New Balance Newbury

I recently visited the store to exchange sneakers for my husband, which we had purchased online, and I can’t express enough how incredible our experience was, all thanks to Zeke. From the moment we walked in, he made us feel completely at ease. We’re a big family, and our 3-year-old twins were with us, but Zeke handled everything with such grace, patience, and professionalism. We spent quite a bit of time in the store trying to choose the right sneakers, and Zeke’s knowledge of the products was impressive. He took the time to guide us through various options, helping us find the perfect pairs. By the end of the visit, we left with five pairs of sneakers, and we couldn't be happier with our purchase. Zeke went above and beyond to make what could have been a stressful shopping trip a truly enjoyable experience.

Anekia and Jaz were very helpful. On my first trip to the store Anekia greeted me right away and asked me what I was in for. She gave me a run down of all of the options she thought I may be interested in and even gave me a foot scan to see which shoe might work best for me. I couldn’t decide on a color so I told her I’d be back after I thought it over. I came back and Jaz helped me this time. There was a new color I was interested in and at first she didn’t think they had it in stock in my size. She talked me through my options and offered to order it online for me. She went to the back and was able to find the exact shoes I was looking for and I walked out of the store with the shoes and a very positive experience.

I visited the New Balance on Newbury today with my cousin and my experience was amazing. Mizani, our sales representative, was extremely helpful in getting the right shoes for my cousin. He took care of us with a lot of patience and made us feel right at home through our shopping experience. This was my first time in this store and I definitely would come back given the great customer service we received. 10/10

My first visit - I need to buy sneakers for the gym and walking I was assisted by a woman who was really most disinterested. I asked her about the foot evaluation which she had not offered me. While there she kept saying hello to everyone else who walked in the door. She was not the only employee there to greet them - but clearly she was not interested in me. As we reviewed the results on the IPad she continued to greet everyone else. I felt uncomfortable. Finally we reviewed the recommendations and then moved to the back of the store to look at the shoes. I was trying to BUY something. Finally I realized I just could NOT buy from her. I stopped and told her I was feeling uncomfortable and so I was leaving to go elsewhere. I’m not sure what her issue was. I was not being difficult. I just wanted to find and try on some shoes and buy a pair. But I did wonder whether she preferred to deal with younger customers - not me a 69 year old. I’m often in this Newbury St block but I surely won’t be back again. You are not the only option in the neighborhood. Such a disappointment

The tall Black man with long dreadlocks at this store was absolutely the worst. He told me they had the 992 Grey in stock and held it for me, so I traveled a long way to get to the store. But when I arrived, he brought out a pair of 993s and simply said it was a mistake—without even apologizing. It’s unbelievable that a staff member doesn’t even know the basic models and has such terrible manners. I will never visit this store again, and now I fully understand why their ratings are so low.

We've had great experiences here in Newbury and made several purchases. The sizes were limited during our visits though but I guess it's just the limitations of the physical stores nowadays. A lot of tourists as expected.

KJ was so helpful. My husband and I came into the store for new shoes. He used the scanner to find the right fit and helped us try on a few different sizes and styles. Walked out happy and in new shoes! Thank you KJ!

I have to admit I am one those people who would rather shop online than deal with going into a store. It seems the days of good customer service are long gone. Every time I have go into the New Balance store on Newbury the staff has always been helpful and courteous. Keep up the good work…well done Walker!

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.