New Balance Richmond is a welcoming and helpful store known for its excellent customer service. The staff are friendly, professional, and genuinely care about helping customers find the right shoes. Customers appreciate that there is no pressure to buy and that staff take the time to explain shoe functions and differences in sizes and fits. The team is accommodating, offering a wide selection of styles, sizes, and widths to ensure everyone finds the perfect pair. The manager, in particular, is praised for her kindness, attentiveness, and warmth, making the shopping experience exceptional. Customers often mention how staff patiently assist with fitting, recommend the right insoles, and listen carefully to individual needs, turning what could be a stressful trip into a positive experience. Despite some customers traveling from a distance, they find the selection and personalized service well worth the visit. Overall, New Balance Richmond provides professional, caring, and thorough service that helps customers leave satisfied and confident in their shoe choices.
Erin was incredibly kind, helpful, and genuinely cared about helping me find the right shoes for my son. He went above and beyond to make sure we got exactly what we needed. Great customer service is hard to find these days, but Erin truly delivered. Thank you for the amazing experience—10/10!
May 2026
5 stars only for Brandon that helped us out. He was the only staff that assisted us while the rest were all chatting amongst themselves and didn't bother to greet us. Brandon was very helpful and kind, and got us the shoes we wanted. Thank you!
May 2026
The store had good selection of shoes. It was busy but Justin was very attentive and knowledgeable
