New Balance Newbury

Marc made shoe shopping so much fun! I got old-school customer service from this fine young gentleman. He was so helpful and patient with me as I shopped for four different people. He also was complementary to me on the shoes I picked and I left feeling so happy about the entire experience. I told the manager how lucky he was to have Marc and clearly it starts at the top. I got the same exact feeling from the store manager. What a happy great staff who were all engaged with the customers instead of staring at their cell phone phones and rushing the experience! I will absolutely be back to shop for my family of eight.

I had a really strange and bad experience here today at about 2pm that led me to ask if I had done something wrong and to go to another store to buy from instead. When I came in, I asked a woman working if I could try on and she was so disinterested and rude I was genuinely confused. She brought out the wrong sneakers, then was visibly annoyed that I wanted to try different styles. I made eye contact with another staff member who was literally trying not to laugh when she was speaking with me, clearly aware that she was being directly rude. I sat waiting for her for 15 minutes while other staff very kindly helped other customers. I know customer service people can have bad days and be tired — I worked retail on Newbury st too and I’m about her age. But I don’t understand why she didn’t ask another employee to work with me if she needed a moment (it seemed that once you were working with one employee they were knew of assigned to you). I was so confused and frustrated that I asked if I had done something wrong (I knew I hadn’t but I wanted to name that this was not ok) and why the vibes were so strange, she said no and walked away. I left and went to have a much better experience at Dick’s sporting goods down the street (and bought from them!). I came in knowing I was going to buy something and left wondering why I was treated so badly. I will say I watched other staff be very kind and helpful to customers and those customers seemed to have a really positive experience! But this one person made me feel so terrible for literally no reason besides wanting to try on and buy shoes.

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

Went in for an exchange and the “ manager” had no clue what to do. His incompetence self decided to return the shoes and tried to make me rebuy the same shoe. Lack of experience and common sense. To be honest Jasmin( hope I spelled it right ) deserves the title and promotion because she’s actually good at her job.

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.

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.

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

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 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.