New Balance Factory Store San Diego

John

My family and I have visited this store several times but the employees today lacked customer service skills and were unwelcoming. The supervisor greeted a customer next to me and even when she walked directly past me on a separate occasion never even attempted to offer assistance or ask if I needed help finding anything but rather made eye contact and walked past me, walking through the store. I usually prefer looking around without being bothered but this time my wife was also shopping for my son and did not receive assistance either. We found what we needed no thanks to the staff and purchased adult sneakers, 2 shirts and 2 pairs of child sneakers never once being assisted. Although I stood next to the changing room with 2 items to try on was not even offered a dressing room. What ever happened to basic customer service. These two ladies could use a lesson from NIKE staff who greet their customers at the entrance and offer assistance as they encounter a customer. Selection was not bad.

omni king

Decent sized store, but selection of quality and newer new balance shoes was limited, especially for a holiday season. The specials were not very appealing. Clothing items overpriced, better deals on line. Staff were friendly and attentive. Store location in mall was good corner spot, easy to find and to get in/out. May or may not return.

Margo Chapman

New Balance was my go-to shoe for foot health and style as well as the excellent customer service. Unfortunately, that is no longer the case. Aside from the diminishing quality of the 990 series, which alone is sad evidence of the deterioration of the brand, the customer service is bottom of the barrel. For this large global brand, you’d expect that bespoke, we feel privileged to have you spend your hard earned dollars on our products type of vibe—heck, just the same service I get from most brands, even smaller scale ones would be a welcomed experience. Instead, when I returned a pair of 990v5’s (way too short and we’re my normal size)I received no email notification that a return had been started, no communication when they received my return, and no notification when my money would be returned. After several calls to customer service, a rep told me that she would expedite my return—it had already been 11 days since they’d received my return. I called the next day to check as I still hadn’t received any communication about the expedited process. I was told nothing could be done, tough it out. When I asked to speak to a manager, the rep told me I wasn’t allowed to speak with a manager about my return. This is not how you treat loyal customers who spend hundreds of dollars on your brand every year. Very disappointed and feel like my 30 years of loyalty mean absolutely zero to New Balance. Still waiting...

J S

I used to love this store but they never ask for my email for me to earn rewards. No one walks to help especially since I don't know the new models. Out of the 3 years I lived in San Diego only 2 times I was asked for help. Today, I went and not surprised no one helped me when the store was completely empty. Once again when I was checking out, they did not ask for my email. This is the last time I am going to New Balance. As the quality of the products dropped, so did the customer service. I am switching to a new brand and will no longer wear New Balance.