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April 2024 by JamT
New Balance are great sneakers. I visited their store in Durham and was disappointed. Limited range of sizes, not a huge choice of styles, very few on sale, and two disinterested young men who were supposed to help, Avoid this store and buy online its cheaper and almost certainly a better experience.
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April 2024 by Darrin
Stephen gave us the best customer service ever!!! South Point Mall location in Durham , definitely will go back….
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March 2024 by Craig noneya
Attempted to return items that were bought Ata different stire only to be told that this New Balance does not take refunds from other New Balance stores. Wasted trip. Horrible servcie.
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February 2024 by Mary Warren
I cannot say enough good things about our experience with Joshua McDuffie.He was patient, kind and went above and beyond to help my 87-year-old Mom. She is hard to fit - very narrow size - and she is very specific about what she likes and doesn't.Joshua was not only knowledgeable, he was really, really nice.My Mom ordered a pair of walking shoes and another pair is coming in for her to try. Even when it looked like there wasn't going to be a sale, he gave the same level of white glove service.Retail needs more salespeople like Joshua. Thank you!
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February 2024 by Candice Perry
I vowed to never come back to this location due to the horrible customer service I experienced prior but I just needed to do a simple turn so I figured that shouldn’t be that bad but boy was I wrong. I would much rather drive to Mebane or 2 hours to Charlotte just so I won’t have to deal with the representatives at this location. I’ve definitely learned my lesson and will not return.Mark,Thanks for reaching out. I don’t have a problem with protocol and the return process. I do have a problem with the customer service that I received. I work in customer service as well and I would never talk to a customer the way that I was talked to today. I’m completely aware that each company has guidelines that they have to follow but it’s not what is said it’s how it’s said. You’re more than welcome to call or email me.
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November 2023 by Will
Great shop in a great location. This is always my go to place when in the area to refresh my shoes. Most recent visit I was helped by Stefan and Jordan and they were fantastic.
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November 2023 by ML Russo
We had a great experience with Jordan. He was friendly, knowledgeable, and very helpful. Listened carefully to what my 81 year old mom needed, measured her feet, made a recommendation & ensured her fit was correct. She is so happy with her new sneakers and much more stable on her feet. Thank you Jordan!
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July 2023 by Mi Sm
Rude staff they don’t welcome their customers; they make you feel like why you walked into the store. They are only waiting for the shift to get over and go home. And good luck returning anything - even if it is within the return policy, they will still give you an attitude. As other reviewers have suggested, I would not recommend this store either - go to a few stores down to fleet feet. I would not be surprised if new balance store eventually gets out of business because of their staff/the way they do the business.Ps. I ordered the shoes in the store, and the store manager told me they would give me a call once the shoes are arrived. Nobody called me, so after a few weeks; I had to go there to check on them, and they were still giving me an attitude why I walked into the store.
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July 2023 by Hope Wallace
I just popped in today to see about some shoes. I’m visiting from Tucson and we do not have a NB store. I have been buying the NB Fresh foam 1080s for the last 3 years and I discussed with Stef about my plantar fasciitis. He was very patient and explained that I should try a men’s shoe for the width and had me try on walking versus running shoes. Well once I described the fit, he pulled out the 880’s and my heel pain was instantly gone! He was concerned about the width so he put in an order for me for low inventory and the owner was fine with it. My visit was truly exceptional. Rarely have I received this high level of service. Stef and Josh are just great guys! Can’t wait to go back to pick up my shoes!
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June 2023 by Kim Chambers
Went in to buy shoes….retailers looked at me and continued to help current customers….no problem! But, after waiting 5 minutes, a gentleman came in and was helped immediately….like I hadn’t been standing waiting my turn.
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April 2023 by Steven Gao
The employee who helped me (I think his name was Steph) was great. I came in a couple weeks ago to return a pair of online-bought 990v6s, and was able to do it no problem. He helped me figure out the sizing change I need to solve my issues (turns out I need a wide shoe) and even helped fit me with some orthotics. Fast forward to today, and I was having an issue with the shoe, he helped me return them. He was super kind, knowledgeable, and fun to talk to. Definitely recommend the store.
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November 2022 by Kelly Martin
I'm giving a low rating based only on the store manager. She has no customer service skills and makes you feel like even walking in the store ruined her day. When she first helped me, I didn't know she was the manager. She was absolutely no help in helping me find shoes for my needs. I put it off as an employee just not liking their job. When I came back to return the shoes a week later, is when I found out she was the manager. She seemed personally offended that I wanted to bring the shoes back and gave me attitude when I was extremely nice (working the CS industry myself). I don't recommend this store at all. If your heart is set on New Balance shoes, go a few doors down to Fleet feet.
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June 2022 by J
Went in to try on shoes and asked for a size 6 in mens, basically said no we don't have that. Didn't greet me, didn't offer to check out styles online or even try something in store and direct me in any helpful way. Really garbage customer service so I decided to also not buy the shirt and shorts they had in my size. Good luck! lol
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November 2021 by Soroush Vahdati-Shams
Very disappointing service. Came to return a pair of shoes I had bought online. Store brushed me off as they did not want to deal with the hassle. Online return policy mentioned that if you are not satisfied that you have the option of returning in-store. Store turned me away citing that the shoes had been worn. The shoes were in new condition but of course they were worn, that’s how I knew I wanted to return them. Store associate said their return policy was different as they were a franchise. Horrible customer service, recommend folks go down a couple stores to Feet Fleet. Way better service and very good return policy.
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May 2021 by Maryam Baig
Expensive, but worth the money. Your comfort is very important to them.
