New Balance
Unclaimed Business
|1.4|10 Reviews (last 12 months)|This business does not respond to reviews
New Balance
Unclaimed Business
|1.4
10 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, New Balance is facing significant customer experience challenges across both retail and online channels in South Africa. Customers consistently mention frustration with returns and warranty claims, citing rigid policies and unhelpful in-store staff at branches such as Sandton, Atterbury, and Kuilsrivier. A recurring theme is poor handling of online order cancellations, delayed refunds, and broken promises from support consultants. Concerns about product durability and manufacturing defects also surface frequently. While an isolated voice expresses delight with the service received, the overwhelming tone reflects disappointment and a sense of being dismissed.
Performance(last 12 months):
Trustindex Rating
2.3TrustIndex
2.3
Review Distribution
1.4|10 Reviews
Jul '25 - Jun '26
Recent reviews (10)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Anonymous
1 reviews | Active since Jan 2020
11 Jan 2026, 13:04
Very disappointing experience at New Balance Sandton
I had a very disappointing experience at the New Balance Sandton store. I went in to return a pair of sneakers I purchased about three weeks ago, expecting a straightforward process. Instead, I was met with rude and unhelpful staff who showed little interest in assisting me. After some back and forth, I was told they didn’t have my size in any other sneaker. No real effort was made to suggest alternatives, check other branches, or offer a reasonable solution. In the end, I was unable to get a refund or exchange, which left me feeling dismissed as a customer. For a brand that prides itself on quality and customer experience, this was extremely disappointing. I expected far better service and professionalism.
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Anonymous
1 reviews | Active since Jan 2020
11 Jan 2026, 13:04
Very disappointing experience at New Balance Sandton
I had a very disappointing experience at the New Balance Sandton store. I went in to return a pair of sneakers I purchased about three weeks ago, expecting a straightforward process. Instead, I was met with rude and unhelpful staff who showed little interest in assisting me. After some back and forth, I was told they didn’t have my size in any other sneaker. No real effort was made to suggest alternatives, check other branches, or offer a reasonable solution. In the end, I was unable to get a refund or exchange, which left me feeling dismissed as a customer. For a brand that prides itself on quality and customer experience, this was extremely disappointing. I expected far better service and professionalism.
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Anonymous
1 reviews | Active since Jan 2020
15 Dec 2025, 08:20
Disappointing Service and Communication
I am extremely disappointed with my recent experience with New Balance customer support. I was assisted by a consultant named James, who explicitly promised that another pair of the same shoes would be set aside for me while I returned my current defective pair. Despite this assurance, I am now being told that I must pay an additional R2,379 upfront while the return is still being processed. This is not what was discussed or agreed to. A reasonable and sensible solution would be to reserve the pair of shoes I want and allow me to purchase them once the return has been finalized. Expecting a customer to pay twice for the same product due to internal processes is unacceptable. In addition, my request for a discount voucher was completely ignored. I do not understand why a voucher would be offered if there is no intention of honoring it. Overall, the support I have received has been frustrating and disappointing. I have asked for a line manager to contact me in the hope of resolving this matter and salvaging the sale, but I am still waiting. I hope New Balance will take this complaint seriously and address both the broken promise and the poor communication.
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Anonymous
1 reviews | Active since Jan 2020
15 Dec 2025, 08:20
Disappointing Service and Communication
I am extremely disappointed with my recent experience with New Balance customer support. I was assisted by a consultant named James, who explicitly promised that another pair of the same shoes would be set aside for me while I returned my current defective pair. Despite this assurance, I am now being told that I must pay an additional R2,379 upfront while the return is still being processed. This is not what was discussed or agreed to. A reasonable and sensible solution would be to reserve the pair of shoes I want and allow me to purchase them once the return has been finalized. Expecting a customer to pay twice for the same product due to internal processes is unacceptable. In addition, my request for a discount voucher was completely ignored. I do not understand why a voucher would be offered if there is no intention of honoring it. Overall, the support I have received has been frustrating and disappointing. I have asked for a line manager to contact me in the hope of resolving this matter and salvaging the sale, but I am still waiting. I hope New Balance will take this complaint seriously and address both the broken promise and the poor communication.
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Anonymous
1 reviews | Active since Jan 2020
4 Dec 2025, 08:11
New Balance South Africa doesn't give a sh$t!
I ordered a pair of sneakers with New Balance online. I get an email from their customer care stating; "We are very sorry to inform you that your order NBZA****** has been cancelled due to an issue on our end. Please rest assured that the cost of the cancelled item will be refunded to your account within 3-10 business days, depending on your payment method. What a poor response but very quick to take my money. As a loyal customer i now lose out on the Black Friday special, i have to wait 3 to 10 business days for a refund and they can't come up with a better solution for a customer. I will never buy a New Balance product again with this type of customer service. I am penalized due to their own internal error and incompetence and it seems they just don't give a f&#k!
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Anonymous
1 reviews | Active since Jan 2020
4 Dec 2025, 08:11
New Balance South Africa doesn't give a sh$t!
I ordered a pair of sneakers with New Balance online. I get an email from their customer care stating; "We are very sorry to inform you that your order NBZA****** has been cancelled due to an issue on our end. Please rest assured that the cost of the cancelled item will be refunded to your account within 3-10 business days, depending on your payment method. What a poor response but very quick to take my money. As a loyal customer i now lose out on the Black Friday special, i have to wait 3 to 10 business days for a refund and they can't come up with a better solution for a customer. I will never buy a New Balance product again with this type of customer service. I am penalized due to their own internal error and incompetence and it seems they just don't give a f&#k!
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Anonymous
1 reviews | Active since Jan 2020
17 Nov 2025, 13:31
Horrible experience 😢 never gonna send anyone to buy by that store
Atterbury shop new balance. No one is certified to assist athletes, they only looking to make sales. They have no idea of what they should assist with . Same as Thier manager.
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Anonymous
1 reviews | Active since Jan 2020
17 Nov 2025, 13:31
Horrible experience 😢 never gonna send anyone to buy by that store
Atterbury shop new balance. No one is certified to assist athletes, they only looking to make sales. They have no idea of what they should assist with . Same as Thier manager.
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Anonymous
1 reviews | Active since Jan 2020
12 Nov 2025, 08:26
unprofessional
What an horrible experience with purchasing online, I will defs not recommend anyone to purchase online as they tell you issues will be resolved within 5 working days and then if you do not call you would not even know that they are refunding you,
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Anonymous
1 reviews | Active since Jan 2020
12 Nov 2025, 08:26
unprofessional
What an horrible experience with purchasing online, I will defs not recommend anyone to purchase online as they tell you issues will be resolved within 5 working days and then if you do not call you would not even know that they are refunding you,
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Anonymous
1 reviews | Active since Jan 2020
31 Oct 2025, 07:34
useless company
Placed and order on the 29th October, have still not received an order confirmation, I have called customer care and those people are so useless, I want my money back, I will never support new balance again
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Anonymous
1 reviews | Active since Jan 2020
11 Oct 2025, 11:38
New balance shoes with “unbalanced” customer service.
In November 2024 I bought two pairs of New Balance shoes at Atterbury Value Mart in Pretoria. I did not wear them immediately. I started to wear one pair in August 2025. The other pair has not been used at all. One month after I started to wear the shoes it came apart on the side. After a detailed inspection it became clear that the top part of the shoe was not properly attached to the sole because too little material was used on the side for sufficient bonding. In short, a manufacturing problem. I took the shoes back to the store in Atterbury Value Mart. After three days they informed me that they are not going to replace the shoes because the period for returning has expired (which is six months). Nothing was said about the bad workmanship. They did not even take the shoes to verify the manufacturing side of the problem. I am experiencing a second dilemma. What about the pair that I have not yet used. I suppose it will follow the same route. That motivated me to write this review. Customers should we warned. Wear your New Balance shoes immediately and expose them to harsh conditions within six months to detect bad workmanship. Alternatively, look out for another brand which offers better quality. New Balance hide behind their return policy instead of focusing on problems related to the manufacturing of their shoes. I was not surprised to read similar complaints on Hellopeter (e.g. Francois 2 July 2025), but what surprises me, is the lack of response on the side of New Balance to address the issues the clients are complaining about. They couldn’t be bothered.
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Anonymous
1 reviews | Active since Jan 2020
11 Oct 2025, 11:38
New balance shoes with “unbalanced” customer service.
In November 2024 I bought two pairs of New Balance shoes at Atterbury Value Mart in Pretoria. I did not wear them immediately. I started to wear one pair in August 2025. The other pair has not been used at all. One month after I started to wear the shoes it came apart on the side. After a detailed inspection it became clear that the top part of the shoe was not properly attached to the sole because too little material was used on the side for sufficient bonding. In short, a manufacturing problem. I took the shoes back to the store in Atterbury Value Mart. After three days they informed me that they are not going to replace the shoes because the period for returning has expired (which is six months). Nothing was said about the bad workmanship. They did not even take the shoes to verify the manufacturing side of the problem. I am experiencing a second dilemma. What about the pair that I have not yet used. I suppose it will follow the same route. That motivated me to write this review. Customers should we warned. Wear your New Balance shoes immediately and expose them to harsh conditions within six months to detect bad workmanship. Alternatively, look out for another brand which offers better quality. New Balance hide behind their return policy instead of focusing on problems related to the manufacturing of their shoes. I was not surprised to read similar complaints on Hellopeter (e.g. Francois 2 July 2025), but what surprises me, is the lack of response on the side of New Balance to address the issues the clients are complaining about. They couldn’t be bothered.
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