Uncomfortable New Balance Birthday Gift Shoes
The sport shoes I received as a birthday gift from this brand in June 2023 have been uncomfortable despite wearing them only 5-6 times. I noticed the transparent sides starting to tear, and I promptly visited the store where I purchased them to explain the issue. They facilitated a return to the manufacturer, and I requested an exchange. They assured me they would assist. After 15 days, I received a message, returned to the store, but unfortunately, they claimed it was user error and returned the shoes to me as is. It's frustrating to spend a considerable amount on shoes that are no longer in production due to numerous complaints, only to be dismissed with a "user error" excuse by a reputable brand. New Balance ignoring customer complaints and labeling them as user error is highly unethical. I will never consider buying from them again unless this issue is resolved.
Dear Valued Customer, We would like to express our regret for the negative experience you have had. Necessary investigations will be conducted regarding the notification you have provided, and you will be contacted as soon as possible. Thank you for your understanding. Sincerely, SUPERSTEP Customer Service
Even though they saw that the shoes I brought to your store were brand new and spotless, they kept me waiting for 18 days, saying they would help (in the meantime, the product is no longer available or in production) and did not accept the return, causing customer dissatisfaction and calling it user error. There couldn't be a more absurd defense. I am truly very upset about this matter. If every customer is treated the same way, I think you should do some inspections because, after all, there is a principle of sales called customer satisfaction. I don't know how much your stores, authorized managers, and branches are aware of this, but it's clear they don't take it into consideration...
They informed me via SMS that they would not replace the product for the second time and that I could return it within three days. I have never encountered such a customer approach, such a disgrace, or such an unresolved situation with a store. I am not considering buying New Balance shoes from Marc again because the stores they provide absolutely do not prioritize customer satisfaction and only focus on sales. I also do not think I will ever shop at SuperStep again and I do not recommend it to anyone.
