I don't remember doing this kind of review before but I appreciate when others have warned me off of bad deals and places in the past.
The last pair of shoes I bought here was in April of 2010. I thought the fabric coming off on the inside and the banding on the outside splitting apart was unusual so I brought the shoes back and complained about it.
The first guy acted like it was my fault and ""offered"" me $25 towards a new shoe. I asked for the manager,
Chris Holland, and he went even further by saying it was over 60 days, I probably ripped it myself, etc. I pointed out that I had been buying NB for decades, that I'd always been happy with the wear, and had paid $109 for the shoes and that I wasn't happy with his brand of ""customer service"". He wouldn't call NB or do anything to rectify the situation beyond his ""offer"".
He said I could call NB and see what they say. I pointed out that he could help by calling them right now while I'm in the store. He had no reply and didn't move a muscle. I said I would call them and complain about his ""service"". His response was to ask me to have them call him right afterward ! I told him he could do his own footwork. Then he said my voice was too loud (in his empty store...) and that I should return when I had a better attitude. At this I left with ""see ya Chris"" and his sarcastic voice followed me with a ""Have a nice day"".
(Yes, his stonewalling, dancing around the problem and even faulting me for the shoes was irritating and I was upset. I didn't use any curse words or name calling. I looked him in the eye and told him how I saw it and I think he didn't like that.)
I called NB when I got home and they were just the opposite of general manager Chris at Green Hills New Balance. They immediately offered their apology and explained that the stores are independently owned and that they had no say over their actions (I guess). Then NB offered to send me a new pair and are even paying for the postage to send my old pair back for them to examine.
Maybe you could go there and get fitted for the right size and then order it online at a good discount. Green Hills New Balance and Chris Holland do not have your back.
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