Had an issue with New Balance? Get a real response.
New Balance offers quality running shoes and athletics wear in Australia. New Balance operates an online store and its products are stocked in many Australian sports or shoe retailers.
New Balance has a phone line (Mon-Fri, 9am-5pm), a customer service email address, an online webform, live chat, and in-store staff who can assist with your complaint. Real-time options like calling, live chat, or visiting in-store are your quickest options. Be sure to have your receipt, order number, or case reference (if following up) when preparing your complaint.
Some common issues you might find at New Balance include shipping delays, return or refund requests, product defects, or frustrations with New Balance's support and staff. New Balance may offer you an exchange, refund, credit, or repair as a remedy depending on your situation.
If your complaint is stuck or a resolution is taking too long, you should ask for a manager or supervisor to look at your case (cite your case number with your request).
If you need to escalate further, remember your rights under Australian Consumer Law. External options include the ACCC or your State/Territory Fair Trading agency. If you need more guidance, check out Ajust's AI Agent.
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.
Here’s what to expect after submitting your complaint:
- Acknowledgment:
- Phone support: You may receive a reference number immediately.
- Email or form: Expect a response within 24 business hours.
- Phone support: You may receive a reference number immediately.
- Assessment:
- A support agent reviews your case (your “case manager”)
- They may contact you for more info (like photos or product codes)
- A support agent reviews your case (your “case manager”)
- Resolution:
- Product issues: Refund, exchange, or replacement
- Delivery problems: Order tracking or reshipment
- Billing issues: Refund or correction of charges
- Product issues: Refund, exchange, or replacement
- 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
- You'll get a prepaid return label via the Returns Portal
- Updates & Follow-up:
- New Balance will update you via email
- If you don’t hear back, don’t hesitate to follow up
- New Balance will update you via email
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 often occur for 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.
Tip: Always check the size guide, keep your emails/receipts, and act quickly if something’s off. Most issues can be resolved with persistence.
New Balance complaints submitted through Ajust
I returned my New Balance trainers via UPS on 15th October using the locker service, but the parcel was never picked up from the access point. An investigation was opened, and I was told it would take 15 business days, yet I’ve received no updates. I’m stuck waiting for my refund with no communication. - Khadijah
How other consumers New Balance complaints got resolved
Defective Product Replaced: One customer received mismatched-width shoes. After emailing with photos, New Balance sent a free replacement within a week.
Missing Shoe: 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 recognised the mistake.
Delayed Delivery: 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 eventually.
If your complaint hasn’t been resolved:
- Ask for a Manager:
- On a call or in email, request escalation. A manager has more flexibility (e.g., goodwill vouchers, policy exceptions).
- On a call or in email, request escalation. A manager has more flexibility (e.g., goodwill vouchers, policy exceptions).
- Follow Up Using Your Case Number:
- Re-state your issue with reference ID. Persistence often moves things forward.
- Re-state your issue with reference ID. Persistence often moves things forward.
- 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.
- Write a formal letter to:
- Escalate In-Store:
- Ask for the store manager. They can coordinate with online support or process refunds for in-person purchases.
- Ask for the store manager. They can coordinate with online support or process refunds for in-person purchases.
- Social Media Escalation:
- Message or tag @NewBalanceAU on Facebook or Twitter. Include your case number and a brief note.
- 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.
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 next steps.
3. State Consumer Protection Agencies:
- NSW Fair Trading – Make a Complaint
- Consumer Affairs Victoria – Submit a Complaint
These agencies mediate directly with businesses and often resolve stuck cases.
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.
- 📞 Customer Care Phone: 1800 953 074 (Mon–Fri, 9am–5pm AEDT)
- ✉️ Email: nbweb.cservice@newbalance.com
- 📝 Submit a Complaint via Online Form
- 📦 Returns Portal – Start a Return
- 📃 Return & Refund Policy (60-day return, 5–10 day refund processing)
- 🧵 Faulty Item Policy – Contact Support
- 🌐 Help Centre & FAQ
- 🏛 ACCC Complaint Guidance
- 🏢 New Balance Corporate Address:
New Balance Australia Pty Ltd
47 Wangara Road, Cheltenham VIC 3192
New Balance Complaints FAQs
How do I lodge a complaint with New Balance Australia the right way?
New Balance Australia accepts complaints by phone, email, online form, live chat, or in-store for retail purchases. Call 1800 953 074, email nbweb.cservice@newbalance.com, or submit a request through the Help Centre. Include your order number, clear details of the issue, photos if relevant, and the outcome you want.
How long does New Balance take to respond to a complaint or refund request?
New Balance typically responds to email or online complaints within 24 business hours, with refunds processed 5–10 business days after returns arrive. Phone complaints may provide an immediate reference number. Simple returns are usually resolved faster, while faulty product assessments or missing deliveries can take longer. If you do not receive updates, follow up with your case number to keep things moving.
What are my rights if New Balance refuses a refund for faulty shoes?
Under Australian Consumer Law, you are entitled to a refund, repair, or replacement for faulty New Balance products. If your shoes are defective and not just normal wear and tear, you can reference your rights under ACL when contacting support. If internal escalation fails, you can contact your state consumer agency, lodge an ACCC report, or consider a small claims tribunal such as NCAT or VCAT.
How can I escalate a complaint if New Balance customer service is not helping?
You can escalate a New Balance complaint by requesting a manager, contacting corporate in writing, or raising the issue externally if needed. Ask for escalation using your case number, or write to New Balance Australia Pty Ltd in Cheltenham, VIC. If unresolved, consider a chargeback, PayPal dispute, or contacting NSW Fair Trading or Consumer Affairs Victoria for mediation support.
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.