-
November 2023 by Petr Tojsl
I feel like the customer service could have been a lot better
-
August 2023 by Samuel Martin
Great service & selection, highly recommend. A+
-
June 2023 by Yh L.
I visited the store to return online orders. My son ordered size 9.5 shoes online and received two pairs. He thought they were too big for him so we decided to go to the store instead of returning them by mail. The guy who helped us understood everything. He processed two returns and helped my son try size 9. Then we found size 9.5 actually fit better. So we tried to buy one we just returned. But the store manager came and said we should order them from online again because once the return happened the store had to ship them back to where they came from. We understood and left. So far so good. Then we found by checking email that somehow only one of them was returned. So we went back to the store and asked to have the other pairs back. The manager knew we tried to buy them again but she just proceeded to return process so that we couldn't have them back, repeating we had to order them from online. Then she turned back and left. What a thoughtless and unkind manager. I would have given 5stars otherwise. She doesn't try to listen to customers.
-
June 2023 by Eye Heru
Great customer service. Nell took good care of us. Will be back
-
April 2023 by Alexander Baker
Kenell who was the store associate helped me with purchases and provided great customer service
-
November 2022 by Susan H.
When discussing our experience with this New Balance store, my husband said it was the best shoe shopping experience he ever had. I agreed with him. Thus the 5 stars. We were here on a recent Saturday afternoon. Before going, I knew which shoe I was interested in buying. When we walked in the store, Kennell approached us and ask what I was looking for. He knew exactly what I wanted and asked me what size. Another salesperson approached him with a question at that time. After answering her, he apologized and again asked what size I wanted. No problem. He came back shortly with the shoes I wanted. When I tried them on, he told me to walk the length of the store to see how the shoes felt. After that, he felt the shoe to see how well it fit me. After I said I would buy the pair, I asked him about getting a different insole. He asked what I was looking for in an insole. I told him "more arch support". Then he got the insoles and put them in my shoes. One of them needed some trimming, which he did. After he was done with me, I told my husband that he should get a new pair of shoes as he had talked about it. We were here already, I said, so take advantage. Kennell asked him which shoes he was interested and what size. Again, he brought out the shoes. My husband tried them on and walked the length of the store, then decided they were the shoes for him. When we went to pay for the shoes, we got a senior discount---which was much appreciated. From start to finish, a great experience. There was no pressure to buy and no attempt to upsell. Kennell was very polite and patient so we never felt rushed. We took Metro to get here. When getting of the train at Friendship Heights, exit at Jenifer Street and Wisconsin Ave. Once outside, look diagonally across the intersection and you will see 5301 Wisconsin Ave., NW. Then look closely and you will see the New Balance logo. It's very easy to find.
-
September 2022 by Tony R.
Let me be clear, New Balances are the best for running and walking PERIOD. Yet the customer service given at the 5301 Wisconsin Avenue NW Washington, DC location was nothing short of amazing!! Shawnita was my sales person and it just seemed normal for her to treat me like a King who might've wanted to purchase the entire store. However her 2 male coworkers were equally as kind and helpful. They worked as a team to ensure that I had the right color and size 990V5 running shoes to my satisfaction. Due to their knowledge and assistance I purchased two shirts and a pair of matching joggers. Shawnita, Jason and N. make you want to come to their store to purchase. The vibe was great and they even made me, at 51 years of age, feel younger and capable of doing some of the activities I used to do when I was young. Great customer service is something that people do forget, it is appreciated and helps a person know where to go to get the best service. Team, I will be back!! Thank you for such a great experience. Sincerely, IT Tony
-
June 2022 by Shirley B.
The young man helped me with measuring my feet for a great fit.
-
June 2022 by Rodger S.
I have had good experiences with this store in the past, but my most recent visit was BAD. The problem was that the young woman who waited on me insisted that the inserts she wanted to sell me were every bit as good as the orthotics that my podiatrist fitted me for. And because Cher inserts were much cheaper, I had to buy them. It became a very unpleasant visit.
-
May 2022 by Seung Byun
I visited for online order return, then I tried on a few different styles they have. Each one of their team was so kind and shared their opinions which helped me finding the right one.
-
April 2022 by Clinton W Spence
Jason provided expert advice on proper sizing, variety in structures for different activities or differences in strides and a new whole vocabulary for parts of foot. Only then did we discuss material, color, style and proper care of my new athletic shoes. Thanks for hospitality, patience, and willingness to educate an old man!
-
April 2022 by Nestor Lizama
Was helped in finding the type of shoe I wanted and it made my shopping go smoothly and quickly. Just the way i like.
-
November 2021 by guy dahan
Sam was great
-
August 2021 by Paul Logan
I purchased a pair of New Balance sneaker 847V4 at the Connecticut Avenue Store. They squeaked incessantly, whenever I wore them. When I called the NB store to get advice, I was met with a “too bad” attitude from the salesperson. Then he suggested that I oil them! Where would I oil them, I asked. “The soles,” was the reply! Absolute poor customer service, as well as a product that I am loathed to wear. If I could give a score of minus 10, I would!
-
July 2021 by Christopher Scott
If I could rate today’s experience a 0, then I would definitely do so.Today, I visited the New Balance store at 5301 Wisconsin Avenue NW #170; Washington, DC 20015 around 3 P.M. When I entered the establishment, I was greeted by a sales associate named Michael. Initially, Michael used male pronouns when speaking to me and I informed him that I identify as non-binary. As opposed to agreeing not to use male pronouns when referring to me, Michael said that he calls people how he sees them. He also stated that’s it’s apart of company standards to do so, which I knew to be untrue. He continued to refer to me as what I asked him not to call me and so I spoke to one of Michael’s coworkers. He informed me that this store is inclusive and they do acknowledge people’s pronouns. When the co-worker asked Michael to be gender neutral when referring to me, he immediately became irate. When Michael began to curse around me, I asked if I can have someone else assist me. A gentleman named Jason, who I later found out was the store manager, told me that he would help me. As I was sitting down waiting to be serviced, Michael walked past me and called me a “******** At that point, I was extremely offended and I approached Jason and I asked to speak with him. Jason was already servicing another customer and he said that he would help me when once he was done. I saw a sales associate at the check-out counter and I immediately reported what happened. I then asked for the number to customer service as well as the names of sales associate who used a homophobic slur and the store manager.Because of this unprofessional experience, I will never again frequent this store and I encourage others who do not tolerate homophobia and homophobic slurs in the workplace to not support this business. It was also unfortunate that this event occurred because it is Pride Month and I never expected this to happen to me while I was shopping for work shoes. In all, I hope that this message helps someone in the future.
