Tuesday, April 14, 2015

New Balance, You Disappoint Me

I finally broke down and bought a new pair of running shoes. I've been running in my current shoes for way too long, and they were well overdue for a replacement.

So why am I still wearing the same terrible, broken down shoes? Because I stupidly ordered a new pair online instead of going to a real store.

I order things online all the time and have never had any problems with receiving my orders, so why would shoes be different? It would save me the time of having to go to the store, and knowing the exact brand, model, and size I needed/wanted meant that I didn't need a fitting.

Hannah loves it when i get deliveries.
I went online to New Balance's website and placed my order. I also ordered a new pair of shorts in preparation for the summer. The order went through. I got an email confirmation. I got one shipping confirmation for the shoes and a second shipping confirmation a day later for the shorts.

Everything seemed normal until I went online yesterday to track the progress of my packages. I don't have a lot of money to spend right now, so buying this pair of running shoes was a big deal to me, and I was anxious for them to arrive. I was already imagining what it would be like to run in my new shoes. I was super excited!

My heart sank when I saw the tracking information. The post office claimed they delivered my shoes already. In fact, the tracking information said the shoes had been delivered three full days ago. Hmmm...I never got a delivery. I asked my neighbors in my building if they remember any packages being left. I asked my building's maintenance man if he was holding a package for me or had seen a package for me. The answer was "no". No one remembered any packages or deliveries for me.

I contacted the post office, but they were no help and insisted that if the tracking information says the package was delivered, then it was delivered. They told me to contact the company from which I ordered, so I sent an email to New Balance's "Customer Care". New Balance pretty much told me that once the packaged was shipped, then it wasn't their problem anymore. I asked New Balance for either a refund or a replacement, because I never got my order and can't afford to simply give them my money for...well...for nothing. Their response? "We are unable to ship merchandise, free of charge."

I don't know what to say. I'm trying to see things from their perspective, but the whole interaction left a bad taste in my mouth. Any show of concern, no matter how small, that I didn't receive my order would have been nice. Even if they can't offer a full refund or replacement, a small discount on another pair of shoes or any show of goodwill, would have been better than nothing and very much appreciated. I have never encountered such indifference before, especially from a company who goes on and on about their values and commitment to their customers so often.

Maybe I just have too high of expectations? Maybe I've been placing online orders with more customer friendly companies? There has only ever been one other time I didn't receive a package that I had ordered, and that company offered my choice of either a replacement or full refund the minute I contacted them about not receiving my order. I didn't even have to ask for one.


I've posted this picture several times before. These are my beloved New Balance 860s from when they were all shiny and new and super comfortable. Sadly, I won't be buying New Balance ever again. I'll be heading to the store as soon as I can to find a new pair of shoes to love in any other brand.
So...yeah...I paid full price for a pair of shoes that never arrived. I'm still waiting to see if the shorts ever show up or not.

I've also learned a few important lessons today:

1. I'll never spend that much money online again unless a company actually offers some sort of guarantee. 

2. I'll never order from New Balance again because I don't trust them to actually get my order to me.  

3. I'll always buy from my local running store from now on, which is what I should have done in the first place. 


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