It is such a pleasure to write a glowing review for service! A few days ago Adam, a highly trained staff member, showed genuine attention to my individual needs. Yes, when I arrived there were few customers, so I took advantage of getting my arch and feet measured to determine best fit. While I have grown accustomed to a specific shoe, Adam suggested I try different shoes based on my arch and required support and he was spot on - the fit was perfect! During my rather extensive time there exploring new options (trying them on, asking questions, pretending to run...), more customers began arriving and Adam adeptly handled providing quality service to me while ensuring that the rest of the customers were acknowledged and getting to their needs. I never felt neglected (I really dislike when customers get ignored, either by arriving and waiting or by being left to fend for themselves when newly arrived clients show up). I left with a new pair and a renewed desire to continue being a New Balance customer for my running needs. In terms of the store's other qualities you may not hear in other reviews: I loved their playlist - music is such an important component to the shopping experience. read more

I've visited the store on countless occasions in the last 3 months. My wife and I have both purchased shoes from the store. The employees are very helpful and don't try to up sale you on socks, laces, etc. As a sneaker collector I'd like to see some of the collector type sneakers in the store. New Balance Costa Mesa carries all the latest releases. read more

Cesar was very helpful and patient, instantly assisting me as I walked through the door. Great experience here in finding my new shoes. Quick and knowledgeable, he knew exactly the kind of shoe I was looking for and was able to suggest the perfect fit instantly read more

As always a great experience provided by professional and experienced personnel. There's a reason why I keep coming back.

Visited this location today for the first time & i was happy with my visit. We were greeted & offered assistance as soon as we entered. Although they didnt have the shoes in the color i originally wanted (burgundy 247), they hd a pretty good selection in other colors and styles. I ended up getting the 247 style in gray. Ive never owned a pair of new balance, but im pretty happy with the pair i got today so i'll definitely be back soon for another pair. read more

Just bought my annual 990's... Great spacious store - easy parking. State of the art technology. Most importantly, the salesman Thomas R - was highly informative, and professional. read more

I went in here to check out the new minimus trail shoes. Heather, the assistant manager helped me. Heather was great, she was very knowledgeable about the shoes and helped me choose a shoe that fit well and felt great. Sadly the shoe I fell in love with was only available in colours I didn't like, I bought them hoping they would grow on me, but ended up returning them. The return was totally hassle-free. I called a day later and spoke to Alex, who checked stock at their other stores and even called to place a pair of shoes on hold for me over there. I checked them out but sadly didn't like them either. As far as the store, the prices may be significantly higher than the NB website because the stores are independent but I didn't mind because the service was exceptional. They're not as well-stocked as I'd like though, they only had 2 of the 6ish colours that the shoe comes in, and they don't have all sizes of men's shoes, so I didn't have that option either. I'll definitely go back when I need another type of shoes, service was great. read more

They resolved the problem by replacing the shoes They do know about a problem with several models of shoes Stores know but customer service does not. Call the store not customer service if you have similar problem read more

I took my son to get fitted for a new pair of running shoes. He has unusually wide feet and a high arch. No pair of sneakers fit well enough to wear for a prolonged period. The big name makers of running shoes never lasted for long and created more pain than comfort. Today he was professionally fitted for a pair of shoes and the price for the shoes was more than previously paid for but his stride after being fitted was pain free. Salesman was knowledgeable and patient and was more than willing to spend the time to make certain he was fitted with the shoes that worked for the shape of his foot and not just the size and width of his foot. Outstanding and I would recommend strongly that if you have feet that are difficult to fit with sneakers go to this location! read more

I doubt those who gave this place One Star... Went in to actually just try a new model & was blown away by the professionalism, thorough knowledge & friendliness of the staffs. They were so attentive that even in the midstcof assisting other customers they came to me & asked me if I hqve been helped plus, took time to explain the questions that I had. I applaud that! Best of all, I found the sneakers that fits my need! Thanks for taking care of me guys! I will surely enjoy my brand new Fresh Foam Running Shoes! read more

My wife was having foot issues. I recommended her to use NB Supportive Cushioning inserts; they did magic for me. However, it did not help her. I went to the store and Jeffrey provided me great service by taking hers back and giving me a pair of male inserts, even though a receipt could not be relocated. Now I know why my wife is a regular there. Keep up the good wotk, Jeffrey! read more

So I walk into New Balance expecting to get a clerk that knows his stuff seeing as all of their shoes are over 100 dollars.. however I got a smartass that made the whole experience horrible.. this guy tried selling me the most expensive shoe right from the start.. I wish I would of got his name.. love the shoes but hated the customer service.. I work hard for my money so if I'm gonna spend that much money I expect the associate to know what they are talking about.. I get better service at Big 5. read more

Look for Thomas if you want to be taken care of. He show us all options that work for us and there is a cool machine measure ur feet awesome Tom make it outstanding. I love this place read more

I like the shoes here. They go really good with relaxed fit jeans (I can't wear skinny jeans cause my moms says no). I also have some non slips for work. I haven't slipped since I got the the non slips. Exactly what you'd expect from shoes that say that they are non slip shoes. read more

I love this place! Ask for Adam! He's the man! He helped me with the insole fitting and the perfect shoes. Thanks Adam for helping me to get on the right track. My feet thank you. And me too. read more

Fantastic customer service . My wife is 6 months pregnant with swollen feet :-/ Chad had tons of patience and assisted us with a customized pair. My wife and I were truly impressed and will be back for our next pair . read more

This store has an excellent, knowledgeable staff. When I walked in every staff member was helping a customer, however, they acknowledged me and said they'd be with me as soon as possible. Adam was the best. He understood what my brother needed. Measured his feet and recommended some shoes based on the design/purpose my brother wanted. Found the perfect shoe !! He'd been looking for months. I will be back! Thank you so much Adam!! read more

Staff is so nice. Great customer service. Treyo and Jeff were so helpful to me on my visits. Totally recommend this place. Huge and have great selections. read more

My family only uses New Balance. We feel it's better made and more affordable than Nike. Love coming to the store I always receive excellent customer service. read more

Went to Nike in Pasadena Old Town initially. I was completely ignored. No service. So I walked out. Came to New Balance down the street. Service was friendly and helpful. They got my business and I walked out with my new shoes and felt very very happy! Customers service makes all the difference! Their plentiful and free parking also adds to the shopping experience! read more

encontre los tenis que quería a un buen precio, que por cierto son muy cómodos de muy buen material excelente diseño, me gusto que trataron de ayudarme en mi idioma español. read more

I came in today to see what type of feet I have since I've been wearing out my running shoes too much. Tory helped me gain insights into my feet and the type of shoes I should have been buying all these years! He was no pressure guy and very knowledgeable. They will keep my info on file so I can return and get the right shoes all the time. read more

I want to thank Mr. Erick for the patience, recommendations but most of all his professionalism. My boyfriend and I were every impressed with the service. He walked us to our car! We have no relation what so ever. He's just a genuinely well matter great attentive person. My boyfriend found a store he will be coming back in the future. I also want to thank the gentleman (technician) that help both of us with the inserts. I forgot his name. Over all the staff was friendly and welcoming. Thank you once again! read more

Went here to buy some shoes for my mom the staff was super helpful! She always has a great experience and the comfort she feels in these shoes is amazing!! read more

Just met Val, who measured my shoe size & fitted me with my first pair of New Balance shoes. They are primarily because of my plantar fasciitis & Severe bunions. After Val's profession help, and wearing my shoes for less than a week, I can honestly say, it's wonderful to have feet that are pain free. I am grateful to Val and my podiatrist who referred me to New Balance. When my feet are happy, everything is good. Thank you Val. read more

I dont know what happend to this place I been coming here for at least 2 or three years my experience now with them extremely poor customer service it seem more like a choir to them to help me rather that provide me with good service that they will usually do and they really inconvenience me with my shoes I won't be coming back and that's good for me bad for them!!!!!!! read more

This store made custom orthotics for my New Balance shoe and they changed my life. I buy all my shoes here now. Adam is the orthotics expert. The service is great. read more

I had a terrible experience at this store today. I returned running shoes that I had purchased a few days before and had only worn in my home for a few minutes. The clerk told me couldn't sell worn shoes and refused to credit my card, giving me thE only option of store credit. This has never happened when I've bought New Balance online. I was cheated. read more

Great customer service. See Eric, fit specialist. Free water bottle. Wouldn't go anywhere else !

ORDER NEW BALANCE SHOES ONLINE - NEVER BUY THEM IN THIS STORE Don't ever buy a pair shoes from this store. Go there, get your size then go home and order them online with a smile. Here is the reason why. The store is managed terribly. I have been to this store three times in the same number of years. Each time I am disappointed by the number of popular shoes they have in my size. Like zero. I wear a size 11EE. I had the computer imaging done there, the whole shebang. New Balance is one of the only companies that makes shoes in wide widths. This is one of their competitive advantages over Nike, Reebok, Etc. Most of these other brands sell athletic shoes only in a standard D width. I can't shop there, New Balance is company that has what I need. New Balance is the company many people, who like their shoes to fit correctly, must come to and get the correct shoe. The most common men's shoe sizes are 10-10 1/2-11. This is not rocket science. But this store never seems to have any 11EEs. Q: Well maybe they sold out...? A: They should order enough to cover demand. They don't. Management Error Number One: Not tracking sales lost due to insufficient stock. Not ordering enough shoes in popular styles/sizes. But wait there's more... On my last visit (Monday the 13th, 2015) I found a style I liked most, of course they didn't have it in my size. I even told the salesperson... "I bet you don't have my size, cuz you never have my size... " I was right. So I picked another, and another, and another, and another... nope, nope, nope. I was there about 45 minutes. Finally the sales person got tired of going back and forth and said he would order the shoes from the Santa Monica Store. He could have them shipped right over over. (Miguel store sales person). I did buy another pair, not my 1st, 2nd, or 3rd, choice... but they fit and I need shoes. Wednesday arrives and no call from Miguel. No one called me... I call the store in the late afternoon and spoke to Miguel. He has no recollection of our discussion. (I was the only one in the store and the first one there on Monday morning... but he doesn't remember. Ok Fine) ... no notes, no knowledge of the model number, no recollection or record whatsoever. Suffice to say the shoes and the request... my time and patience all lost because this store doesn't have a way to track shoes ordered. It was lost, gone from young Miguel's memory bank like so many puffs of bong smoke. Management Error Number Two: No system for tracking shoes that works. ORDER NEW BALANCE SHOES ONLINE - NEVER BUY THEM IN THIS STORE read more

Wonderful selection. EXCELLENT staff to include extremely knowledgeable in products and services. Grant was the associate who assisted me and I was well pleased with how good his customer service skills were. He is very knowledgeable of the products and provided me with the foot graph service which he then was able to determine the exact arch and shoe supports I needed. read more

A better choice for a brick and mortar running store nearby is Run With Us-235 N Lake Ave, Pasadena, CA Phone: (626) 568-3331 We returned the shoes and ordered exactly the same shoes online at Road Runner Sports (roadrunnersports.com) for $10.00 less with free delivery in 2 days. Big companies wonder why their brick and mortar stores are doing so poorly? We came to the Pasadena CA. New Balance store on Arroyo Parkway Saturday afternoon 1/6/18. We selected two pairs of shoes totaling almost $300.00. Our debit card with more than enough funds was declined for myself and my wife but a different credit card was accepted. We called customer debit card services and verified that there were no problems with the debit card. We asked the New Balance store manager why this occurs. The manager said "... there is a lot of fraud in shoe stores...". We returned the shoes and ordered exactly the same shoes online at Road Runner Sports for $10.00 less with free delivery in 2 days. Hey New Balance: Don't imply your customers are committing fraud by using debit cards. If you don't accept debit cards post this on your front doors. Really bad experience and will not be returning to this store. A better choice for a brick and mortar running store nearby is Run With Us-235 N Lake Ave, Pasadena, CA Phone: (626) 568-3331 read more

Came here to get a new pair of work shoes to help with my high arches (they were giving me a lot of back and feet problems since standing for 14 hour work days is quite a bit). It was busy there and many associates were already taken up by other customers. We waited a while to get the foot analysis they had. The assistant manager greeted us and asked what we were there for. We told him we wanted to get analysis on our feet. He proceeded to help us out but his attitude was just straight up annoying. He seemed like he didn't want to be helping us and everything was feeling rushed, as if he had better things to do. He kept telling me to bend my knees awkwardly to get analyzed and move my feet (he wasn't specific so I didn't quite know what he was wanting me to do). He seemed to keep getting annoyed and gave me some serious attitude when I wasn't shifting like he wanted me to and even shoved my foot around roughly. Once that was done we asked him if they had slip resistant shoes and he said they had one, the 626 or something. We asked him which insole would be the best and he pointed out the ones best for high arches. He then proceeded to go get the shoe I wanted and then comes back and tells us they don't have any (while we waited for him, I was telling my husband how I was disliking his service and he agreed. I really wanted to tell him I didn't want his help and would rather wait for someone else that really seemed to be detailed and customer oriented, since they were spending so long informing the customer). Gladly, they didn't have the shoe in stock. We asked what store they had it in, and he said they had them in Santa Monica. They had such amazing service there compared to this "assistant manager" here. We blew out 700 dollars on shoes there and the service the shoe expert gave us in Santa Monica was so well worth it. Definitely will drive an extra 20 minutes there. So disappointed. I hope he realizes he looks like he really is miserable there and leaves. His service is definitely not wanted. read more

Stopped by this store with my hubby on Sunday 2/20/11 and was immediately greeted by staff which was nice. Sales clerk, Ben was really great. He asked us if we needed assistance finding anything, and wasn't too pushy. He gave us space to shop and browse at our own pace, which is nice because pushy sales people really turn me off! My hubby has really extra wide feet so it is nice that this store carries wide shoe sizes. He also prefers the shoes with the roll bar inside of them. He found the New Balance 1123. Ben measured my husband's feet and brought out different sizes to help him find the best width. My hubby typically wears a size 8.5 4E. Ben brought out this size as well as a size 9 4E and 9 6E. He helped lace the shoes and put the shoes on my hubby's feet. He even trimmed the new shoes soles we purchased so they fit perfectly into my hubby's shoes. Really great service and with a smile. We could not be happier with the service we received. Most importantly, my husband is happy with the new shoes he just purchased! I would definitely recommend this place for people shopping for a good pair of sneakers or for people who have wide feet. read more

Just FYI, I found an excellent selection of NB at Off Broadway Shoe Warehouse on Sunset in Hollywood. They had my size in ALL the sneakers, and were the exact same ones that were in the store, but $5-10 cheaper. Much more helpful sales people and a better experience. read more

Favorite location to buy NB Shoes!!! We found two good sales reps that are helpful. They honor discounts during Labor Day weekends that South Coast Plaza would not honor. Thank you!!!! read more

I went in on Sunday and I was greeted immediately by a young lady (tall.) I learned so much about my feet as she put me up on this measurement device that they have right there in the store. Not only did the shoes she suggest feel great but now I'm letting all my family and friends know. Thank you for your amazing service New Balance! read more

I stopped at New Balance on a Sunday afternoon to find myself a good pair of walking shoes. I went in the store, stood in front of the walking shoe section and waited. Not one sales person stopped ask if I needed help. After a few minutes of trying to make some sort of contact with someone who could help, I got frustrated and left. The was the extent of my experience at New Balance. read more

I went there just to buy a couple classic styles in black and white---seems simple enough, right? WRONG! I understand it was a busy Saturday but I was literally standing in the middle of the store w/4 styles to try on, trying to find someone to help me. This nice sales person was in the middle of fitting someone, told his customer he'd be right back and got someone to help me. Finally! But they were out of stock in EVERY style i liked...in black and white. Very disappointed. read more

I would totally recommend coming here! The service is great. Val was really sweet and helped me pick out the right running shoes! She's very knowledgeable about the shoes! I will definitely be coming back. read more