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Joe's New Balance Outlet

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Reviews Joe's New Balance Outlet

Joe's New Balance Outlet Reviews (25)

We received the Revdex.com communication regarding [redacted]’s experience on Monday, January 23, and attempted to call the phone number in the contact information. Unfortunately the number did not work, so we have emailed the customer in an attempt to find a reasonable solution for this...

situation. We are dedicated to finding the best solution and look forward to conversing with [redacted] about their experience. We appreciate the opportunity to better assist our customer.

We have reached out to Ms. [redacted] about her experience with returning a shoe she received in the wrong color. We are sorry Ms. [redacted] experienced this rare situation and offered a $20.00 coupon to help with the return shipping charge. When Ms. [redacted] received the coupon it expired on February 1,...

2018. We contacted Ms. [redacted] on January 4 via email and on January 5, 2018 via phone. Ms. [redacted] contacted us and spoke to one of our representatives.   Our records indicate that we have fulfilled Ms. [redacted]’s request to extend the expiration date of her coupon by providing a manual discount after February 1, 2018, if she wishes to order after that date. We have reached out on January 9, 2017, to see if there is anything more we can do.

I spoke with Ms. [redacted] about her order ([redacted]) that was placed on 6/16/2017. I have confirmed with Ms. [redacted] that she had received the shoes from order [redacted]. At that time we placed a new order ([redacted]) using her free shoe code on 6/26/2017. I looked into the order on 6/27/2017 to see if it would ship and it was not available. I did some research to see why this keeps happening and uncovered a technical glitch which caused the shoe to not be available. Upon this discovery I contacted Ms. [redacted] about the not available and let her know that I have reported this to our IT department. In the meantime, I have reissued the free shoe code and let her know once the issue is fixed I will be contacting her to see what we can do to get her a shoe.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for forwarding this feedback along to us.We have been in contact (emails) with this customer over the last 2 weeks, attempting to provide a resolution. Her original email to us was on October 18th, and the conversation has occured every few days since. It appears the customer has received...

a pair of shoes that are not the same width.As a one-time courtesy, we will be providing a full refund to the customer's credit card, within two business days. We are not requiring the shoes to be returned, as this is one of our international customers. Please reach out to us if there are any further questions or concerns.[redacted]

Initial Business Response /* (1000, 6, 2015/10/06) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@newbalance.com
Dear [redacted],
I appreciate your business and am sorry that the pairs of shoes you received did not meet your expectations. I am happy to refund 20%...

of your purchase price.
As a US-based website we ship only to US addresses, and we do not offer free return shipping from US addresses or free return shipping from international addresses. Please understand that another exception to our policy will not be made in the future.
I hope you'll continue to shop with Joe's New Balance Outlet!
Thanks.

Ms. [redacted] contacted us on June 16, 2017 about her order [redacted]. We let her know the [redacted] was no longer available. We offered to place a new order at no charge for the frustration of a third order not being available to be sent to her due to no inventory. A new order was placed and she...

offered to pay for the new order. We have sent a free shoe coupon to Ms. [redacted] to use on a future order.

We contacted [redacted] via email regarding the crack in the [redacted] shoes. We have let [redacted] know that in the rare case a shoe is shipped with a manufacturing issue; typically we would request the shoes to be returned to us for a refund. Since [redacted] is overseas, we cannot provide a UPS return label as...

we are based in the United States and only ship within the United States. As a one-time exception we are refunding the customer for the price of the [redacted] shoes and in the future we ask that any product they receive that does not meet expectations is returned to us for a refund. The refund will be issued within two business days, no later than January 10, 2018.

Complaint: [redacted]
I am rejecting this response because:
They asked me to return the wrong shoes, and then give me a refund, but now I'm in China, returned shoes will bear the huge costs, I do not want to bear such a big loss, because this is their mistake, so I ask them either compensation Money, or compensation for my shoes.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

On October 10, 2017, we contacted [redacted] regarding order [redacted] to discuss the Columbus Day Sale and free shipping being offered. This sale offered 15% off the order and did not include free shipping. After some clarification from [redacted] as to which promotion...

they were referring, we found out it was the Customer Appreciation Sale which does offer free shipping. We processed a refund of $6.95 for shipping on October 13, 2017 to the original form of payment on the order.

[redacted] placed an order with Joe’s New Balance Outlet on February 23, 2017. After being delivered to the shipping address in the United States, the package was then forwarded to her internationally. Once they were received, she noticed an error with one of the pairs of shoes. She contacted us for...

resolution, asking us to pay for the international return shipping. We only ship to addresses in the United States, and so we are only able to offer return shipping coverage from United States addresses. We received the Revdex.com communication on April 6, 2017, and reached out to the customer the same day. Unfortunately, the phone number given was invalid. We sent an email in which we apologized for the inconvenience and offered a one-time courtesy of a refund for this situation since we are unable to pay the shipping costs for an international return. The refund for the one incorrect pair was processed on Thursday, April 6, 2017 in the amount of $55.99. We appreciate the opportunity to resolve this one-of-a-kind situation for our customer. Thank you for choosing Joe’s New Balance Outlet.

Initial Business Response /* (1000, 5, 2015/11/11) */
Customer placed an order on our website at Joe's New Balance Outlet on October 29th, 2015. Customer contacted us via email requesting to change the shipping address on this order 11 hours after it had been submitted and was processed for...

shipping. We informed the customer that we were unable to make changes or cancel an order once it is submitted. We recommended he contact the forwarding company he requested to have the order sent to in an attempt to redirect his package or have it returned to sender so we could refund his order. The customer stated he was unable to contact the company and requested we cancel the order. We explained that we were unable to cancel this order. The order had already processed and began shipping with [redacted] We also explained we would not be able to refund or replace a package that was delivered successfully to the address on file with the order. The order was delivered to the customer's shipping address on file on October 30th, 2015 and was signed per the tracking on file with [redacted]
After discussing this situation with the customer, and not being able to contact the shipping address by phone to have the package returned. We have decided to refund this customer in full as a special one-time exception. The customer has been informed of the decision to refund and should receive a full refund to the original form of payment within 2-3 business days.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They should provide a replacement address of command, because it is easy to forget to update the address careless, like this, like me, just updated the billing address

We contacted ** [redacted] via email as their phone number is invalid. In the email we explained that once an order is placed on our site it cannot be cancelled as our systems are automated. This automation allows for us to process the order and get it shipped out in a timely manner. Due to us...

not being able to cancel the order we have issued a refund as a one-time exception. We have explained when on our site, if payment information is entered and the submit button is clicked: this authorizes the order to be placed. If this is not done an order will not be placed in our system and we wouldn’t place an order without the customer’s authorization.

Initial Business Response /* (1000, 5, 2016/03/02) */
We are responding to the Revdex.com Complaint XXXXXXX filed on 2/22/16 by one of our customers. The customer placed two orders on our website on 2/19/16. The first order XXXXXXXX was placed at 2:18 am and the second order XXXXXXXX was placed at 7:55am....

We initially reached out to the customer via email on 2/19/16 at 8:43 am requesting that the customer verify their order details on order XXXXXXXX due to the billing address not matching their credit card used for payment. The customer contacted us at 3:17 pm on 2/19/16 to verify the information on their order. Once verified by the customer, we began processing the first order immediately as it had been delayed while trying to verify the details of the order. The second order XXXXXXXX was entered correctly at checkout and began processing in the warehouse at 8:49 am on 2/19/16. Our website clearly states that once an order starts processing we are unable to make any changes or cancellations for any reason. It is also stated on our website that once an order starts processing, items ship within 2 business days. Our returns instructions and policy is clearly stated on our website. We have attached the links to our website below:
[redacted]
[redacted]
[redacted]
The customer reached out to us via email on 2/20/16 at 3:37 am roughly 24 hours later requesting to cancel both orders. He stated that he chose the wrong sizes for himself and his friend and didn't think the shoes would fit. We responded to the customer upon returning to the office on 2/22/16 at 10:15 am explaining that unfortunately once an order is placed we have a very small window of time, typically 5 minutes or less, to make any corrections or cancellations. We also included in this email directions on how to return the shoes back if they do not fit properly or if they do not want the shoes once they arrive. On 2/22/16 at 11:17 am the customer stated he was filing a complaint with the Revdex.com if we did not cancel his orders. The customer responded on 2/23/16 at 2:02 am requesting a return shipping label for each of his orders. On 2/23/16 at 7:54 am we responded stating that we are unable to cover the cost of his returns. The customer did receive our free shipping offer on both of his orders for the delivery to him. The customer replied on 2/23/16 at 8:20 am asking how we would know that he returned his two shoes back to us for a refund. On 2/23/16 at 8:24 am we sent return instructions and recommended that he send the shoes back and keep his tracking details for proof of delivery. On 2/26/16 at 1:14 am the customer reached out asking for information in regards to which shoe correlated to which order number. On 3/1/16 at 8:05 am we responded with the information explaining that order number XXXXXXXX is for the [redacted] women's style and order number XXXXXXXX is for the [redacted] men's style.
We believe that our cancellation policy and returns policy is clearly stated in many locations of our website. We would have been more than happy to cancel this customer's orders if we were within the time frame to do so. We are unable to cover the cost of these returns as we do not provide free return shipping to our customers. We are more than happy to allow the customer to return both of these orders for a full refund. However, he will be responsible for the cost of returning the shoes back to our warehouse. We have provided all the details he will need to return his orders back and have explained in detail why we are unable to cancel his orders or cover the cost of a return.

We spoke with Mr. [redacted] on November 17, 2017 about his orders being cancelled and his experience with the first order from our site. His first order, [redacted], was shipped without a proper address. Since Mr. [redacted] did not receive the item he disputed the charge with his bank. Due to this dispute his...

future orders were cancelled. We have discussed with Mr. [redacted] about contacting us if he does not receive his order/items as there are ways for us to help him out rather than disputing the charge. We have placed a new order [redacted] at no charge for his experience as a one-time exception.

he math in your complaint does not add up. $296.12 divided by 2 equals $148.06. If you received $135 from the business already then the remaining amount you should be owed is $13.06. Please confirm the amount you are requesting for refund. YES, YOU'RE RIGHT, IT'S $13.06. FILE FOR THAT...

CLAIMTHANKS

Initial Business Response /* (1000, 5, 2016/02/11) */
Contact Name and Title: [redacted] Customer Care
Customer placed their order on 1/8/2016 at 11:15am for two items. The customer ordered the men's [redacted] size 8.5-D for $59.99 and the women's [redacted] size 8-B for $69.99.
Customer's order...

shipped in two separate packages. The first package shipped from our Missouri warehouse on 1/8/16 at 4:36 pm and our records show this item was scanned as a women's [redacted] size 8-B. The first package and the item in question was scanned at a UPS location on 1/8/16 at 8:14pm and was delivered to the customer in Portland, Oregon on 1/14/2016 at 3:28 pm and signed for by KN.
The second package shipped from our California warehouse on 1/12/16 at 3:15pm CST and our records show this item was scanned as a men's [redacted] 8.5-D. The second package was scanned at a UPS location on 1/12/16 at 3:03 pm Pacific Time and was delivered to the customer in Portland, Oregon on 1/15/16 at 2:52pm and signed for by KN. This package was received by this customer in China and they have not reported any issues to date.
The customer reached out via email multiple times on 1/29/16 stating with photos that we sent the wrong shoes in the correct box for the first package that should have contained the [redacted] size 8-B. The customer is stating that they received a men's shoe [redacted] size 8-D. The customer requested that we pay to return these shoes back for a refund. We responded via email on 1/29/16 at 3:53 pm apologizing for this situation and letting the customer know that we would be happy to email a pre-paid UPS return label that they can use to return this item back to our warehouse for a full refund. We also offered to supply a coupon as a courtesy for this situation.
The customer then responded back on 1/29/16 that they had the shoes shipped to them from the United States to China and it took over a month to be delivered and they would not be willing to accept a coupon or a UPS pre-paid return label as it will not work in China if shipping to the US. We explained that we are sorry for this situation, but we are not responsible for items shipped out of the country by a third party shipping company. We clearly state on our website that we are only permitted to ship to and sell to customers within the US. We do not ship internationally and we cannot be responsible for the shipping costs associated with a return outside of the US.
The customer responded back on 2/3/16 stating they were not happy with our coupon offer but they would like the $20 coupon emailed to them again as they did not receive it via email on 1/29/16 when we first offered it. The customer also stated that they would be contacting the Revdex.com for a full or partial refund as they are not willing to pay to return the item back to the US. We reissued the same coupon sent originally on 1/29/16 again on 2/3/16.
In the case that a shoe is delivered incorrectly and a customer contacts us, our process is to offer a free UPS return shipping label, process the return back to our warehouse for a full refund, and offer a new order with a generous discount or a coupon for a future purchase for the inconvenience and any frustration caused by their order.
If a customer has taken the shoe outside of the US, we will still offer a free UPS return shipping label, process the full refund and offer a coupon for the inconvenience, but we do not offer to pay the shipping to get the shoe back into the US. The UPS label is only valid for US shipments since the US is the only country we ship to.
We believe we have tried to make reasonable accommodations for this customer for a shoe that was incorrectly delivered. We have records showing that we scanned and verified the correct shoe was shipped. The package was delivered by UPS and was signed for by the receiver of the package with no issues or reports of the incorrect shoe. Unfortunately, we do not have anyway to verify what happened to the package after it was handled by the the customer's third party shipping company or in the month it was in transit out of the US. We are very sorry that this customer is not able to return the shoe for a refund at their cost. We cannot be responsible for the cost of this return as it is clearly stated on our website and we are not permitted to ship or sell products outside of the US.
I have attached our FAQ page to this case as we have our policies and processes notated on our website explaining that we are unable to assist with international orders.
[redacted]
We have provided this customer a coupon in the amount of $20 and we have explained that we are also willing to email them a UPS pre-paid label that they can use to have the item shipped back to our warehouse for a full refund once it is in the US.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the conversation stated by business,they believed that they shipped the correct shoes and suggested that it was replaced by third party.But And I think the company did pack the incorrect shoes.
I really didn't receive this coupon on 1/29/2016 supposed to be sent to me right after the first email.
It made me feel angrier and being made fool of.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They did call me because of your contacting me and agreed to credit back my account. Their obviously working off of their customers money. You did help and I appreciate what you did. Ya for the Revdex.com.
Sincerely,
[redacted]

We contacted [redacted] about his missing order [redacted]. We explained the tracking records with UPS show the package was delivered and signed for at the address provided. The shipping address is for a third party shipping service and we would  not refund/replace any items with confirmed...

delivery.   We let the customer know we will refund his order as a one-time exception. Customer has not replied back to our email about the incident. We have refunded the customer for their items. We look forward to working with ** again in the future.

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