I've visited this store on multiple occasions, and there is always an unwelcoming atmosphere. Staff are very rude and seem to purposely ignore you when you walk into the store. read more

Owner is horrendous! I have purchased several pairs of shoes at this store (simple transactions with employees). Today 11/30/2025 I got to meet the owner, I received a gift which someone purchased for me online. The New Balance website stated "Bring your items and packing slip or order confirmation email to any New Balance or New Balance Factory Store to immediately receive your refund. All in-store returns are free." The owner refused and said I had to return by mail as it is exactly what he would have to do, I said huh can I exchange and he said no I don't keep those shoes as they must be returned. DO NOT SHOP AT THE "JUAN TABO or ELLISON LOCATION" same owner! read more

Came in for the buy one get one at half price. They sold those shoes that were too tight worm. Home took them off and tried to return them. Guess what? No return no exchange store credit half of the value and guess what nothing in the store is of equal value so they took our money and offered us another pair of shoes for another 75 $80 after we paid for the ones we had. The store was a rip off the service was under par. We did advise them that the shoes were tight before we left. They loosen the strings and advise them to try them out for a while. Never going back never ever going back and don't advise you to leave before your positive that your shoes fit exactly right read more

The past 10 yrs. They have been helpful and efficient. Walk in and back out in 5-10 min. AWSOME Love my NB made in America shoes. Same price as others..... read more

Buyer BEWARE!! My husband was referred to this store by his podiatrist. He was looking for a pair of slip on shoes, but they didn't carry any. The closest they had were closed with velcro straps. The owner helped him with the purchase. He encouraged my husband to wear the shoes home. After an hour, his toe starting hurting. We put them back in the box and returned 5 days later. The manager looked really annoyed and told us he couldn't refund them because they were worn. He even tried to show us the shoe insole that looked worn. We informed him that he was wearing a shoe insert that was purchased that day, so he couldn't have worn the shoe insert. Anyway, my husband was upset and complained that he didn't understand why they couldn't get a refund, if they didn't fit right. My husband and the manager starting shouting back and forth. He told us to leave the store, so we did. The manager came out with a bat and tried to lure my husband back to the store. Ridiculous! Better to purchase on-line so you can return if it doesn't fit. Now we are stuck with a pair of expensive shoes that will never be worn. read more

Not sure why there's so many bad reviews / I've Had nothing but positive experiences here. TrAcy has helped me many times and I've always found her to be very helpful, patient and resourceful. And for the record...I bought a running hat about 4-5 months ago. I never wore it, still had the tags on it and I was able to return it today without any issues...none! Bought my 4th pair of shoes from this location this past weekend and love'em! People need to understand that it's getting very hard for the small Brick and mortar stores albeit part of large OEM families like new balance, to compete against the larger online conglomerates. I know I'm going to pay more when I come here but for me I'm ok with it. read more

I asked for a refund for a pair of unused shoes and insoles i had purchased from this store. The store manager, Tracy denied my request and stated that the shoes had been worn because there was specs of lint on the soles of the shoes. This is from putting them on in the store the day of my purchase, nothing more. She refused to show me the soles of a pair of shoes from her stock inventory as I requested for comparison to detest that these shoes were not worn outside of the store. She offered an exchange or store credit because i had the original receipt and was within the 30 day window. After several arguments I decided against store credit and left with my original purchase because I didn't see anything i liked. Within 2 hours I then left to the airport and boarded a plane for a vacation i had planned. I returned to the store after my week vacation and asked if I could exchange the shoes as Tracy had offered the prior week. She said my receipt was outside the 30 day window and my argument of being in the store last week to attempt a return while the receipt was within the 30 day window is void. I asked for the owners phone number and email address but was only given his phone number. I left 2 voicemails for the supposed owner Tod and never heard back from him With every encounter at this store i was met opposition and the manager was rude. I have never been treated in this way before in sales. These people don't care about the customer. They only want your money. Terrible customer service. read more

I walking into the store and was polite with Todd the salesman; he was almost non responsive & seemed bothered by asking help to get my shoe size. When I chose not to purchase the shoe, he walked off mad and just threw the shoes in the storage area floor. I will be returning to this store and will be ordering from the the online store. read more

We have been buying shoes at this location for years, we don't live in Albuquerque, but do come for vacation and get several pairs of shoes annually (family of 6, here). My mother in law also buys several pairs of shoes annually. Several years ago, my husband bought insoles here but due to living out of town, we couldn't return them right away. The guy that helped us was super unhelpful and only gave us store credit despite having the receipt. That should've been the first sign to stay away. Come to august 4, 2017, my husband, mother in law and kids, all went to this store to get shoes for school. My daughter was having a hard time picking out shoes, due to a limited selection and also limited sizes. She tried on a couple black ones and wanted those, me knowing my daughter told her no. The sales lady found the "last and only pair" of 888's in the back. The sales associate decided to not ask her to try them on, but instead assume they fit, cus they were in her size, a 4, which sounded off to me, cus she's more like a 5 to 5.5. Anyway, we didn't let the kids wear their new shoes till today, the FIRST day of school. My daughter puts on her new shoes and says, "mom, my toe is hitting the front of the shoe", upon having her stand, her toe was indeed at the very front. After sending her to school in her 860's from CHRISTMAS, from THIS LOCATION, which are too small, I called the store to see what could be done to get an exchange ASAP. I spoke to Tracy, the manager, explained my situation and the fact I live in another state. She said she did have a size 5 of the 888's in stock. I said I have my receipt and my box and promise to send the shoes back today, if they could send me the others asap so my daughter could get in proper fitting shoes. Understandably, she said she had to have the size 4's back first. I then said my mil may be able to come in and buy the 5's to expedite the shipping, Tracy was ok with that and said they would pay for shipping. I asked about the $10 off coupon being used on the size 4's and she said they can't honor that, as it was already used. I said if I'm gonna get the 5's I need you to pay for 2 day shipping and honor the $10 off coupon, she said she had to get approval for that. Upon a call back, she said my mil can come buy the shoes (nothing about the $10 off) and then my mil can mail them to me, passing off the shipping cost back to us. Not to mention the shipping cost I'll have to eat, mailing the 4's back. I was beyond frustrated. I decided to call a new balance store in my area. unfortunately, they don't carry the 888's in store, but the manager was more than willing to help me work it out, with no additional costs to me. He ordered 888's in two sizes and will send back the sizes that don't fit. He was extremely apologetic of the Albuquerque store and said that is unacceptable business practice. This location is awful to deal with, rude associates and a manger that is unhelpful. They'll happily take your money and pass off any blame to the customer. My mil is now gonna order directly from my local store from now on. Thanks for nothing, new balance Albuquerque. I'll add a pic of the collection of new balance shoes to remind you of all the shoes WE won't be buying from you! read more

New Balance Albuquerque - These are shoes purchased from this location in the last year (2016-2017). We will never go back. - Shoe Stores Near Me - Albuquerque, New Mexico

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I almost didn't go to this store for a pair of recommended insoles due to the terrible ratings I read. And also, because my sweetie bought a pair of sneakers from there years ago and got basically chemical burns on his feet in the shape of the shoe (you could see the lacing pattern on the inflamed red skin) and the staff at the time said it had nothing to do with the shoes. But it's RIGHT THERE, and quicker than ordering on Amazon. I was wary, but I was greeted by a friendly salesman, who listened to my needs and fitted me with some $45 insoles (they ultimately did not work out since the arch was a little too aggressive, but when I called today, they just told me to bring them back in with my receipt). I also looked at a pair of trail runners, thinking of maybe switching to those shoes vs the boots I've been training in for part of the Camino in Spain. He suggested I continue with the boots that have been working for me rather than buy a new pair of shoes this late in the game. I appreciated that -- he could have easily made a sale, but was more interested in the well-being of my feet than something that wouldn't work for me in the long run. He even showed me that turning my socks inside out can bring more comfort for my feet on a long hike. The cashier was also very pleasant. Maybe there has been a staff change since the 2016 reviews. I found the store to be clean, well organized and the staff attentive. We'll see what happens when I try to return the insoles. Fingers crossed! UPDATE: Returned the inner soles. At first the woman who helped me said they were "worn" and couldn't accept them back (of course- I wore them 3 times - that's how I knew they hurt my feet!). I said, "That's just FUZZ on them - they aren't dirty." She agreed and I asked if she had just a cushioning insole without aggressive arch support. She did show me the NB Pressure Relief insoles ($35) which felt better, but I opted to just get my money back right now and explore some different options. She was very pleasant and helpful and I appreciate they refunded my money on a product that didn't work for me. read more

Horrible customer service. The two ladies working at this location seemed extremely bother that me and my fiancé where there looking for new shoes. When I requested to try on a pair they brought me one shoe as if they were scared I would run out the store. Just over all horrible vibes in this place. Wouldn't be surprised if this was a front. read more

I went to this store and was not even greeted by the "salespeople" there, so we left. We came back a week later and encountered two bored sales people who seemed to be very disinterested in who was going to help us, as their was nobody else in the store and their phones seemed to be more interesting than us. When we were able to catch their attention the service was very rude and I felt that it was a blessing to them that we were finally gone. I would NEVER recommend this store to anybody! I was able to go online and buy what I needed. read more

I definitely DO NOT RECOMMEND this Albuquerque New Balance store. They get NEGATIVE review from me. I bought shoes for my dad. He was looking for a slip-on shoes, due to his age, and the store owner convinced him to buy this New Balance shoes. He did and then tried to wear it at home but was not easy for him to wear it. So we tried to return the shoes within FIVE DAYS, without wearing shoes at home or outside home, and the store employee and manager will not refund our money back. They said it's used and will only give us store credit. Very unfriendly employees including store manager Tracy. They DO NOT HAVE People skills or any Customer Service skills. I will NOT RECOMMEND this store to anyone. They ONLY WANT YOUR MONEY and not give you refund even if you follow their own store return policy. read more

The Abq franchises of New Balance are the worst I've ever come across for what is otherwise a great brand. Really shady business practices, especially by manager Tracy at the Juan Tabo branch (but the two branches have the same owner, so I doubt the Cottonwood branch is any better). I don't know why businesses think it's a good idea to fleece a customer for a couple of hundred dollars when what they're losing over time is so much more in reputation and future business. read more

Very nice store with helpful staff. I appreciate the customer service. It's nice to know that there's a store in Albuquerque where you can find just about any size, because my family have unusual feet. We will be shopping here in the future. read more

I don't even want to rate this one star. I should have listened to the review left on here before. This place is AWFUL!!! The man who helped us started out nice, but grew very impatient with my mother in law as well as my daughter. She is 5! She has a hard time choosing, but his attitude did not help. I'm happy I chose not to buy anything. I WILL NEVER GO BACK HERE! THE MEN ARE RUDE! I will stick to buying my shoes at REI. read more

Bought a pair of shoes from this place. Never wore the shoes, took them out of the box & decided they were too small. I had been jammed into a pair of shoes that were too small to make the sale. Do NOT shop as the store refused to take the shoes back. Rude staff of men. read more

The people who work at this store are rude beyond belief. They do not have a clue about customer service or customer care. Once they have your money they are done with you. I will be happy to shop for New Balance online or elsewhere and will not spend another dollar at this particular store. read more

I would NEVER recommend this store. New Balance shoes are available at so many retailers, and I would steadfastly say that you'd be better off buying your New Balance shoes from Goodwill. My elderly mother bought $200 worth of shoes and inserts under sales pressure. She attempted to return the unworn shoes 2 days later. Not only would the sales associate, Tracy, not give my mother a full refund, she also called me "ridiculous" and screamed at me when I attempted to intervene on my mother's behalf. Tracy claimed the returned shoes had been worn, although she admitted herself that she had not checked the soles of the shoes before she sold them to my mother. Additionally, these Tracy gave me the wrong phone number when I asked for the owner's name and phone number. These sales associates protect their commissions at the expense of customers and furthermore resort to berating and screaming at them. The owner, Mr. Pfeiffer, never had the courtesy to return a phone message as well. HORRIBLE CUSTOMER SERVICE! Predatory sales tactics. RUN RUN RUN away! read more

Beware of deceiptive sales practices from Tracey the store manager. First, she let me walk out of the store with the wrong size of shoes. Then, when I tried to return them she said she would order the right size. A week later when the shoes arrived they were not the same as the original, and they were so awkward to walk in I think they were defective. Then, she refused to give me a refund. Finally, she agreed to the refund, but I had lost the original card I purchased them on. She informed me that she could not refund until I got a letter from the bank stating I had lost the card and with the orginal card number. When I finally got the information, the bank said she could have put the refund back on the new card, she said it was too late and she could only give me store credit. Which I don't want. Considering this issue was Tracey's fault in the first place she should of given me the refund regardless if it was past the 30 day refund period. I dont think this situation is in agreement with NB mission statement? Why is this person still working at NB considering all the complaints she gets? read more

I don't understand all the bad reviews. I just had a great experience here. The sales staff were very helpful and knowledgeable. I ended up purchasing two different pairs and I am very pleased. read more

Follow: Still waiting for the store owner to call me back from January 4th. I contacted the company and received an apology and resolution, something expected from the owner. My recommendation: go to the store if you need to be measured for a shoe, but purchase online. This is one store I WILL NOT purchase locally. read more

purchased a brand new $140 pair of New Balance tennis shoes took the shoes home one day put them on and they were cutting into my foot. Store manager tried to give me a smaller size and refused to return the shoes. Not professional at all. Do not recommend anybody buy shoes from the store and attempt to return the 30-day return is not worth a darn within 3 days on brand new shoes. The lady at the register claimed she was the manager extremely rude and arrogant... gave my store credit away to my brother. read more

Bought a pair of shoes there yesterday. They felt good in the store. The salesperson asked if I wanted to leave with them on. I said yes. I walked to my car about 20 feet away (maybe). By the time I got home the shoes began to hurt my feet. I took them off when I got home. So I take the shoes back the next day for a return and they look at the soles and say they were too worn and so I could exchange them orget store credit only. So let me get this straight. I walk to the car in the shoes and they are too worn for a return? However, I'm sure that the next person that comes in for that particular shoe will get them as brand new. In fact, how do I know that they did not have the "worn" look when I bought them? I did not look that closely at the soles before buying. I got fed up and took the store credit and will send my husband because he likes their shoes. But after using the credit, he will never buy them again. Beware! Don't buy from them. My guess is, they will sell you "worn" shoes and even if you don't wear them, they won't let you return them. They clearly don't care about the customer. They have this sale, but lost all future sales from my family because of this. read more

New Balance will not honor their customer return policy. A lady sold me a pair of shoes and inserts for $200, promising they would help my feet feel better. However, they hurt twice as bad as my old pair of shoes. I wore them once, indoors only, and this store would not honor their return policy. Avoid at all costs!!!! Other stores like REI and Happy Feet have much, much better customer service. Update: After I left the store upon my first return attempt, I realized that they had not given me back my receipt. I went home immediately and got every last carpet hair off the shoes. Then I returned within the hour. The manager still would not take the shoes back (wouldn't even look at them) and also wouldn't give me back my receipt. The manager further said that corporate New Balance would not help me because he owns the store (and apparently doesn't have to follow their corporate franchise return policies). That last bit was pretty brazen, I thought. I called corporate customer service anyway and will update again after I hear back. I will also be filing Better Business Bureau and Attorney General complaints. Stores should not be allowed to lie about customer return policies and retain customer receipts after denying a return. These are sleazy, unethical sales practices, totally unworthy of a national chain. Update 2: Corporate New Balance says that they have filed my complaint with the franchise laison, but that they cannot give me a refund. They did offer to set me up with New Balance credit for a different store, as I don't trust the people at this store to fit me properly. He even said it could be used at a third party store. This is a partial resolution, at least. It does seem like corporate is making something of an effort. I hope this franchise license isn't renewed, because it is obvious that this store is a black mark for the entire brand. I have 4 kids and have bought 11 pairs of New Balance shoes in the last 4 years. Given this experience, I don't think we will be doing so again. read more