newbalance.co.uk Reviews
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Join 524+ users reviewing New Balance. Read verified ratings and real customer experiences on newbalance.co.uk before you order.
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1.5 / 5
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524
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newbalance.co.uk Reviews
Read real experiences from customers of newbalance.co.uk.
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Rod Oriel
March 26, 2026
Bad Experience of Recent Drop, 991v1 Trainer
My experience of New Balance's re-issue of the 991v1 trainer has made me not want to (try to) make a further purchase from the company in a future drop. I was fully primed and enthusiastic about this launch. On Thursday 5 February at 09:00AM, within seconds of the trainers becoming available online, I had placed an order. At 09:02AM New Balance UK sent me an automated confirmation email. That confirmation included an estimated delivery date of “09/02/2026”. However, shockingly some five days later, on Monday 9 February at 13:42PM, I received a subsequent email from New Balance now cancelling my order indicating that the item was sold out and out-of-stock. Of course, this came as an unpleasant development. Who cared? Not Customer Services.I immediately raised my concerns with them. The best they could do was speculate that the website may not have adequately refreshed. There was no proper support or assistance. Rather ridiculously, throughout 5 February, the website consistently showed that the trainer was still available in my size, to purchase. Indeed, I kept checking, to see how the launch was going. Clearly there was stock. But Customer Services showed no interest in checking what had gone wrong in my case with the ordering system. Added to this disappointment, when I requested to Customer Services to make a formal complaint to have the matter looked at, they undertook only to forward my emails to the “relevant team” (no proper complaints procedure appears to be in place). And, even worse, Customer Services indicated that there was no promise of a response on account of the [my underlining] high volume of complaints. It does not seem satisfactory. The conclusion I draw from all this is that New Balance successfully sold out the re-issue. The fact that there were evident issues with my confirmed order meant pretty much nothing to them.I felt very devalued as a customer. New Balance, never again.
Pam
March 25, 2026
Awful delivery and customer service experience.…
My first experience was good so I ordered again . Sadly this time it truly one of worst experiences. UPs said they attempted delivery then left in drop off shop I can't reach. Customer service emails not clear and still awaiting refund. Even though product good I never order again.
Victoria Pickering
March 8, 2026
Avoid at all costs
Avoid at all costs! After ordering two pairs of trainers I sent the size that were too small back. After me waiting and waiting I reached out to them for an update on my return for them to say there’s a problem the parcel was never collected! So I’m still waiting for my £170 refund and also this happened in 2024 to me too which I gave the benefit of doubt and presumed it was a genuine mistake but for it to happen again it clearly isn’t! They can take money and orders correctly why not process returns and give people their money back that way too? It’s a joke and highly stressful! Shameful for such a big name!
Rob Barker
March 6, 2026
NB product was poor
NB product was poor. It took me 3 weeks of sending emails to customer service AND sending DM's to their social media accounts, before anybody replied, in any form.It was only after I threatened a section 75 action via my credit card company that your CS department then deemed it necessary to reply to my emails.Shameful behaviour and I will never purchase a NB product again.
OLEG GONTAR
March 3, 2026
I made a purchase of NB 9060
I made a purchase of NB 9060 which didn’t last long around 3 weeks, the front top of a sole came off. So I contacted a costumer service and provided pictures of faulty trainers. The customer service provided me a refund without sending the shoes back. Definitely would by more shoes off NB
Paul
February 27, 2026
Don’t order from this company you want…
Don’t order from this company you wont get your delivery! Ordered trainers on the 3rd of Feb for delivery the 9th still haven’t received them. Apparently UPS attempted delivery (they never) and said they delivered to a pickup location? No idea where and I asked for it to be delivered and they launched an investigation we ended with “proof of delivery”, still haven’t a clue where they are. Spoke to customer service and all they want to do is come away from the chat, worst company I’ve bought from, just to help anyone else you need to avoid.
Hayley Kirk
February 23, 2026
Do not do it
Do not do it. Unless you stay at home all day, don’t waste your time, money or patience ordering from this company. They use UPS to deliver and no where prior to order do they inform you that unless you are prepared to stay in all day on any day from the moment you place the order you won’t get your item. I reported my dissatisfaction to customer service after one delivery attempt in working hours as UPS told me it was being returned to New Balance. They were as helpful as a chocolate fire guide but did inform UPS to deliver again and told me to leave instructions as to where I should leave it. UPS failed to follow this simple instruction on two more occasions. Why they use this company and don’t inform their online customers that an adult signature is required is beyond belief. Oh and to top it off, I now have to wait 5-8 working days to get my money back once they receive the item. Crap! Crap! Crap!
Daniel Stanton
February 20, 2026
Completely avoid buying direct from…
Completely avoid buying direct from these if you can.Purchased 2 pairs of kids shoes size 11 and size 12 for christmas, didnt get onto it til other week that one of the size 12s even though its labeled as 12 is actually a 11.5. Got in touch as clearly a fault their end and got offered 15% off next purchase and then closed the ticket as soon as I said is that all I only want to swap a single shoe to the right sizeShould have looked at the reviews everyone's gave them
Porsche Man
February 18, 2026
NB so unhelpful with faulty goods
Had a faulty pair of trainers that practically disintegrated after a short time. Referred this to NB but they were so not interested in taking any responsibility for their faulty product and gave me every excuse not to help. I spent days exchanging emails with their so called "support" department but they just kept batting me back and saying it wasn't their responsibility to help. Does not surprise me that they have such a low Trust Pilot rating!!!!
Sebastian F
February 17, 2026
Highly Recommended
That’s the only review I done in here, because there is so much hate on this company, well I ordered trainers and got them next day, without any issues so they are learning on their mistakes I guess. Return label was already in box just in case if something would be wrong. I’m not gonna lie I was terrified when I made my order because instead of checking them out first I did it after my order was placed. That was my first time having anything from them but definitely not the last as I can’t say a bad word about them.
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