The New Balance store provides an exceptional in-store experience described as consultative, with highly knowledgeable, patient, and helpful staff. Employees are noted for being really nice, taking time to listen carefully to specific customer needs, and being truly informative. Service is consistently praised as awesome and above excellent, with staff proactively helping customers find the right shoe and the perfect fit for various conditions, including plantar fasciitis or the need for extra room like a 6E width. The process is noted as quick and simple, with staff offering discounts and readily handling issues like replacements for defective products without any trouble. The shoes themselves are celebrated as the best around, nailing comfort, support, and durability. They are viewed as great for long days or casual walks, being supportive, durable, and made to be worn. While some newer designs are seen as surprisingly stylish, the brand is ultimately valued as functional in the best way. However, a long-time faithful customer expresses disappointment and reduced confidence, noting that recent changes to specific Made in USA models like the 990 and 993 have removed a stability bar. This change is reported to have reduced the shoe's longevity and stability compared to previous versions, which were exclusively worn for many years. Despite this specific product concern for some, the store itself is strongly recommended as a great local run company with great folks, earning a five-star rating for its service.
