New Balance Newbury

Got some shoes online for myself. Went into the store as the shoes I got online did not fit, and staff was accommodating that day, however I did not have the receipt with me so I decided to come back. They had saw my shoes were worn (once) outside just to see if they fit for a day, and did not mention the return policy said they had to be in new condition. When I returned the following week, the first person I saw at the desk was unhelpful and said my shoes could not be returned because of the state they were in. She was extremely unprofessional and I believe she was the manager. She basically said “I cannot resell these” over and over again, was blunt and hostile, and showed no sense of wanting to help/redirect me in any way. I think I will be turned off from the brand in the future because of this interaction. I do not recommend coming here.

The workers don’t know about the shoes. But given it’s more a lifestyle store fine I guess. Not a fun place to shop. My main issue is I was charged a $5 restocking fee for a pair of shoes I ordered online. I was told I had free returns for 45 days and returned it 1 day after I received the shoes. AVOID this location.

Today was the second time that I went to this store for a pickup purchase. The first time I had a successful experience with Javier, it was a quick pick up and I was on my way. However, today I needed lots of help! I’m not exaggerating Jazmine was so attentive, and introduced me to all the New Balance styles, she is so knowledgeable. She was very confident in her suggestions and took her time with me until I felt sure of my purchase. As you know buying gifts for others is not always easy. The staff at this store made it creative, fun, & informative, Jazmine had no problem asking her colleagues for opinions to assist in my decision and I loved that about her. I have to say Jazmine provided one of the very best customer service experiences I’ve ever had.

I won’t buy New Balance again in my entire life. They just lost a loyal customer for nothing for them. Their shoes is not lasting even a year.

I was on Newbury Street on Sunday with my kids and stopped into the New Balance . Shout out to Josh who was extremely helpful with showing how their feet machine shows the best footwear to purchase along with the dynamics of your feet. Very nice, personable and never missed a beat with greeting other customers walking in. Can't say enough about him!

This is such a nice store and I am very appreciative of the customer service I received when I visited a few weeks ago. Thank you so much to Jailyn for the awesome service and I will be back to see you all again soon!

Dylan was so helpful and made my experience truly enjoyable today at the store. Even though the store was extremely busy, he managed everything so efficiently and all of my sneakers came out so fast for me to try them on (and i tried on a lot!). He was very patient and provided thoughtful advice which I followed and found a perfect pair of shoes.

Cameron helped me find shoes that fit my wide feet. Looked all over town, and they were they only ones who carried shoes that fit well.

I came here to try on some shoes, and the assistant was super helpful. She helped me do a foot scan as well. They have a ton of shoes for you to try on there. The second time I came back to return something, the store associate spoke to me in quite a condescending way.

Pros: The location is great and the clerks were nice. They helped me a lot. Also, the prices are the same as any New Balance, which is pretty reasonable. To note: Men and women's shoes are not labeled, so it was confusing as to which were which. The store is small and there's not much selection. Overall score: B-

Got some shoes online for myself. Went into the store as the shoes I got online did not fit, and staff was accommodating that day, however I did not have the receipt with me so I decided to come back. They had saw my shoes were worn (once) outside just to see if they fit for a day, and did not mention the return policy said they had to be in new condition. When I returned the following week, the first person I saw at the desk was unhelpful and said my shoes could not be returned because of the state they were in. She was extremely unprofessional and I believe she was the manager. She basically said "I cannot resell these" over and over again, was blunt and hostile, and showed no sense of wanting to help/redirect me in any way. I think I will be turned off from the brand in the future because of this interaction. I do not recommend coming here.

Been here twice and service on both occasions was horrible. Most employees stand around and talk to each other completely ignoring customers. Management completely missing in action. I asked a question to one employee who appeared to care but never got an answer. The back room display shelves are now bare. Gave up and departed. How does a good brand maintain such a bad store.

Service was awful. Your employee working today was rude and hostile. I walked in and was basically scolded for grabbing the 327. I was treated like a child. He accused me of wanting to try on a display pair (wasn't even my size) I was more interested in seeing the weight of the shoe without the wooden insert inside. Please be less hostile towards your clients.

Very disappointed in the customer service with New Balance. I bought a pair of their gym shoes and after wearing just a minimal amount of times, the soles started to crumble. I sent pictures to corporate and they are offering me $75 towards a new pair to purchase online. Prices are $75 and up plus shipping. This is ridiculous to make a customer pay for a pair of shoes that has already been paid for. I bought those shoes in good faith and did not expect them to crumble after wearing them two or three times. I should not be responsible to pay anything towards another pair. Also if that's what they are offering, I should get a gift card for the $75 to purchase the shoes at my choice of purchase.