after 48 hours they reply. After getting all the pictures they replied, "Upon reviewing the photos sent and order details for the items, the item(s) you have received is the correct item/color ordered corresponding to the order J00071544. We apologize for any inconvenience caused. "I don't understand their reply. What I am suppose to do? Send the shoes back or what? Will they send me shoes I ordered? This company has don't want to do anything type of attitude. Customers should take care of them instead of them taking care of the customer kind of mindset. I know for sure that I and others should keep away from this company.

We apologize there was an issue with your order. The customer was provided with an email on 12/23/2023 with detailed instructions on how to return shoes within 45 days to receive a refund. If additional assistance is required please contact customer care and speak with a supervisor.

I had previously bought shoes from them with no problem, but for the most recent pair they sent me was clearly defective and damaged. Now I am going to send the shoes back and they are going to resell the defective shoes again.

We are truly sorry to see our customer was not satisfied with the condition of the product they received. Product quality is important and we strive to ensure our products are delivered in like-new condition. We have worked to make this right for this customer by providing a pre-paid return label. A full refund will be issued within 14 days of receipt. Should any issue be detected with the product, it will not be returned to inventory to be sold to another customer.

Do not be fooled by the discounted price. I bought my husband a pair of New balance shoes. I wear 8 1/2 and he wears 11 1/2 man's. The shoes fit me, I went to return the the shoes and it cost $20 to return me. I payed **** In shipping and handling to get them..... Don't bother with customer service they'll just hang up on you!!!! This place should be closed!! After Reading reviews about this place (which I should have done in the first place) They have multiple plates about the wrong Shoe size and having to pay a double to send them back. sounds like a scam. We reordered on Amazon and the shoes fit.

We are sorry to read this customer's shoes were not the perfect fit! Different styles of shoes may fit differently as they are manufactured on different molds. As an outlet site, we strive to keep our prices low and do not provide free return shipping. Our return policy can be viewed by clicking the Returns link in the footer of our website *********************************************************. If a customer needs to exchange for a different size, we will always honor free shipping on their new order and match and promotion received on the initial order. Our call center recently experienced a significant outage and we are truly sorry if this made it difficult for this customer to get in touch with our team for information or assistance. We apologize for any frustration this may have caused.

I placed order at 3am for a pair of shoes on final sales and immediately realize it is the wrong size. Want to cancel the order but there is no way but to contact customer service, which open in the morning. Chat via live chat first thing once they open.I apologize for the inconvenience, but the order cannot be cancelled; as it is stated on the website that cancellations must be done within 1 hour of the order being placed.Also told me I cant return it since it is final sale.The lack of empathy in the tone is appalling.Unbelievable in this age. Dont order anything after before the customer service closes. You left with no way to cancel your order.

We apologize for the less than stellar customer experience with our customer care team. We will use this experience as a coaching opportunity. We understand how frustrating it is when you are unable to make adjustments to orders just placed. We are continuously seeking ways to improve the customer experience. We have heard your recommendation. Your order will be returned to shipper and your refund has been submitted for processing to the original form of payment. This may take 24 to 48 hours to process on your financial institution's side. We hope correcting this situation quickly lets you know we value your business and hope you will continue to shop with Joe's New Balance outlet.

Recently purchased a pair of shoes and when I received them they were the wrong size. I called customer service for a shipping label in order to exchange and was told to respond to the email that would be sent to me. After following all the directions in the email which included taking several pictures of the shoes and packaging, nobody will respond to my inquiry.

We apologize you have had a less than stellar customer experience. A free return label was emailed to you to ensure returning shipping would be at no cost to you. Joe's New Balance Outlet does not currently offer an exchange program. Once the product has been return we will process a refund. A new order would need to be placed.

This company literally doesn't have an order cancelation policy. I placed an order for shoes for 1-day air delivery, hoping to receive them as soon as possible because my previous pair of running shoes has fallen apart. I get the email confirmation stating that it will take 4 days for them to even process the order before they would even send it via 1-day shipping. I go to cancel the order same day and they say that they are unable to cancel the order because it is already "pending" even though it is going to take them 4 days to process it. I don't understand how you can't cancel a pending order if they have not yet shipped it. They refuse to cancel the order or give me my money back, including the money for "1-day air" shipping.

We apologize for any miscommunication in processing time. Orders can take up to 4 business days to process and ship. I do see you placed an order on joesnewbalance.com on 06/16/2023 with next day air. Order delivered on 06/19/2023. Please reach out to us if this information is inaccurate. We are here to assist you. We thank you for being a New Balance brand supporter.

They sent me the wrong pair of shoes (wrong model, size, ************* I called and waited 15 minutes on hold. I then spoke to a rep and I requested a prepaid return label. The rep said they'd send me an email with instructions. They didn't. So I called again the following day. This time they sent me an email right away which was requesting pictures. I sent an email back with pictures within a minute. Crickets, no response. Days later, I'm still waiting for an email with a pre-paid return label. I believe they think I'm going to ship the return at my expense. Their website only provides information about return shipping at the customer's expense. Paying for return shipping may make sense if I had ordered improperly. But I didn't. They had messed up the packing and shipping at their end. So Joe's New Balance Outlet should be paying for the return shipping cost. I'm still waiting for a prepaid return label. I'll be calling again tomorrow to follow up because they don't. ***'s New Balance needs to have a special/priority/faster procedure in place when they messed up an order. If and when the shoes ever make it back to the warehouse, according to their website, it can then take up to an additional 21 days to process a refund. Assuming return shipping takes a week, it can take an entire month to see a refund. That's an excessive amount of time to rectify their packing and shipping error.

We apologize for the less than stellar customer experience with our customer care team. We will use this feedback as a coaching opportunity. Our refund policy states it can take up to 21 days to process a refund in most cases it is much sooner. Once your return is processed your refund will be processed. We look forward to meeting your footwear needs in the future.

A couple days later, I finally did get a prepaid return label emailed to me after calling a third time and waiting on hold for 30 minutes. The rep was nice and apologetic. I get the sense that the customer service phone staff is short staffed and overwhelmed. Hence the long on hold times. Joe's New Balance has good prices and based on owning many previous pairs of New Balance shoes, they appear to be 100% authentic. If one orders from there and the shoes come as expected, you'll likely be happy. But if you ever have to call customer service, expect nice people but long delays, and overwhelmed staff. UPS says my returned shoes should arrive at Joe's New Balance receiving dock on Monday. We'll see if my card is refunded quickly or 21 days from Monday(June 26th).

It is now June 11th. *** proof of delivery confirmation shows the shoes were received at their dock on the 5th. ***'s New Balance responded saying "in most cases, returns are possessed much sooner" than their 21 day refund policy. Its been a week. I think sitting on a return for 7 days is excessive and by no means "much quicker". ***'s New Balance drags their feet when it comes to refunds but will bill your card within seconds when you place an order

It is now June 11th. *** proof of delivery confirmation shows the shoes were received at their dock on the 5th. ***'s New Balance responded saying "in most cases, returns are possessed much sooner" than their 21 day refund policy. Its been a week. I think sitting on a return for 7 days is excessive and by no means "much quicker". ***'s New Balance drags their feet when it comes to refunds but will bill your card within seconds when you place an order

It is now June 17th, the wrong shoes they sent me were sent back and received at their dock on the 5th. In their BBB response, the company rep said refunds are often processed much quicker than the maximum 21 day policy. Hence the reps ********* is false. Also, there had been no communication from them since they received the returned shoes.

It is now June 17th, the wrong shoes they sent me were sent back and received at their dock on the 5th. In their BBB response, the company rep said refunds are often processed much quicker than the maximum 21 day policy. Hence the reps ********* is false. Also, there had been no communication from them since they received the returned shoes.

Called customer service on June 19th. Waited on hold and talked to a rep who put me on hold a couple times. Rep asked me for the return shipping tracking number for the label that they provided. Their computer system should've had that on file. Provided the number and reminded them that *** tracking shows they received the shoes two weeks ago on the 5th. Was put on hold again. Finally she confirmed "yes the return was received on the 5th". She then gave me another case number even though there was already a case number for them sending me the wrong shoes in the first place. I guess another rep has to review that I'm entitled to a refund after ***'s New Balance sends out the wrong shoes then sits on the return shoes for weeks without contacting me in any way. If I hadn't called, I get the impression my refund wouldn't get processed. Rep also said that another rep will contact me in 3 to 5 business days (we'll see, I'm highly skeptical that will happen since no one from ***'s New Balance has ever followed up). If it goes to 5 business days then the time frame would exceed the 21 day refund policy. I've been very patient and courteous with the reps. It's getting to the point where I may have to call **** card to reverse the charge with them. It certainly would be easier. I should have done that as soon as *** provided proof they received the shipment.

In their last email, ***'s New Balance said they'd get back to me in 2 to 5 business days. It's now 6 days and counting. Recap: They send the wrong shoes, I send them back, they acknowledge they've received them, they promise to get me refund in a timely manner. They don't. Still no refund!

I read the previous reviews which kept me from ordering at first. I decided to chance it, the prices were too hard to pass up! And so happy I did! I had to make contact with them prior to my order because I had some questions. It was new balance employees, they were very helpful and I felt more at ease after talking to them. I ordered 4 pairs of shoes last Sunday and received them on the following Thursday! Yesfour days later! Great service! All the shoes were in original boxes and the right sizes. Very happy with my order and would recommend them to anyone!

Thank you for taking the time to post your positive experience with Joe's New Balance Outlet. We look forward to meeting your footwear needs in the future.