Is newbalance.co.uk Legit?

Ordered a pair of trainers, found them painful and big. Turns out they sent the wrong size months later when I was listing them to sell.I contacted Customer Service who offered a replacement and to return them. Weeks later they reneged and I had to pay them to return them to me!

Awful customer service. Not interested in helping when I returned an item and they said gift vouchers can't be used more than once even when I wanted to exchange so they have effectively stolen £30 from me.

I ordered a pair of trainers in May 2024. They were unfortunately a size too small so I returned them with the intention of re-purchasing in a larger size (exchange wasn’t an option). It’s now October 2024 and I still haven’t had my refund despite numerous emails to NB and replies assuring me (in July) that it will be dealt with. 5 months waiting for a refund is absolutely unacceptable, won’t be shopping with NB again! Avoid!!!

Purchased shoes off their website and UPS managed to completely mess up the delivery and returned them to NB. Contacted customer service which was a complete waste of time although I did get a refund. In reading some of these reviews I got off lightly. I will purchase shoes from a more reputable manufacturer.

Bought some active wear direct from NB that I unfortunately had to return (combination of weird sizing & awful quality). The process is that you must use NB's pre-paid UPS label, so I did that & dropped it off at a UPS Access Point - it's taken UPS 17 days to collect my parcel which is simply bonkers! I reached out to both UPS & NB indicating I was unhappy with the delay, and it was unreasonable to wait so long for a refund due to error on their courier's part. Had days of meaningless message exchange before NB say: "great news! UPS confirmed your parcel is at an Access Point and pick-up is coordinated". This is neither news to me, or "great"... I have had hundreds of pounds worth of returns just sitting in an Access Point for weeks. NB failed to take accountability for any of this (despite UPS being THEIR chosen courier, and T&Cs indicating refunds are only possible if UPS is used), so eventually contacted my bank and requested a charge back on grounds of NB failing to fulfill their return obligations. Refunded the next day. Avoid at all costs.

They asked for feedback on my purchase which I gave. They then wrote to me saying they were sorry I was unhappy and they’d like to put it right. They then contacted me saying here’s some suggestions for you to buy another pair. I said I thought you were going to swap them, they then said no we didn’t. They started the communication not me, I would have just donated the shoes to charity . Time wasters. back to Nike for me.

Be careful buying this company's shoes. Recently purchased a pair of their GoreTex shoes directly from their website. After 2 weeks of wearing there was noticeable wear on one shoe and excessive wear on an other. Did online chat to report my issue and replied to their subsequent email for photographic images of the shoes to show their overall condition.Today, some 10 days later I have received their reply which states: "our team has come to the decision to decline your inquiry due to the shiwn parts are not a damage".

Exceptionally rude store manager, OG staff member never gave a receipt, yet the amount on my bank statement reads the same along with the name. They have the receipt on their system, which they showed me and matched to my card number, yet refused to assist. Store manager tried to get me to pay an extra £50 for a replacement pair too as the sale had finished. The product itself the 2002r in beige has a manufacturing quality problem with the reflection coating which literally rubs off. Shoes were only 7 days old. Online team also not working to assist, New Balance doesn't stand behind their products or support their customers. This Flagship store is a negative example to the brand and should be investigated.

New Balance 574. Trainers fit well, comfortable, I only use them as a casual shoe, no running only short walks within a couple of months the top split away from the sole. I contacted customer services they refused to look into it as I didn’t have a receipt so cannot prove purchase, regardless who or where they were bought they are now faulty, should they not look into quality complaints. Very Poor.

New Balance customer care. Complete waste of time. I had a material defect and colour fast issue on a new purchase. The burgundy colour was transferring onto the white areas of the shoes and the material was fluffing up. They decide from photos alone that there wasn’t a colour fast issue and I should expect that materials supplied by there suppliers may be substandard from time to time. I would have expected that at the very least they’d want to examine the shoes to check for potential quantity issues.Sounded very much like a standard reply message.

I am so shocked by the trust pilot score of such a large company, how are your management team not picking up on this and resolving clear issues you have in the business? My parcel did not arrive. Talita da S. on live chat was rude, arrogant, and basically accused me on lying. Told me there was nothing they can do (completely illegal under the consumer rights act!). I called up straight away afterwards, and a lady called Joney has offered to help, let's see if this get's resolved, however New Balance, you need to fix your customer service and quick, as you've just lost another customer!

Absolutely awful Bought a pair of running trainers for them only to develop a fault after a week , sent photos etc to nb and they couldn't care less and refused a return of any sort !AVOIDDDDDDDDDDD

Brilliant products, appalling service. I emailed on Monday and they’ve just completely blanked me. Crazy that this is a massive brand, because it’s ran like a dodgy Etsy shop. Shocking experience with UPS lying about the delivery of item too. Never buying direct again.Edit: updated to 3 star because Simon at customer service sent an actually really nice email and apology that meant a lot. It’s a shame thought that people higher up leave people like him to deal with unhappy customers because a company this big can afford to fix the issues and actually monitor their trustpilot

I ordered a pair of Fresh Foam X Hierro v7 in a size 9½ because I am a size 9½. Good deal in the sale £84 + £4.50 delivery, they were far too small so I returned them and ordered a pair in size 10 which fit perfectly, when my refund was issued they have took another £4.50 for the return, so it has cost me £9 to try on a pair of trainers that are not as described due to them being much smaller than an actual size 9½

Bought in Jan-2024 997H model, one shoe tore down just after 2 months. It was a clear factory defect (confirmed by a shoe repair shop which couldn't help). New Balance's support was useless, they asked to send pictures of the shoe to help with advice (replacing the shoe was out of the question straightway), sent multiple pictures - 0 answer. Followed up couple of times - fully ignored my emails. Was very dissapointed, especially given my family probably bought like 10 pairs of various models in the past 2 years.

Bought my wife the 327 trainers, look really well but fell apart very quickly. Very disappointed with customer service who gave no explanation or help and at the price its a joke. Wont be buying new balance again.

Received my Third pair of New Balance vongo v5. The process was excellent from ordering though to early delivery.For me these are by far the best stability running shoes, I've had other branded ones, but have had no issues or injuries since changing over

Extremely poor product, fell apart after being washed once, not even worn. Customer service chat from Ana G was extremely unhelpful and abrupt. Didnt want to know and didn't offer a refund or exchange. Avoid this brand at all cost, you will be wasting your money!

I purchased a pair of New Balance 327 that were on sales for £60 on their website. I had never owned a pair of New Balance trainers before so was worried about the sizing as I have wide feet. But these trainers fit perfectly, true to size and it's like walking on air. So happy with my purchase and also like the fact that the colour ways are unisex. Nike always seems to do colour ways specifically that you can't buy as a man and it's disappointing sometimes.

Material Quality decreased, customer service thinks blisters are my own fault!!!!I have a few pair of 574s in different colours, all size 5, never had any issues until I got this last pair from the official website.Within 10 minutes of wear, both my ankles got cuts in the back, staining the lining of the trainers. When I sent photos and asked about if they changed materials, NB customer service said the shoes are not faulty but it’s caused by me not getting the correct shoe size!!! I have the same model in different colours. All of them are the same size, their materials are now cheap and obviously their customer service are not very bright. NEVER BUY, NOT WORTH IT!!!!!