On January 25, 2025, I bought the New Balance 990 sneakers from the Akmerkez New Balance store as a birthday gift for my wife. This is one of the most expensive models in their lineup, and due to the winter season, she barely had a chance to wear them—no more than 15 times. Despite such light and careful use, the heel lining is already torn on the inside.
We went back to the store where we purchased the shoes and explained the issue, expressing that we liked the shoes but wanted a replacement, not a refund. When we bought them, the store promised to help in the event of any issue. However, once we filed a complaint, they backtracked and said they would send the shoes for inspection. Ten days later, they contacted us stating the damage was “user-related” and refused a replacement.
We are deeply disappointed. We don’t gnaw on shoes—so how could such damage be caused by the user? This is either a manufacturing flaw or extremely poor material quality, and the refusal to take responsibility is unacceptable.
New Balance clearly knows how to charge top prices, but they fail to stand behind their products. Again, we were not asking for a refund. All we wanted was a replacement of the same shoe. Instead, they handed us a generic written response denying any fault on their part.
Before escalating this matter to the Consumer Arbitration Committee, I wanted to share our experience here. New Balance must make this right and stop ignoring customers who put trust in their brand.
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