My wife and I had a wonderful experience! Renee was both helpful and knowledgeable. The software which reviews your feet is extremely valuable; that couple with Renee's knowledge was very helpful. Great experience all around, we both came away with a new pair of shoes for our upcoming trip read more

The one star is for this location and employees not New Balance. Went in to pick online order, first and last time walking into this store. Worst customer service specially from assistant manager. Dont know what I did to these employees but I didn't get a greeting like other customers who walked in after I did. I asked for help assistance manger reluctantly answered my question and walks away to greet and help someone else. I was looking around store waiting to see if came back but nope, he sat infront of door I had to go to him and ask for a shoe size. Ended up not purchasing anything else, will do my purchases on line and avoid this location. read more

Shoutout NB Pasadena! I went in to return an online order and wasn't expecting to be have the experience I did. Or purchase another pair as the colorway I liked was sold out in my size. I decided to take advantage of the 3D fit they offer at this location. Jeff assisted me and was beyond helpful. He was genuine and engaging in the way he recommended insoles for my low arches. I really appreciated his customer service and candor. I walked out a very satisfied customer and spent less than I imagined I would. Store was dog friendly as well. :,) read more

New Balance - comfort over style in your 30s - Shoe Stores Near Me - Pasadena, California

As soon as I walked in I was greeted with 3 different people asking if I needed help. I was actually caught off guard how everyone was willing to help. I wasnt sure what I wanted to get when I first walked in, but my family practically forced me since my old New Balance I've been wearing for years was falling apart. What can I say... New Balance can be a little pricey. I guess it costs a lot for comfortability. Most of the comfortable ones are almost $200 and who the heck wants to buy $200 pair of shoes unless you're forced by family members like me. Would I come back? Definitely! Staff was so friendly and really helpful. They're not pushy and they keep their distance to give you space, but also know when to check in if we need help. read more

Hiya! Came in today to buy shoes for my trip upcoming in September and they were very helpful and informative on the best shoes for walking long distances and what I shouldn't get. Me and my boyfriend also got our sizes checked and found out if our arches were supinated or not which was very cool. 10/10 will be recommending family and friends to come purchase at this store. Quick and easy and worth the time! read more

Excellent store for New Balance and close to Old Pasadena. Plenty of selection of shoes for different activities and apparel. There was even Shohei Ohtani collab apparel set up in a part of the store. I came in with my husband and was helped and given even advice in maintaining shoes and my feet since I am a runner. The store had the shoes that I needed in stock and the manager took his time with me to get the proper size, fit and insoles. He was patient, and I felt that he loved helping others. We did end up purchasing shoes and the proper insoles. In comparison to the Silver Lake location, I really liked this Pasadena location more. The customer service at Silver Lake is very poor and I felt like I was being rushed into making a decision in purchasing a shoe there that I wasn't comfortable with. In the Pasadena location, I felt confident with my purchase, and would come back in the future! read more

My family and I went in to have our feet scanned in the hopes to find the perfect fit and we were met with wonderful customer service. The store was busy, but we still received help and attention from the staff which we appreciated because we were unsure what to buy. They had a large selection of options and they had both regular and wide widths available. They helped us identify our ideal styles for arch support and our feet's needs. They were also having lots of sales in store on select items not found on their website. I want to give a special shout out to Jonathan the assistant manager. He was super knowledgeable, kind, and patient with us while we were trying to get everyone's ideal shoes. we all left with a new pair of shoes and wonderful experience we will be sure to share with our friends :) read more

See all

Great service by Jeff. Friendly, very helpful, and he got me the 990 running shoe I needed. Awesome job! Thank you and I'll keep coming back. read more

Jonathan & Andrea are super knowledgeable and helpful. My family & I have bought multiple shoes here recently because of their service. Great location & quality people! read more

You're gonna walk about feeling good with your new New Balances ! I just purchased a new pair of 990's the black gray & whites ones today . I was greeted by José a Team Member there or maybe he's a Manager and if he's not he should be ,the day before yesterday I was un sure about treating myself to a new pair my old ones are done for, he said I have a pair of 13 wides in the back and I have the all black ones too !! I was hesitant on the purchase he said don't worry I hold them for you if you decide to come back later So I went back today and purchased them it is the Holiday season so I treated myself why not I'm worth it ! So today I returned and he was cool Hey I got that pair on hold you want to check them out I was like sure . If Jose didn't bring out the box I wouldn't have probably purchased them today . It's so hard to find good customer service & a good product all under the same roof these days he even laced them up for me I could never get the lacing right myself I appreciate you Jose for making my shopping experience at New Balance a good one I can't wait to break them in London on Thanksgiving when my wife and I go visit our daughter tomorrow. I'm gonna be walking all over the UK & Paris way more comfortably . I fully recommend this establishment to anyone looking to get a pair of New Balances this is the place look no further Tell them PokerDad some you ! Thank You Jose read more

See all

Weird service. Seem likes they don't want to make sales. 4 workers just walking around, I had to ask if they were a worker because just standing by the clothes and I wanted to try some shoes on. Brought it out but didn't ask me if I wanted to try another. Then went to the computer. I just walked out because it didn't seem like they wanted to help me :/ read more

Got my feet measured and was looking at basketball shoes and shorts. Jonathan was a huge help and very genuine and went in depth talking to me about basketball shoes. Much appreciated! read more

I paid for a pair of 1080 v14..so great service. I requested for the shoes to be delivered at the store. However, I never got an email or call with regards to my order. I called and they told me that my order did not go thru. Huh? Where is the customer service? I should have at least got a call or email. But instead I had to call and they had told me that the warehouse may or may not have the model or the shoe is not available anymore?! So, why did the store not inform me or call me ?! When I called, they were so NONCHALANT about it as if its a NORMAL thing. Oh well, what can I do. I never complain when it comes to these things. However, with this i felt like I was disregarded as a customer who had already payed. I was ,again, nonchalantly told they could just refund me or reorder... Im just perplexed with this service. read more

Overall review: 2/5 average amongst the separate reviews below CUSTOMER/SHOPPING experience: 3/5 rating - getting sized on a running shoe with new balance is hit or miss. Sometimes employees are helpful other times they are not - If a shoe is sold out in a size they don't even bother bringing out alternative items to try out. - This store has decent selection, they carry the made in USA products if you care about the more popular releases but if you're looking for clearance products then a factory store (not this one) may be better suited for you. Also they dont carry collaboration products like aime Leon Dore, Joe fresh goods, etc. PRODUCT RETURN experience: 1/5 rating for customer service. The Assistant Manager "Jonathan" difficult to work with. As soon as I walked in I wasn't greeted and he kinda just stared then said they don't accept online returns. I had to be extra assertive when requesting to return a shoe that I made an in-person order at NB Factory Store in Ontario. I even had a slip that came with my order stating that I can return at either a store in-person or ship to the NB warehouse. Supposedly this Pasadena store is an "independent franchise" and "Jonathan" made it seemed like returns from online orders are not possible without even trying. Took a while to convince him and had to ask "can you at least try it out, you haven't even ran it into the system?" Just a heads up: if you purchase an item from a NB factory store with a re-labeled box, most likely it's a b grade and you cannot return to a new balance store unless it's a factory store/outlet. Their other employees are very nice and helpful. Renne (male) specifically helped me with the return and didn't give me bad vibes the way Jonathan did. read more

See all

Not even a look our way for assistance. Terrible customer service. Employees really couldn't bother

Johnathan was absolutely great! Friendly and welcome store with great people representing the brand. read more

New Balance - Shoe Stores Near Me - Pasadena, California

The best customer service I have seen in a while. Erick stayed after hours just to help me and my mom, brought the shoes for us from the storage and was very helpful. Thank you!! read more

I brought my daughter back since she was eyeing a pair of 530s. Jeffrey helped with getting her feet measured by the scanning machine and she was able to try on 2 pairs to make sure the size was right for her. Nice service and great to have the shoes in her size in stock to try out. My son also got his feet measured but he didn't want to get anything this time. Large store with lots of selection and easy parking. read more

Clean, spacious store and free parking lot! Assistant manager helped get my return started while we browsed the kids' shoe collection. Some designs offered but not all as expected. Will likely come back for adult shoes or clothing. read more

First time New Balance customer and the difference between NB and Vans is remarkable! Was helped by Dante, he has great customer service. Had my foot 3D scanned so I was recommended shoes to support my feet. I was in between regular and wide and decided on the wide for extra comfort. They have a decent size parking lot. Store is clean and well maintained. read more

New Balance - Entrance - Shoe Stores Near Me - Pasadena, California

Erick took care of all my needs. This is the best store around. The store even was redesigned and looks great. Great staff.

Came in wanting to buy the fuel cell rebel v5's, not a single person came up to help me 10 minutes even with multiple employees present so I left. read more

Arrived at about 12:30pm on a Thursday with nobody in the store. I was looking for trail runners for an upcoming trip in two weeks. Three guys behind the counter were just chatting it up with no one even greeting me or acknowledging if he could assist me. I even walked up closer to the counter and they continued their bro time. Lousy service, no wonder their parking lot and store is empty. read more

I love my new shoes. I did read a few reviews of this place and, no one greeted me at the door. They weren't that busy. Big mistake. Huge. CHAD, saw me, looking lost, and was a huge help. Just coming from tennis, I needed to wash my hands before trying on shoes. Restroom was clean. Chad told me where the ladies room was, then we got down to the shoes. Originally, a friend pointed me in the direction of this particular shoe to help with some heel pain I've been having. These Fuel Cell Super Comp Trainers are so awesome, I bought two. They didn't have the color I originally wanted, but that's ok, Chad has the mint color coming to my house. He also hooked me up with the insoles for extra support. Cut them to size for me so I don't have to do that myself. They never come out right when I do it, always off. Anyway, New Balance in Pasadena- thanks Chad. read more

New Balance - Shoe Stores Near Me - Pasadena, California

I am so pleased with the customer service at this store, especially from Eric/Erick! I usually don't seek much help when shopping for shoes, but since these would be my first pair of New Balance for a trip requiring a lot of walking, I was open to it. I came in looking for a specific model and they didn't have my size. Erick measured my feet using a cool, high-tech device and offered knowledgeable recommendations and info about my feet I didn't know about. Super helpful! He suggested a few other options without being pushy or upselling. He was very nice! I ended up with a completely different shoe than what I had in mind based on his advice and measurements, and I'm very pleased with my purchase! Plus, parking was easy in their lot. Love this store! read more

Excellent shoes and excellent fitting. Got some comfy walking / running shoes and got some in soles to fit my wide and flat foot.

Mark & Chad/Brad the managers was such a patient, helpful and helped me return the items to get the Yelp 10% discount!! Mark asked I walk across the carpet to see my style of walking. I didn't know I had coagulated feet ? I highly recommend using the machine to figure out your unique size and insole I was so tempted to go based on looks but I had to remind myself what would be best for my feet and the way I walk. Great help from all the staff especially because they didn't make me feel rushed or feed up with asking for more sizes. Sorry and thanks!! read more

See all

Amazing service by Erick, it is thanks to him that the the decision to buy the high quality shoes offered here a no brained. I can safely say that you can buy the best shoes money can buy here. read more

I don't write many reviews but I was so impressed with Renne's customer service I am writing this review. I went into the store looking for golf shoes (unfortunately they do not carry golf shoes), I ended up buying two shoes. He was very knowledgable and super friendly. If New Balance gave out MVPs, he would definitely earn it. He made me a fan of New Balance. read more

Went in today and was helped by Eric and let me tell you it was one of the best shopping experiences I've ever had. He really takes the time to listen to your needs and also get to know you as a person and that's very hard to come by these days. 10/10 experience read more

Came in ready to spend my money on a couple pairs of shoes, but there was little to no welcome. Asking for sizes in shoes almost felt like I'm asking someone to hurt themselves and if there wasn't anything in my shoe size, then there was no decency to let me know, "hey sorry these weren't in stock for your size. would you be interested in --?". Guess these guys aren't paid to sell. One gentleman with glasses was quite helpful. Other than that, everybody else's customer service was utterly abysmal. Better off getting better customer service at a mcdonald's. Not gonna lie, that ruined the new balance experience for me and I left without spending a dime. read more

So I stepped in wet paint, small desaster. Ended up needing a pair of sport shoes ASAP. I called the NB store in Pasadena, Jeff answered very professionally and politely, gave me perfect customer service (which we don't see much anymore). I had uber pick up my shoes and within an hour my shoes were in my hands. Thank you Jeff. read more

The young Hispanic lady was very kind and helpful to me. She help tie my shoe laces due to my disability.

Sitting here for like 30 Minutes no one attending us lol they even leave the store unattended read more

Great store! Highly recommend going in and buying shoes the old fashioned way versus online. I took my mom, aunt and uncle here on a busy Saturday. The Assistant Manager, Jonathan, helped us out. He was extremely knowledgeable and patient while helping all four of us! He used the in store foot scanner to properly address each of our feet to help find the appropriate shoes to support us. It was the best retail experience I have had in many years and reaffirmed my belief in customer service and that online shopping cannot meet the level of a strong in person sales person. A+ for Jonathan and will definitely seek his assistance every time I go back! Thanks!! read more

New Balance - 3d foot scan - Shoe Stores Near Me - Pasadena, California

This was my first time at this store going to help get my very pregnant girlfriend some comfy shoes and let me tell you my experience was 10/10. A very kind lady named andrea helped her figure out her shoe size and even recommended what kind of shoes would be best with her feet type. She really made us feel welcomed and checked in with us after to see if we liked them. I was able to buy my girlfriend her very first pair of new balances thank you andrea! read more

A lovely place and assistant manager Jonathan is simply the best! Kind, courteous, and understands how to well fit a shoe. Highly recommend. read more

Came in the other day to new balance and got helped by Erick he was amazing at his job felt like I got the help I needed he was really well knowledgeable of the shoes that would go with my foot recommend me some insoles and It's been a game changer shoutout Erick !! read more

Service has never been friendly. Not helpful. Not welcoming, so it's awkward when you walk in. After my third experience in store, I have resorted to ordering online. I learned it's an independent store so it is limited, not very many popular styles. read more

I love this store!!! Mark waited on us and he was very professional and I wondered how much training he had had in shoes and podiatry. This person knew a lot. He asked a lot of questions. He observed us and how we walked to tell us what he saw about our feet and which shoe would be the best one for us. We had wanted to buy more than one pair but the second pair wasn't in our size so he set it up with the store that had our size so we could get it. It's a ways to the store in Pasadena but I can tell you this I will only shop there. After we were done he cleaned everything. He cleaned the chair we sat in and even the machine for our credit card. The store was very organized and clean. They all wear masks and only a few at a time are let read more