Nice products but incredibly rude and unhelpful employees ... especially the frizzy haired short woman. She seemed annoyed when I asked for help and when I was making a purchase. She can definitely benefit from some training on customer service! read more

Had a great experience here--got properly sized and found the perfect pair of shoes in no time. Jed helped me out and was awesome--super helpful and friendly! read more

My experiences here were very poor, from disrespectful manager too non responsive workers. My suggestion for you would just order online or go to a different store. read more

I went to the New Balance store in the Mosaic District recently. One of the managers, a young lady named Victoria, was very helpful and helped me pick out a pair of shoes that fit perfectly and helped match them with a pair of inserts. Victoria was very helpful and answered all of my questions regarding my new shoes. I highly recommend buying shoes at this location. read more

Finally, a shoe store I don't have to wander through a gigantic mall for. I like to keep my kicks fly, so they have shoe water/stain repellant spray here for a very good price ~$6 as opposed to the $10 they charge at champs. Also, there's currently a yelp 15% off check in offer. They staff were very accommodating with it. However, I was left standing waiting to pay for a while, since it was busy, it looked like there was on,y two people minding the shop, but a lot more customers. read more

Tried to give them the benefit of a doubt when it comes to buying shoes but honestly I'll have to take my money elsewhere in the future. The shoes are fine but the customer service in this store is lacking. How I miss the Tyson's location, but this one takes the cake in unfriendly service, demeanor, and above all else common courtesy. I'm not an athlete but I'm training for my first race in October. Read about the NB 1260 V3 and wanted to get them. Came into this store enthused and asked about their availability. Salesperson points to the wall looking more disenfranchised than ever that I had the nerve to come in and buy shoes from him. Granted they close at 5:30PM on a Sunday and I was there by 5:00 but seriously did you not want my business? Purchased the shoes and not once was there a thank you or a smile from any of the sales clerks. Really wanted to give them another chance - so I called about some female minimus shoes I wanted to buy for a friend of mine some weeks later - left on hold for 20 minutes, called back, and they said yeah we have them. No apologies for the hold, the tone of the person was as if I was an inconvenience to them. So you know what New Balance Mosaic - thanks for nothing especially this location so it looks like my money will be spent at the Georgetown NIke store, Pacers, Potomac River Running, or other New Balance stores in the DMV. read more

I was very disappointed with my experience here. There were three sales people and two customers besides myself. I had to flag the one salesperson that was staring off into space to get some help. When he did they didn't have any 7.5 sized sneakers. All out he says. He came back with no idea when they expect the next shipment in or any other suggestions. He seemed to just want me to leave so he and his buddies could just stare out into space. My mom was with me and she was asking him about a few pairs and he just ignored her. So she just gave up and left. I'm not sure what they are getting paid but I don't think that they are trained well and definitely lacked any motivation to sell their shoes or clothes. read more

Outstanding service, called to verify they had the shoe and size I needed. Customer service was outstanding and better yet used 15% Yelp check in. read more

Very poor selection. Only thing they had in a women's 11 was Hiking boots. Had to ask to be measured. Only small and medium women's socks. Much better selection, help, and service available at home in Albuquerque. At least they did not try to out me in a men's shoe. I have narrow feet. Total waste of time. read more

Melvin was so helpful! The store has quite the selection and he did everything he could to try and assist me in finding the right pair of shoes. I felt bad leaving such a mess of boxes all over the place, and even volunteered to help him clean up, but he politely refused. Great selection, great location and convenient free garage parking within walking distance. Also, they are offering a sweet 15% off check-in discount, how cool is that? read more

I found the store by checking Yelp for something near home. I admit I didn't read previous reviews first. When I told the salesman I would be using the discount that comes with a first Yelp checkin, he started explaining that the store had worked hard to overcome recent bad reviews, including retraining for the entire staff, and the departure of one particular associate who seemed to be the source of many problems. Seemed plausible to me. And the young man who helped me was attentive, polite and knowledgeable. Out of stock in my size of one shoe he recommended. But they had all of the other models I wanted to try. And I am happy with the one I picked. I had a good experience. And it seems they take reviews seriously, and take action to fix the problems. I would shop here again. read more

I've been an avid runner all my life. I've tried Asics, Nikes and everything in between but nothing beats a good ole pair of New balances. I Came in looking for a new pair of Running shoes and in came Bogdan to save the day. One of those employees that go above and beyond for his customers!He quickly pointed me towards my new favorite pair of running shoes 1080v5's! one of the last pairs they had since there's a newer model but, they happened to have my size. He then educated me on different types of shoes(i had no idea what a lifestyle shoe was beforehand) and I even bought some body glide for my Calluses the next day. I definitely recommend asking for him when visiting next time! read more

The customer service here is really lacking. You can tell the employees don't care and would rather not help. It was the middle of the day so I know they weren't closing soon, I just don't think they really like dealing with customers. My fiance and I went in yesterday to get him some running shoes, not knowing which style would be best. When we asked the gentleman to explain the difference in the styles of running shoes, he answered with "this one has more cushion than the others." I'm pretty sure we could have figured that out on our own. We decided to take some time to look at the options and I looked up reviews online to decide which ones he should try on. Once we picked a couple options, a woman with the same level of enthusiasm went back to grab them. When she came back awhile later (it took a surprisingly long time) one of the pairs was incorrect, but he tried the other pair on. Now, I'm assuming this is a New Balance store thing, but she sat down across from him wordlessly, held the shoe up in the air and made him put his foot in it, then she dug her hand in the shoe (with his foot in it) to pull laces, etc. out of the way. Let's just say it wasn't the easiest or quickest way to do it. It was incredibly uncomfortable to watch and even more uncomfortable for my fiance, who asked if he could put the other one on himself. Not only was that way of trying on shoes awkward, but she also didn't speak or explain what she was doing and made it that much more uncomfortable. After trying on a couple pairs, we asked her to go back and get the other pair we had first asked for. She eventually came back and said they didn't have it. I had to ask if we could order it, and she said "yeah, it'll take 2 weeks." So we said no thanks and will be buying them off of Amazon, which takes 2 days. We were so happy to have an athletic shoe store so close to us, but we will not be going back to this New Balance store. When I can get more information about the product online than I can in the store, it's clearly a waste of my time and definitely not worth my money. read more

Awful selection and didn't even offer other options when they didn't have my sons size available in multiple choices- we didn't really care about style but they truly had NOTHING to choose from. read more

Participated in The Fit Foodie 5K this past weekend held in Strawberry Park in Fairfax, VA, our first ever, but not our last .Visited New Balance, who played a big part in the event. We purchased t-shirts from there. They had a wonderful selection of fitness gear, and we will go back again, soon. After the 5K, there were various chefs with samples of their cuisine. Ever try Naked's Green Machine? It's loaded with all the veggies and fruits you need for the day. And it tastes great. Also was impressed with the Red Apron Butcher because there are not many true butchers left in this area. Lots of treat give aways, including Health and Cooking Light Magazines. Active.com sponsors many such health-related venues and I think it would be worth your while to participate in one. Don't live in the area? . read more

Melvin was great! He helped out with both my husband and me. We needed shoes for walking and running and he was informative and walked us through everything. Great customer service and we will definitely be back. read more

what a great staff (and service)! This is my 2nd pair of NB shoes bought at this location. The 1st pair I bought (2 years ago) - the staff was patient and extremely helpful while I tried on multiple pairs and this time the staff ordered a new pair because the in-store pair that fit me had a busted seam. Melvin was a stand-out! I highly recommend this location for their service! read more

Dan Guzman and the team here are top-notch! Very helpful, knowledgeable and friendly. Dan was kind enough to trim my custom inserts, so they'd fit my new NB sneakers. Really super team and wish the store success! read more

I had the most pleasant and satisfying customer service experience at the Merrifield store this evening with Melvin. I needed extra width sneakers as a result of structural issues with my feet. Melvin was knowledgable, and patient as we went through a number of size and styles. He was informative, and had a great command of the strengths and particular nuances of each style. He truly was working to help me make the right decision. New Balance should be very proud to know this fine young man is representing their quality product. I went to the store needing a knowledgable and patient representative to help me with a complicated purchase and he is to be truly commended. read more

Well, I just read the other reviews posted and looked at all of those stars. Not me. Ultimately, the customer service I experienced in this store was sad. Of course, New Balance shoes are great and deserve that reputation - I have been wearing New Balance shoes for over ten years. This is the story of communication gone wrong. Please be aware that I contacted the corporate headquarters of New Balance with my concerns and they said they would pass it onto the franchise owner. I asked corporate if I would hear from the franchise owner and the response was probably not. I have waited over two weeks with no contact from the franchise owner so I am writing my experience on Yelp. I bought a pair of New Balance shoes plus an expensive pair of insoles from this store in August of 2013. I asked the staff person how long the insoles should last. Keep in mind that I am not an athlete and I work in a carpeted setting. The staff person said that they would last a year to 18 months. I asked if there would be a problem returning/exchanging them if they proved defective. He said it would not be a problem. Fast forward 8 months. The right insole had developed a hole. I went into the store and talked to a different staff person who said there was no problem to exchange them but he wasn't sure which set of insoles they were. I told him that I might have the box at home so I left with the insoles. I did find the box. I threw the box and the insoles in my car and forgot about them. When I cleaned out the car a month later, I found them under some Trader Joe's grocery bags. I went back into the store the next Friday. The staff member with whom I spoke on that day said there was definitely no exchange policy and that there is no way to know how long the insoles will last. Really? What type of customer service is that? Three polite helpful staff members up to that point and them a lemon? I was basically ushered out of the store as we were speaking because he kept moving towards the front door and I kept stepping back to get out of his path. Anyhow, I highly recommend the New Balance shoes, but please go somewhere other than the store in Merriefield to make your purchase. read more

Went in with my two little girls and the staff was so helpful and considerate! They spoke directly to my kids to make sure that they not only like but are also comfortable with their new shoes and even offer to play ping pong with them outside while I was finishing up. They went above and beyond to make my errand trip as pleasureable as possible. I as well as my little ones, will definitely be back! read more

Melvin M. is the guy you want helping you. Melvin's wealth of knowledge is incredible. I walked in August 20, 2015 to return a pair of shoes that didn't fit quite right. I thought I knew my foot well enough to buy shoes that would support them properly -hell, I've only been attached to them for 25 years. However, I quickly learned how wrong I was. Melvin began by measuring my feet, then recommended certain shoes styles, recommend a different lacing pattern, and recommended different inserts. I was there for a little over an hour while Melvin attempted to find me the perfect fit. I think I tried on 20 different variations in sizes, widths, and inserts for two particular styles. I cannot express just how good Melvin is at this. I have never experienced such amazing customer service at a retail store. read more

Why doesn't their phone number work? I seem to be connected to an answering system that states that their mailbox is full. Strange.

So I don't normally post reviews on here but had to give my favorite store a chance after I saw it left Tyson's corner mall! I left only half pleased, reason being I didn't get the instant gratiffication of walking out with new shoes. The gentleman Kevin who was helping me was terrific, but whenever we decided on a shoe that would work for me he wasn't able to find it in my size. I must have tried 4 or 5 different styles for my size but with no luck. The store manager stepped in to make sure I was doing ok and I explained my troubles. He was very nice and made sure I knew that most of the styles that I had picked were available for him to order for me, but then he told me it would take up 2 weeks!! In this day of next day free shipping 2 weeks is absurd. Overall the service was great but I left slightly disappointed. Maybe when I get my shoes...2 WEEKS FROM NOW I will feel better about my experience. read more

I am so grateful to Yerimar for helping me to find a New Balance shoe that fits! It is very hard for me to find shoes that are comfortable. I have always had a very wide foot, and now I have the additional challenges of a bunion and a hammer-toe. I definitely need a shoe with a "wide toe box". Yerimar guided me to several styles with a wide toe box. She measured my foot and I was surprised to learn that I had been wearing the wrong size shoe. (I had been ordering the same style New Balance shoe on-line over and over in the size I thought was correct....until they discontinued that style). I didn't know that I needed more toe room, but I could really feel the difference when I put them on. She was very knowledgeable and helpful. She even took the time to show me how to lace them up the way runners do....I always wondered how to do that! I usually dread buying shoes (because of my many foot issues) but Yerimar actually made the experience pleasant! read more

Customer service here is awful. Saturday morning visit. Just one other person in the store. The guy working looked annoyed we were even there. I asked about kids shoes and he shook his hand toward the maybe 6 pairs on display (which are supposed to represent baby through grade school???). They didn't have anything but 1 pair to show us in the whole store and he rolled his eyes and said "well that's what we got." I then asked, can we at least have my daughter measured? He looked very annoyed again, measured one foot and was done. I asked, please measure both her feet. Then he walked away from us. I heard him mumble that there is one shoe that fits our specs other than the one on display (spec was a shoe that doesn't have to be tied) and I said, I saw several online not just 1 other. And he argued with me. This guy was more interested in being right than being helpful. What's the point of that? Things that could have been done better: a) be upbeat and friendly, b) measure both feet for a growing kid, c) with absolutely no one in the store at that time, how about get me on the NB website and help me narrow in on some options or even place an order, d) apologize they didn't have what we needed and ask if there is anything else he could do for us. Not sure how your store is going to survive here with this kind of unfriendly, unhelpful service. And then secondly, NB should not be listing this store as having kids inventory when it has almost a nonexistent display. Total waste of time. Don't go here. read more