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New Balance
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Edited by:
Ajust Content Team
Last updated:
January 8, 2026
AI-sourced. Human-edited. Made clear for you.

How to submit a complaint with
New Balance
 

To lodge a complaint with New Balance Australia, choose one of these official methods:

  • Phone: Call 1800 953 074 (Mon–Fri, 9am–5pm AEDT). Have your order number or product details ready.

  • Email: Write to nbweb.cservice@newbalance.com with a clear explanation of your issue, including photos (if relevant), your order number, and the resolution you’re seeking.

  • Online Form: Visit the New Balance Help Centre and click “Submit a request” to file a complaint.

  • Live Chat: Available during business hours on their website, if a chat bubble appears. Ideal for quick support or tracking issues.

  • In-Store (if applicable): For purchases made in-store or complaints about staff/service, speak directly with the store manager. Bring your receipt and any supporting details.

📌 Tip: Be specific. State what went wrong, how it impacted you, and what you want (e.g. refund, exchange, fix). Supporting evidence helps speed up the process.

What happens after you submit a complaint to New Balance?

Here’s what to expect after submitting your complaint:

  1. Acknowledgment:
    • Phone support: You may receive a reference number immediately.

    • Email or form: Expect a response within 24 business hours.

  2. Assessment:
    • A support agent reviews your case (your “case manager”)

    • They may contact you for more info (like photos or product codes)

  3. Resolution:
    • Product issues: Refund, exchange, or replacement

    • Delivery problems: Order tracking or reshipment

    • Billing issues: Refund or correction of charges

  4. Return Instructions (if needed):
    • You'll get a prepaid return label via the Returns Portal

    • Refunds are processed within 5–10 business days of item arrival

  5. Updates & Follow-up:
    • New Balance will update you via email
    • If you don’t hear back, don’t hesitate to follow up

📦 Expect faster resolution for simple returns, and longer processing time for product faults or missing deliveries.

Common complaints against
New Balance

Here are the top issues reported by New Balance customers:

  • Shipping delays & lost orders: Delayed parcels, missing items (e.g. only one shoe in the box), or unclear tracking updates.

  • Incorrect or incomplete orders: Receiving the wrong size, colour, or missing items. Common sizing mix-ups between US and UK sizes.

  • Returns & refunds: Delays in refunding after returns, especially when orders are cancelled due to stock issues.

  • Customer service delays: Emails not answered promptly, long hold times, or feeling ignored when trying to resolve a problem.

  • Product defects: Shoes falling apart early, poor stitching, or quality concerns. Disagreements over what counts as a defect vs. wear and tear.

  • Sizing & exchange confusion: Frustration when clearance items can’t be exchanged or when return conditions aren’t clearly explained.

  • Website & communication gaps: Stock levels not matching online availability, price errors, or missed notifications about order cancellations.

🎯 Pro tip: Always check the size guide, keep your emails/receipts, and act quickly if something’s off. Most issues can be resolved with clear communication and persistence.

New Balance
 complaints submitted through Ajust

How other consumers
New Balance
 complaints got resolved

Defective Product Replaced Promptly: One customer received mismatched-width shoes. After emailing with photos, New Balance sent a free replacement within a week.

Missing Shoe – Klarna Dispute Resolved It: A buyer received only one shoe. New Balance’s initial response was slow, so the customer raised a dispute via Klarna and was refunded. New Balance later acknowledged the mistake.

Delayed Delivery – Poor Timing for Travel: Shoes needed for a trip got stuck in transit. Despite frequent follow-ups, they arrived too late. The customer wasn’t refunded express shipping but received the product.

How to escalate a complaint with New Balance

If your complaint hasn’t been resolved:

  1. Ask for a Manager:
    • On a call or in email, request escalation. A manager has more flexibility (e.g., goodwill vouchers, policy exceptions).

  2. Follow Up Using Your Case Number:
    • Re-state your issue with reference ID. Persistence often moves things forward.

  3. Contact Corporate:
    • Write a formal letter to:
      New Balance Australia Pty Ltd
       47 Wangara Road, Cheltenham VIC 3192

    • Mark it “Complaint – Escalation” and include your full complaint timeline.

  4. Escalate In-Store (Retail Complaints):
    • Ask for the store manager. They can coordinate with online support or process immediate refunds for in-person purchases.

  5. Social Media Escalation:
    • Message or tag @NewBalanceAU on Facebook or Twitter. Include your case number and a brief note.

🗂 Keep records of all interactions. Stay calm, but firm. Most customers get a resolution at this stage.

Regulatory & Ombudsman Information for New Balance

If New Balance doesn’t resolve your issue, here’s how to escalate externally:

1. Consumer Law (ACL):

You’re entitled to a refund, repair or replacement for faulty products. Mention your rights under Australian Consumer Law when needed.

2. ACCC – Consumer Complaint:

Report your issue to the ACCC. While they don’t resolve individual cases, they monitor trends and guide consumers on action steps.

3. State Consumer Protection Agencies:

4. Small Claims Tribunal (e.g. NCAT/VCAT):

If significant money or principle is involved, file with your state tribunal. It’s low-cost and consumer-friendly.

5. Chargebacks or PayPal Disputes:

If you paid by card or PayPal and were refused a valid refund, initiate a chargeback through your bank.

✅ Keep receipts, emails, and return labels as evidence. External complaints are rarely needed, but it’s good to know you have options if internal escalation fails.

Official New Balance Complaint Resources & Links

New Balance
Complaints FAQs

You’ve done your part, now it’s time to hold
New Balance
accountable.

Take the final step and submit a complaint that gets seen and responded to.

File your complaint now