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November 2025 by Eva Eva
I would like to file a complaint about the service I received at the New Balance Factory Store in Brighton on November 25, 2025.
My family and I came to the store to purchase sneakers and a sports outfit. After trying on several pairs of shoes, we were ready to proceed to checkout. At that moment, the sales associate approached us and demanded that we take all the shoes we had tried on and put them back on the shelves ourselves.
We explained that we had placed all the shoes back in their boxes and that it is normally the staff’s job to return items to their places. However, the associate insisted that we must do it, spoke to us in a rude manner, and made us feel humiliated in front of other customers.
Because of this unacceptable behavior, we decided not to purchase the additional items we had chosen (a jacket and a tracksuit). We ended up buying only one pair of sneakers (receipt attached), and left the store with a very negative impression.
This situation is unprofessional, disrespectful, and completely inconsistent with the level of customer service expected from New Balance.
I am requesting:
— Internal review of this incident
— Proper training for the staff member involved
— A response from store management
Thank you for your attention.
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November 2025 by Lorraine McNally
Great customer service experience! I was greeted by multiple people on the way in, and a great sales associate helped me to find what I wanted! And I love my shoes -- I would definitely go back next time I need gear!
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October 2025 by Aaron Moore-Saxton
Great range of products and sizes at exceptional value.
The customer service is always impeccable.
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October 2025 by Satit Phanichyakarn
Hugh store with good discount. Have lots of sport apparel.
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October 2025 by Christina D'Urbano Marenghi
Everyone at this store is extremely knowledgeable, friendly and helpful. The deals on sneakers and gear is unmatched.
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October 2025 by Marcy C
Very big space & attentive staff. I have to go back again soon. Tough to decide when there's so much to choose from.
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September 2025 by Charis Dunn
You can turn in your old new balance sneaker for a discount! Every bit counts!
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September 2025 by Vivi
The best store the best sneakers and clothes ❤️❤️❤️❤️❤️❤️
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September 2025 by Daniel Wolfson
Best. Store. I. May. Possibly. Imagine.💫💫🫀🫁
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September 2025 by Alexander Wells
Really beautiful store. The sales assistant was very helpful. Got some great sneakers.
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September 2025 by Pimp Juice
Worst new balance store I have ever been too they will change the price of your item if it doesn’t make the store money
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September 2025 by Altyn Baigaliyeva
Love my new shoes! Staff members are so nice and helpful
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September 2025 by John Rezek
Great price on great sneakers
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August 2025 by Tim OSullivan
Great deals. You just have to be ok with the limited selections.
Got three pairs for $85 during Massachusetts tax free weekend
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August 2025 by Seth Schorr
Very good selection and seem to always have a pretty good sale going on.
