Disappointing Service and Communication

I am extremely disappointed with my recent experience with New Balance customer support.

I was assisted by a consultant named James, who explicitly promised that another pair of the same shoes would be set aside for me while I returned my current defective pair. Despite this assurance, I am now being told that I must pay an additional R2,379 upfront while the return is still being processed. This is not what was discussed or agreed to.

A reasonable and sensible solution would be to reserve the pair of shoes I want and allow me to purchase them once the return has been finalized. Expecting a customer to pay twice for the same product due to internal processes is unacceptable.

In addition, my request for a discount voucher was completely ignored. I do not understand why a voucher would be offered if there is no intention of honoring it.

Overall, the support I have received has been frustrating and disappointing. I have asked for a line manager to contact me in the hope of resolving this matter and salvaging the sale, but I am still waiting.

I hope New Balance will take this complaint seriously and address both the broken promise and the poor communication.