I attempted to buy a couple pairs of shoes online and was unable to complete the purchase because I had two gift cards. I contacted New Balance customer service and they encouraged me to go to the store to complete my purchase. I was able to walk in at opening time and talk with Nick. He was able to order my shoes and was out in 7 minutes. Wonderful customer service. Quick and easy. Lifelong New Balance customer who will continue to drive an hour from my home to get excellent service.... Thank you.... read more

They will not take returns from an online sale even though the paperwork you receive clearly states you can return them to a New Balance store. read more

Horrible customer service and lack of knowledge by the store manager. He lied to my face about their return policy and wouldn't look my purchase up in the system, even though he had helped me just a week or so before. Once I contacted his corporate offices, he was forced to take my return. Gave me bad advice on inserts and never apologized for anything, even though he blatantly lied to me about the store's return policy, to my face, TWICE. It's a shame because I've been a New Balance customer for years. It's a good product but this guy's service was atrocious. Don't waster your time. Go to a local spot like Bob Roncker's. They've got people who know their stuff and they'll take care of you. read more

After exactly 1 season, my #newbalance L3000V2 baseball cleats heal came off. very poor construction. read more

New Balance Cincinnati - Shoe Stores Near Me - Mason, Ohio

I went in to replace my previous New Balance walking shoes, sadly they don't do that model anymore so needed a replacement. I was surprised for the size of the store that they didn't have a huge selection of shoes for both walking or running, it seemed a little sparse. First they had me walk on an ink pad that measured the way I walked to try and get the right shoe for me, I tried a couple pairs and found what I felt was the right fit, the biggest issue I had was they immediately brought over the shoes and a pair of orthotics to go with the shoe, I asked why the guy said oh they will feel better, I hadn't said anything about the fit they felt pretty good to me. It was an up sell that I didn't appreciate or need and a little disappointing to start out without really checking on my needs, plus they were nearly $50 on top of the $130 I was already spending. I told him firmly I didn't need them, I went to check out , shoes only, and was asked again at the register was I sure I didn't need them, they need to stop this practice it's a little off putting. I love the shoes, they are excellent, I walking about 30 + miles a week on the treadmill and do exactly what I need them to do, without the extra $50 !!!! read more

I had an unfortunate experience today with the store manager, Nick Grubb. I lost my receipt from a purchase 8 days ago and wanted to make a return. Nick told me that without a receipt, he couldn't do anything. I asked him again and he said he couldn't do the return. Upon calling other stores and reaching out to corporate, I was informed that not only could the store find my transaction in the system, they could refund my purchase 100%. This is the cornerstone of the New Balance guarantee. So the store manager lied to me, a loyal New Balance customer for the past 10 years. I will be reporting Nick to his headquarters and hope that they take action to ensure this doesn't happen in the future and that they discipline or terminate Nick for how he handled this situation. This is the epitome of poor customer service. Not only did Nick lose this purchase and Customer for his store, he may have lost a New Balance Customer for life. Very disappointing and could have been handled differently. Would have been so easy to provide good Customer service. If I could give less than 1 Star, I would. I would like to point out hat every other employee I've worked with has been awesome, at this store, online, and over the phone. read more

My first experience at this store was wonderful! My dad was looking for a specific new balance shoe and we called ahead asking an associate if they had the model in his size- which they did! We had been looking all over west chester earlier for this shoe with no luck. When we arrived to the store about 30 mins later, an associate named Robbie remembered our call and had my dad's pair of shoes ready to go and try on! Talk about GREAT customer service! Thank you very much we will be back again. read more

The staff are patient and always give us great deals on the merchandise. We appreciate getting discount cards in the mail for this store, and as result we have become loyal customers. Just wish they had more merchandise to purchase and try on in the store and that we could use the gift cards online also. They are always able to get the color/style of the product you want from their online site and mail it directly to your home. New Balance has great products and the staff in this Mason store are fantastic. read more

Great service! Sorry that I cannot remember the guy who helped us tonight but he was the only one working. He was very knowledgeable and had great customer service skills. read more

GREAT store, great service, lousy shoes. These are not the New Balance shoes of the past! Most are no longer made in the US, they are more cheaply made, do not fit the same, do not last as long, and I am talking the same model #'s but a v2 or v3 etc.. Beware. Why they are doing this, I have no clue. If they had to have charged a little more for the same good quality sneaker of the old days, then so be it, but what they are making nowadays overseas does their name brand a huge disservice! read more