New Balance Richmond

Went here an hour before closing to look for some new shoes for the gym. I have specific needs for my shoes based on the type of exercise I do, and was hoping the employees would be more knowledgable and helpful than somewhere like Dick’s.
When I got there, there was no one in sight. I stood around for a few minutes, called out into the abyss with no response, and then finally poked my head in the back and retrieved an employee who was engrossed in his phone.
The guy helped me out and recommended some shoes, but his attitude and demeanor suggested that he was doing me a favor by helping me. I got the names of the shoes I liked and I will be purchasing them online. If I’m going to drop $ 100+ on a pair of shoes, I’ll take my business elsewhere. I have pretty low standards for customer service people these days, but I don’t appreciate someone being so obvious that I’m pulling them away from their phone to, you know, do their job.

I’ve always had a wonderful experience with New Balance Richmond, and plan on returning to this location for all my running needs. They have such a wide selection of shoes to choose from. In addition to great products, I would like to point out that their associates are top notch. David has helped me twice in the past, and I don’t think I’ve ever received such attentive and professional service while shopping for anything!!! He listened closely to me while I described what I was looking for in a shoe, then proceeded to help me try on different shoes until he found the perfect one. I’m a picky person when it comes to shoes, and was very impressed by how patient, courteous, and genuine David was throughout this process. I’m certainly a lifelong customer of this store as a result of this wonderful customer service!

I came here today bc I saw that they were selling Susan G Komen laces. I hadn’t intended on buying a pair of shoes, but in the end I did get a pair of running sneakers. I only bought them bc it was such a ridiculously good deal, and I’ve been in need of a new pair of running shoes for quite some time now.
They have a nice variety of shoes, and a bit of workout gear as well. They also have a treadmill, where I guess you can test their sneakers out on. I was not offered to try it, and I probably wouldn’t have done it anyway. After looking at their laces, I started asking questions about their sneakers. I was inquiring for myself and my son, and I have to say that I was less than thrilled with the answers I got. The salesperson made me feel silly for asking such in depth questions. I thought the whole point of coming to a store like this, and not Foot Locker or some other major chain, was to get in depth answers and great customer service. I got neither of those. The worst part of the entire experience was when the guy exclaimed my shoe size in disbelief. It’s definitely a sore spot for me, and one that I don’t like attention called to. I’d hate to see how he reacted to someone with huge feet. I’m sure they would probably feel even worse. Thankfully the store was empty aside from the other salesperson, so no one else heard him. Overall he was pretty blasé about my business, and had an attitude that let me know he really didn’t want to help me. It wasn’t until he realized that I was actually going to buy a pair of shoes, that he changed his tune. I was extremely disappointed in the customer service I received today and I doubt I would come back here after this experience. The only reason I ended up giving them my business, was bc the sneakers were such a great deal. I don’t think I would do it again though. I still may return them, on principle alone lol.

The customer service here is amazing! This is my second pair in a few months and Chris, assistant manager, has been absolutely fantastic. Everyone there is super friendly, knowledgeable, and not looking to over sell you.
And the sneakers are the most comfortable I have worn in over 20 years.

I wanted to give this place more stars very badly but just can’t. I came here looking for something to help with my plantar fasciitis and window shopping for some new New Balance minimus shoes. When I walked in the store I had to mosey around for a bit before getting an offer for help. When I asked if they had any foam rollers or similar products one of the guys said «no» and then I saw two seconds later those exact products. Ok…
I picked out my item and then took a look at the NB Minimus Zero shoes for a bit. The two guys in the store were busy with other customers, so I understood they didn’t have time for me immediately, so I figured I’d just check out and come back later. When checking out I asked the cashier a few questions about the minimus and he just seemed annoyed and gave me short, matter-​of-​fact answers and didn’t really offer any more assistance.
I’m definitely willing to come back and try again because I’ve heard so many good things about this NB store. I just hope I have a better experience next time.

New Balance customer service was exceptional. The staff fitted our shoes, gave us great info regarding our sizing and not only recommended various products, but also helped us to try them on and even test them out on a treadmill. Last, but surely not least, they told us they stand behind their fit and to come back if we had ANY problems.
A week later we had to return because my husband’s new shoes gave him blisters. They apologized for the inconvenience and immediately went to work pulling new shoes to try on and exchanged the shoes without a problem.
IMHO, best shoe place so far!

I have been using New Balance shoes for about 8 years now. Before I started using New Balance, I had planters fasciiti in the heal of my right foot. Commonly known as Heal Pain. For those who have had it, know how extremely painful it is. I was on my feet a lot, especially working on a cement floor, so by mid day my foot was killing me so bad, I could barely walk on it. The Pain was Out of this World.
I went to several outlets buying varies Tennis shoes with a lot of cushion to help with the pain. Within a month, I had 6 pairs of shoes and nothing was helping. Than someone recommended New Balance, and I went into their old location. I told the young Sales person the problem I have, and also I needed a shoe for walking on Cement floor. He pointed out two different pairs and also told me to buy the Arch inserts to the shoes as he explained that I would have to rebuild my Arch up again. He took the time to explain to me how to wear the shoe each day for the first two weeks. So, when I went to work… I went with two pairs.
Within 2 weeks, I was walking again without a lot of pain as I could see it was slowly disappearing. Within 30 days, it was gone. Since that time, I have bought several pairs of New Balance as the wear extremely well. I also, buy the Inserts for the shoes as this helps continues to give you greater support if you are on your feet a lot, especially on a Cement Floor.
I was in the new New Balance store today and the Sales person was extremely helpful. I ONLY needs shoe laces as my two pairs of New Balance never seem to wear out. I will always buy New Balance as they are great shoes; perfect for your feet. They have many different types of New Balance shoes for whatever you do in work or sports. So, check them out… Who knows, you may see me in there buying another pair soon… ;-)

~*I was shopping in the Glen Allen Virginia store in the Short Pump area of Richmond. I had an issue that has been handled grossly. This is my account of the event, which I posted on the New Balance Richmond face book page: Was in the New Balance store in short pump, right, so I took my shoes off and stepped on the Orthotic’s Machine. I asked for help, I was looking at the salesman behind me through the reflection in the mirror. He made DIRECT eye contact and said ABSOLUTELY NADA. Pissed but poised, I turned and faced him and asked again, and the same thing persists. I placed my feet back in my shoes and when the other salesman came out, I inquired about his fellow salesman possibly being hearing impaired. ~*all of a sudden, what do you know?*~ He not only could hear, he could talk as well. He spoke up trying to defend himself. I left, with my money intact.
~*The conclusion: I sent emails to individuals I found on the website along with adding my accounts to a face book post. To date I have yet to receive any feedback on the incident. The Richmond Virginia (Glen Allen) Face book page was taken down and re-​created, minus my comment. I then reposted the same exact comment and now that comment has been removed. A sincere apology from the New Balance Customer Service Rep who was rude and unprofessional would have sufficed.
No response at all speaks VOLUMES. This is very bad PR (very bad).
Final conclusion: a few days after the facebook post on the main NewBalance page (opposed to the Richmond page) This situation was handled via email with a comortable outcome. I appreciate their response.