We are sorry for any confusion that has occurred during this process for Mr***Thankfully, Mr*** called in on 8/24/around pm to allow ***, manager on duty, to further assist himMr*** stated that the pair of shoes, MW928v2, in size 11-2E, he received was too long*** sent him a free return label and will send out the free replacement pair of the MW928v2, size 10.5-2E, once the return is received and processedPlease keep in mind it may take up to business days upon arrival of your return package for the processing and shipment of the replacement pair.Sincerely,*** ***Customer Care Communications Manager
We have been happy to assist Mr***, and are extremely sorry the resolution we are offering of free expedited shipping on a new purchase has not met with his expectationsWe accept returns within days in new conditionWe are, at times, able to make occasional exceptions on a case-by-case basis to this policyHowever, after speaking with Mr*** about his shoes and the length of time he has worn them and reviewing past accommodations we have made, we are not able to accept these back for an exchange We have placed a total of orders for Mr*** since August 2016, all of which have been at no cost to him; we have allowed him to return all but of those orders and sent alternate free items in exchangeOn September 13, 2017, we informed him we would provide additional free pairs of shoes to him as a final exception to our typical proceduresSince that conversation we allowed Mr*** to return those pairs and provided more free pairs of shoes for him to tryWe are unable to accept additional returns on free gifts sent to him or provide additional shoes at no cost We would very much like to help Mr*** find a shoe that will be more comfortableHowever, we ask that he purchase any new styles he would like to try
One of our supervisors spoke with this customer on 5/6/and has resolved this issue by providing a coupon for a free pair of shoes to be purchased from www.newbalance.comWe are truly sorry for the experience this customer encounted with our products and customer service team and hope this will
restore his faith in our brandSincerely, *** ***Customer Care Supervisor
One of our Team Leaders, Tom Becker, has emailed the customer on 9/9/15, 9/14/15, and 9/15/to discuss his experience with the shoes and provide information we hope will ensure a more positive experience with our products in the futureOur most recent email offering two options for
resolution is below: Hi Mr***,Thank you for your email and I'm sorry that I haven't been able to resolve this to you satisfactionI would like to send you a replacement pair of shoes and I have a couple of options for youYou can go to the closest New Balance store which is located in *** OH and see which size and style fits you bestYou can email me the information and I'll have the shoes shipped to youNew Balance *** *** *** ***, OH *** Mon - Sat: 10am - 9pmSun: 12pm - 5pmPhone: *** *** If you prefer, I can have a Free Shoe Coupon emailed to you and you can place an order on www.newbalance.com.I apologize for any misunderstanding and I want to resolve your complaintIf you prefer to communicate by phone, you can call me at 800-595-between the hours of 8:am to 5:pm Eastern time or email me a number and a good time to call you.We appreciate your business and have a great day!We have not yet received a response, but do hope our offer to send a replacement pair of shoes or a coupon he can use to place an order on our website with be acceptableWe are very sorry for his poor experience and hope he will give us the opportunity to restore his faith in our brandThank you, *** ***Customer Care Supervisor
We spoke with Mr*** about his return and discussed with him that it can take up to business days to process a refund once the package has been received by our warehouseAccording to our records Mr***’s return from order *** was delivered on August 31, When he last called at
11:51am on September 7, 2017, his return had not yet been processed; however, his refund was processed at 12:30pm on that date in the order it was received, according to our processing procedure and a total of business days after delivery When we spoke to Mr*** we let him know the best and most effective way to reach out to us here at New Balance is to call (*** ***This is the dedicated corporate phone number for all customer concernsWe would like to extend our sincerest apologies about any miscommunication on our part regarding Mr***’s request to further escalate his concerns beyond the person to whom he was speakingWe are certainly willing to forward customers’ concerns to a manager or the next higher manager as needed based on customer request or circumstanceWe are currently addressing this training opportunity internally with our Customer Care Team and are grateful to have received this feedback
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted] with a qualification. We never came to a conclusion that the broken eyelet was not a manufacturer's issue. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
On 8/22/16 our manager on duty, [redacted], reached out to Mr. [redacted] and left him a voicemail asking him to contact her about his Revdex.com complaint. She left him our customer care phone number and asked him to contact her directly.On 8/22/2016, Mr. [redacted] called back and...
[redacted] was able to provide a solution with a free pair of the men's walking shoes, MW928v2, which should provide him with good support and cushioning, along with a better fit, for his future activities. Sincerely, [redacted]Customer Care Communications Manager
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
On Tuesday, 3/15/2016 we contacted the Albuquerque New Balance store where this customer returned his shoes and were informed a check had been cut for the refund and the customer had picked the check up that morning. On Tuesday, 3/15/2016 one of our managers, [redacted], left two voice mails for...
the customer to confirm he had received the check and was satisfied with this resolution. On Tuesday, 3/15/2016 we received an email from the customer confirming he received and deposited the check. We are sorry for any inconvenience the refund process may have caused for this customer and do hope he is satisfied and will purchased New Balance product in the future. [redacted]Customer Care Supervisor
Dear [redacted], Thank you for taking the time to contact New Balance through the Revdex.com. My name is [redacted] and I am the Special Communications Manager. I am sorry about your experience with your New Balance 624 shoes and will be happy to assist you. I would like to find the fastest and easiest...
resolution for you. Would it be possible for you to provide me with an email address? I will be happy to reach out with a few additional questions about your shoes that will allow me to better understand your experience. I believe we can come to a good resolution via email. I will reach out to you as soon as possible once an email address is provided. I look forward to hearing from you. Sincerely, [redacted]. Special Communications Manager New Balance
We spoke with Mr. [redacted] on January 22, 2018 and talked about one of the eyelets ripping on his MX 608v4 training shoes. After our discussion with Mr. [redacted], we came to the conclusion that the eyelet ripping after having for the shoe for 8 months is not considered a manufacturing issue. We explained...
to have his feet measured at least every six month to ensure he is in a proper fitting shoe and when he experiences an issue to contact us right away so we can address. As a one-time exception we offered to send him a free shoe code for a future purchase. Mr. [redacted] stated he is happy with this resolution and accepted the free shoe code.
One of our mangers, [redacted], spoke with this customer on Tuesday, 8/2/16. Based on the experience this customer is having, the time frame they have been using these shoes, and the activities they are doing with them, we believe they are experiencing normal wear and tear. The shoes have been...
used several days each week for almost 10 months. As the customer was dissatisfied with their experience, we offered $50 off a new purchase on www.newbalance.com. The customer told us he would think about this and get back to us. He emailed us and asked [redacted] to call him when she was not in the office. She provided her hours and asked if they could talk again. On Friday, 8/5/16, [redacted] emailed the customer again to let him know she would be out of the office and let him know if he wants to discuss his experience further he can contact us to speak with any other manager on duty as they will be glad to assist him. We do hope he will accept our offer and this will resolve his concerns. For additional assistance he can contact us Monday - Friday 7a-7p (CST). Thank you, [redacted]Customer Care Supervisor
Our manager on duty, [redacted] contacted the customer at the phone number provided and left a message with the individual who answered the phone. She also sent the below email:Dear [redacted],I am contacting you regarding your Dunham shoes you purchased in 2009 and I will be happy to offer assistance.I am...
sorry the shoes have not lived up to your expectation. I understand you started wearing these boots this year and they fell apart after three months of wear. I can understand the frustration you must feel by this issue. I have spoken to a few other customers that feel this way. What we have found is when an item sits for an extended period of time and is unworn; the sole of the shoe can start to disintegrate. This is caused by the sole drying out as it is petroleum based. It is like a rubber band if it is not used it will dry out and not maintain its elasticity. What I can offer is a free shoe code as a one-time exception; with this code you will be able to replace the shoe with a newer Dunham shoe from our site www.NewBalance.com. Below is your coupon information:(coupon code an expiration date included in email to customer)If you have any other questions or concerns please contact me and I will be happy to assist you.We have not yet received a reply from this customer. We do hope the offer of a coupon to replace these boots with any footwear available on our website will resolve his concerns. Thank you, [redacted]Customer Care Supervisor
We spoke with Mr. [redacted] on April 3, 2018 about his returned item. We explained that our system was not showing the returned item as received by our returns department but according to tracking it was delivered on March 13, 2018. We offered to refund Mr. [redacted] for the return and offered a $50.00...
coupon for the experience with his return credit. Mr. [redacted] is happy with this resolution. The credit has been issued to Mr. [redacted]’s credit card on April 3, 2018.
We are very sorry if there was any miscommunication with this customer. We ask many questions to better understand the experience our customers have had with our product so we can determine what may be occurring and promote a more positive experience in the future. Our Manager, [redacted], has been in communication with this customer on 8/11/16 and 8/12/16. We have offered to compensate him with a coupon for a free pair of shoes from www.newbalance.com. The coupon will apply to any pair of shoes on the website and is valid through the end of the year. We hope this adequately resolves his concerns and will be happy to help him select a new product, if needed, that will perform to his expectations.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
We received the first Revdex.com communication (complaint #[redacted]) from Mr. [redacted] on August 22, 2016. He gave us feedback on his 2 pair of MW1765 walking shoes that they were hurting his feet and he could not wear them. We were able to make a one-time exception to get him 2 free replacements without...
requiring a return of his shoes. We sent him 1 pair of MW928BR2 on August 22, 2016 and 1 pair of M840GR3 on August 26, 2016. Both of these items did not fit properly and he returned them, so we sent him free 1 pair of MW928BR2 in a different size on August 29, 2016 and 1 free pair of M1080SB6 on September 13, 2016. Those pairs did not work, either, unfortunately and he returned them. We sent him 1 free pair of MT910GX2 on September 13, 2016 and 1 free pair of M2040BK3 on September 23, 2016. Those were also both returned to us and we sent him 1 free pair of M990GL4 on 9/23/2016 and 1 free pair of M1300BER on October 14, 2016. The M1300BER did not work for him, either, so those were returned to us and we sent a free pair of M2040BK3, 11-2E to him on October 26, 2016. Since August 2016 we have made multiple returns and reorders, ultimately resulting in his keeping 2 pairs of running shoes valued at $564.98. We received the Revdex.com communication for the more recent issue he is having (#[redacted]) and called him to see what we could do to help him. His experience is that the shoes we sent him in October are no longer cushioned enough and are hurting his feet. We recommended adding inserts to the shoes to add some support and cushioning, and we recommended placing an order for a new pair of shoes, the M1540v2. We also recommend contacting his podiatrist, who had originally recommended the MW928BR2 in August. We made it clear to Mr. [redacted] that we are not able to provide free replacements for the shoes we sent to him back in October 2016, but we are committed to helping him find a new pair of shoes that will work for him. We have recommended the M1540v2 based on his preferences, and we would be happy to discuss that further, if needed. We have also offered to place a new order at regular price, but we can offer expedited shipping at no additional cost. We appreciate the opportunity to take care of Mr. [redacted], and look forward to speaking with him in the future. Thank you for choosing New Balance!
Mr. [redacted] contacted us regarding a pair of shoes purchased recently at a local store. He noticed an issue with the quality of the shoes, and reached out to inform us of the situation. We accepted the feedback and worked to find an acceptable resolution for the shoes he currently has. Mr. [redacted]...
communicated with us via the Revdex.com and we were able to find a resolution for him so that he will have a pair of shoes that will work for him. We appreciate the feedback, as always, and look forward to a continued relationship.
We are sorry for any confusion that has occurred during this process for Mr***Thankfully, Mr*** called in on 8/24/around pm to allow ***, manager on duty, to further assist himMr*** stated that the pair of shoes, MW928v2, in size 11-2E, he received was too long*** sent him a free return label and will send out the free replacement pair of the MW928v2, size 10.5-2E, once the return is received and processedPlease keep in mind it may take up to business days upon arrival of your return package for the processing and shipment of the replacement pair.Sincerely,*** ***Customer Care Communications Manager
We have been happy to assist Mr***, and are extremely sorry the resolution we are offering of free expedited shipping on a new purchase has not met with his expectationsWe accept returns within days in new conditionWe are, at times, able to make occasional exceptions on a case-by-case basis to this policyHowever, after speaking with Mr*** about his shoes and the length of time he has worn them and reviewing past accommodations we have made, we are not able to accept these back for an exchange We have placed a total of orders for Mr*** since August 2016, all of which have been at no cost to him; we have allowed him to return all but of those orders and sent alternate free items in exchangeOn September 13, 2017, we informed him we would provide additional free pairs of shoes to him as a final exception to our typical proceduresSince that conversation we allowed Mr*** to return those pairs and provided more free pairs of shoes for him to tryWe are unable to accept additional returns on free gifts sent to him or provide additional shoes at no cost We would very much like to help Mr*** find a shoe that will be more comfortableHowever, we ask that he purchase any new styles he would like to try
One of our supervisors spoke with this customer on 5/6/and has resolved this issue by providing a coupon for a free pair of shoes to be purchased from www.newbalance.comWe are truly sorry for the experience this customer encounted with our products and customer service team and hope this will
restore his faith in our brandSincerely, *** ***Customer Care Supervisor
One of our Team Leaders, Tom Becker, has emailed the customer on 9/9/15, 9/14/15, and 9/15/to discuss his experience with the shoes and provide information we hope will ensure a more positive experience with our products in the futureOur most recent email offering two options for
resolution is below: Hi Mr***,Thank you for your email and I'm sorry that I haven't been able to resolve this to you satisfactionI would like to send you a replacement pair of shoes and I have a couple of options for youYou can go to the closest New Balance store which is located in *** OH and see which size and style fits you bestYou can email me the information and I'll have the shoes shipped to youNew Balance *** *** *** ***, OH *** Mon - Sat: 10am - 9pmSun: 12pm - 5pmPhone: *** *** If you prefer, I can have a Free Shoe Coupon emailed to you and you can place an order on www.newbalance.com.I apologize for any misunderstanding and I want to resolve your complaintIf you prefer to communicate by phone, you can call me at 800-595-between the hours of 8:am to 5:pm Eastern time or email me a number and a good time to call you.We appreciate your business and have a great day!We have not yet received a response, but do hope our offer to send a replacement pair of shoes or a coupon he can use to place an order on our website with be acceptableWe are very sorry for his poor experience and hope he will give us the opportunity to restore his faith in our brandThank you, *** ***Customer Care Supervisor
We spoke with Mr*** about his return and discussed with him that it can take up to business days to process a refund once the package has been received by our warehouseAccording to our records Mr***’s return from order *** was delivered on August 31, When he last called at
11:51am on September 7, 2017, his return had not yet been processed; however, his refund was processed at 12:30pm on that date in the order it was received, according to our processing procedure and a total of business days after delivery When we spoke to Mr*** we let him know the best and most effective way to reach out to us here at New Balance is to call (*** ***This is the dedicated corporate phone number for all customer concernsWe would like to extend our sincerest apologies about any miscommunication on our part regarding Mr***’s request to further escalate his concerns beyond the person to whom he was speakingWe are certainly willing to forward customers’ concerns to a manager or the next higher manager as needed based on customer request or circumstanceWe are currently addressing this training opportunity internally with our Customer Care Team and are grateful to have received this feedback
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted] with a qualification. We never came to a conclusion that the broken eyelet was not a manufacturer's issue. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
On 8/22/16 our manager on duty, [redacted], reached out to Mr. [redacted] and left him a voicemail asking him to contact her about his Revdex.com complaint. She left him our customer care phone number and asked him to contact her directly.On 8/22/2016, Mr. [redacted] called back and...
[redacted] was able to provide a solution with a free pair of the men's walking shoes, MW928v2, which should provide him with good support and cushioning, along with a better fit, for his future activities. Sincerely, [redacted]Customer Care Communications Manager
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
On Tuesday, 3/15/2016 we contacted the Albuquerque New Balance store where this customer returned his shoes and were informed a check had been cut for the refund and the customer had picked the check up that morning. On Tuesday, 3/15/2016 one of our managers, [redacted], left two voice mails for...
the customer to confirm he had received the check and was satisfied with this resolution. On Tuesday, 3/15/2016 we received an email from the customer confirming he received and deposited the check. We are sorry for any inconvenience the refund process may have caused for this customer and do hope he is satisfied and will purchased New Balance product in the future. [redacted]Customer Care Supervisor
Dear [redacted], Thank you for taking the time to contact New Balance through the Revdex.com. My name is [redacted] and I am the Special Communications Manager. I am sorry about your experience with your New Balance 624 shoes and will be happy to assist you. I would like to find the fastest and easiest...
resolution for you. Would it be possible for you to provide me with an email address? I will be happy to reach out with a few additional questions about your shoes that will allow me to better understand your experience. I believe we can come to a good resolution via email. I will reach out to you as soon as possible once an email address is provided. I look forward to hearing from you. Sincerely, [redacted]. Special Communications Manager New Balance
We spoke with Mr. [redacted] on January 22, 2018 and talked about one of the eyelets ripping on his MX 608v4 training shoes. After our discussion with Mr. [redacted], we came to the conclusion that the eyelet ripping after having for the shoe for 8 months is not considered a manufacturing issue. We explained...
to have his feet measured at least every six month to ensure he is in a proper fitting shoe and when he experiences an issue to contact us right away so we can address. As a one-time exception we offered to send him a free shoe code for a future purchase. Mr. [redacted] stated he is happy with this resolution and accepted the free shoe code.
One of our mangers, [redacted], spoke with this customer on Tuesday, 8/2/16. Based on the experience this customer is having, the time frame they have been using these shoes, and the activities they are doing with them, we believe they are experiencing normal wear and tear. The shoes have been...
used several days each week for almost 10 months. As the customer was dissatisfied with their experience, we offered $50 off a new purchase on www.newbalance.com. The customer told us he would think about this and get back to us. He emailed us and asked [redacted] to call him when she was not in the office. She provided her hours and asked if they could talk again. On Friday, 8/5/16, [redacted] emailed the customer again to let him know she would be out of the office and let him know if he wants to discuss his experience further he can contact us to speak with any other manager on duty as they will be glad to assist him. We do hope he will accept our offer and this will resolve his concerns. For additional assistance he can contact us Monday - Friday 7a-7p (CST). Thank you, [redacted]Customer Care Supervisor
Our manager on duty, [redacted] contacted the customer at the phone number provided and left a message with the individual who answered the phone. She also sent the below email:Dear [redacted],I am contacting you regarding your Dunham shoes you purchased in 2009 and I will be happy to offer assistance.I am...
sorry the shoes have not lived up to your expectation. I understand you started wearing these boots this year and they fell apart after three months of wear. I can understand the frustration you must feel by this issue. I have spoken to a few other customers that feel this way. What we have found is when an item sits for an extended period of time and is unworn; the sole of the shoe can start to disintegrate. This is caused by the sole drying out as it is petroleum based. It is like a rubber band if it is not used it will dry out and not maintain its elasticity. What I can offer is a free shoe code as a one-time exception; with this code you will be able to replace the shoe with a newer Dunham shoe from our site www.NewBalance.com. Below is your coupon information:(coupon code an expiration date included in email to customer)If you have any other questions or concerns please contact me and I will be happy to assist you.We have not yet received a reply from this customer. We do hope the offer of a coupon to replace these boots with any footwear available on our website will resolve his concerns. Thank you, [redacted]Customer Care Supervisor
We spoke with Mr. [redacted] on April 3, 2018 about his returned item. We explained that our system was not showing the returned item as received by our returns department but according to tracking it was delivered on March 13, 2018. We offered to refund Mr. [redacted] for the return and offered a $50.00...
coupon for the experience with his return credit. Mr. [redacted] is happy with this resolution. The credit has been issued to Mr. [redacted]’s credit card on April 3, 2018.
We are very sorry if there was any miscommunication with this customer. We ask many questions to better understand the experience our customers have had with our product so we can determine what may be occurring and promote a more positive experience in the future. Our Manager, [redacted], has been in communication with this customer on 8/11/16 and 8/12/16. We have offered to compensate him with a coupon for a free pair of shoes from www.newbalance.com. The coupon will apply to any pair of shoes on the website and is valid through the end of the year. We hope this adequately resolves his concerns and will be happy to help him select a new product, if needed, that will perform to his expectations.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
We received the first Revdex.com communication (complaint #[redacted]) from Mr. [redacted] on August 22, 2016. He gave us feedback on his 2 pair of MW1765 walking shoes that they were hurting his feet and he could not wear them. We were able to make a one-time exception to get him 2 free replacements without...
requiring a return of his shoes. We sent him 1 pair of MW928BR2 on August 22, 2016 and 1 pair of M840GR3 on August 26, 2016. Both of these items did not fit properly and he returned them, so we sent him free 1 pair of MW928BR2 in a different size on August 29, 2016 and 1 free pair of M1080SB6 on September 13, 2016. Those pairs did not work, either, unfortunately and he returned them. We sent him 1 free pair of MT910GX2 on September 13, 2016 and 1 free pair of M2040BK3 on September 23, 2016. Those were also both returned to us and we sent him 1 free pair of M990GL4 on 9/23/2016 and 1 free pair of M1300BER on October 14, 2016. The M1300BER did not work for him, either, so those were returned to us and we sent a free pair of M2040BK3, 11-2E to him on October 26, 2016. Since August 2016 we have made multiple returns and reorders, ultimately resulting in his keeping 2 pairs of running shoes valued at $564.98. We received the Revdex.com communication for the more recent issue he is having (#[redacted]) and called him to see what we could do to help him. His experience is that the shoes we sent him in October are no longer cushioned enough and are hurting his feet. We recommended adding inserts to the shoes to add some support and cushioning, and we recommended placing an order for a new pair of shoes, the M1540v2. We also recommend contacting his podiatrist, who had originally recommended the MW928BR2 in August. We made it clear to Mr. [redacted] that we are not able to provide free replacements for the shoes we sent to him back in October 2016, but we are committed to helping him find a new pair of shoes that will work for him. We have recommended the M1540v2 based on his preferences, and we would be happy to discuss that further, if needed. We have also offered to place a new order at regular price, but we can offer expedited shipping at no additional cost. We appreciate the opportunity to take care of Mr. [redacted], and look forward to speaking with him in the future. Thank you for choosing New Balance!
Mr. [redacted] contacted us regarding a pair of shoes purchased recently at a local store. He noticed an issue with the quality of the shoes, and reached out to inform us of the situation. We accepted the feedback and worked to find an acceptable resolution for the shoes he currently has. Mr. [redacted]...
communicated with us via the Revdex.com and we were able to find a resolution for him so that he will have a pair of shoes that will work for him. We appreciate the feedback, as always, and look forward to a continued relationship.