I bought a pair of trainers that developed a fault (toe peeling) within just 3 months of light, daily use. They had never been washed or misused, and only one shoe was affected, indicating a clear defect rather than normal wear. I reached out to the company directly and provided clear photos, including comparisons with older trainers I’ve used for years without any similar issues. However, customer service repeatedly refused to issue a refund, offering only partial refunds or vouchers, ignored my requests to raise a formal complaint, and eventually closed my case. I was misinformed that nothing further could be done, and the information provided did not align with consumer rights regulations, which state that faults within 6 months are presumed to have existed at the time of sale. The matter was only resolved after I escalated it through my payment provider, which conducted an independent investigation. They ruled in my favor and issued a full refund, as the company failed to handle the faulty goods claim appropriately. This was a very stressful and time-consuming situation that could have been avoided if the company had adhered to consumer law and managed the complaint properly from the beginning. I’ve been a loyal customer for years, but this experience has significantly shaken my trust in their customer service. My advice to others: if you face a similar issue, don’t accept vouchers for faulty goods, and consider escalating through your payment provider if necessary.
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