Horrible customer service!! I
purchased shoes for my 4 year old son a month ago at the Green Hills location. I was concerned when the salesman brought back shoes that were the exact size that he measured (typically children's shoes are fitted 1 to 1.5 sizes higher). When I pointed that out the salesperson he said that was not the case for New Balance.
When I went to a children's shoe shop a few weeks later I asked them to measure my son's feet and sure enough the NB shoes they recommended were 1 and half sizes larger than the shoes I had just purchased. I immediately returned to the NB store to return the shoes. Chris Holland, the store manager could not have been more rude. He never apologize and never asked who did the fitting. In stead he commented that I should have brought the shoes in sooner. I pointed out that I was relying on the expertise of his salesperson and only happened to ask about the size while visiting the shoe store with my other son and that perhaps he should consider making sure his sales people are properly trained to measure children's shoes before selling $40+ shoes to parents. He finally dismissively gave me a store credit. I returned the store credit and informed him that we would not be shopping there again. His basic attitude was he could not care less.
I called the corporate office and similar to the other posting the customer care could not have been better. They noted the complaint for the store (the franchise gets an annual report so even if it's locally owned it's still good to let the them know...maybe they will put the store in the hands of better management/ownership).
Love my shoes/service. I have been a loyal newbalance customer for years and love the brand and the store. Super service and attention to my needs. They know there stuff and always want to help me with my concerns. I love the new foot scanner and have tried new inserts it recommended and they have worked great. Not too many places left in the world which measure your feet and put the shoes on for you. LOVE IT!
Worst service ever.
I don't remember doing this kind of review before but I appreciate when others have warned me off of bad deals and places in the past.
The last pair of shoes I bought here was in April of 2010. I thought the fabric coming off on the inside and the banding on the outside splitting apart was unusual so I brought the shoes back and complained about it.
The first guy acted like it was my fault and "offered" me $25 towards a new shoe. I asked for the manager,
Chris Holland, and he went even further by saying it was over 60 days, I probably ripped it myself, etc. I pointed out that I had been buying NB for decades, that I'd always been happy with the wear, and had paid $109 for the shoes and that I wasn't happy with his brand of "customer service". He wouldn't call NB or do anything to rectify the situation beyond his "offer".
He said I could call NB and see what they say. I pointed out that he could help by calling them right now while I'm in the store. He had no reply and didn't move a muscle. I said I would call them and complain about his "service". His response was to ask me to have them call him right afterward ! I told him he could do his own footwork. Then he said my voice was too loud (in his empty store...) and that I should return when I had a better attitude. At this I left with "see ya Chris" and his sarcastic voice followed me with a "Have a nice day".
(Yes, his stonewalling, dancing around the problem and even faulting me for the shoes was irritating and I was upset. I didn't use any curse words or name calling. I looked him in the eye and told him how I saw it and I think he didn't like that.)
I called NB when I got home and they were just the opposite of general manager Chris at Green Hills New Balance. They immediately offered their apology and explained that the stores are independently owned and that they had no say over their actions (I guess). Then NB offered to send me a new pair and are even paying for the postage to send my old pair back for them to examine.
Maybe you could go there and get fitted for the right size and then order it online at a good discount. Green Hills New Balance and Chris Holland do not have your back.
Editorial Review by Citysearch Editors. Sneakers designed for everyone from marathon runners to trend-setting teens to active school kids since 1906. Workout wear also available.
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