I walked in the store and was greeted by Jason, who was already assisting another consumer. He asked me what I was looking for and showed me where I should start looking. Tarrell came into work a few moments later and he assisted me the rest of the time. Both gentlemen were extremely knowledgeable. I definitely recommend this store and these two gentlemen. read more

I really appreciated my visit here. I went in to simply try on some different models of shoes as I needed a new pair of walking/hiking shoes. Jason waited on me and was fantastic. I thought I knew what I wanted but he really helped me figure out what I needed. He was super knowledgeable about each model and what the features were that would serve me best. He wasn't pushy at all and I know I tried on at least 7-8 different pairs and sizes. I have run and hiked for 30 years; but I still learned something today. I highly recommend the foot scan they use. I knew my right foot was a little longer than my left but the scan affirmed that and that my left foot was a little wider. Thanks so much for great service and I walked out with a great pair of shoes! read more

Best customer service! Did a one time defective return for a new pair because metal was sticking through on the heel section after 3 months. Wow, impressive! Thanks New Balance! We will definitely be back! Love this store near Trader Joe's!! read more

This company promotes in large letters that they appreciate nurses, and teachers and offer discount codes through ID.me. It is very complicated to create an ID.me account just to be able to get a discount. Yet, although you go through that hassle, you find out that almost everything is excluded from promotion. Very misleading information. read more

First and last time. All I can say is limited selection and to top it off, the sales person were very not helpful and impersonal. I get it, it was Sunday and you didn't want to be there but I also work in food and there are no weekends for me but I don't come to work grumpy. I guess they don't work on commissions. My gut feeling about this store Was right. read more

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.... ;-) read more

We had a great experience with Jason today. Thank you for fitting my husband and I in new shoes and inserts. The thorough process a d time you took with us was appreciated. Thanks again. read more

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! read more

They are core values-oriented. Good service and clean minimalist store design. Don't let the small footprint fool you. 20,000 pairs of shoes in back. My big son got a 15 wide walking shoe and actually had a selection of styles! Most other places don't carry the size. Manager is proud and so were we. Second good experience I've had from a privately owned New Balance retail store. First was Birmingham Al. Still wearing cathode shoes! read more

Took the family to get new shoes today at New Balance Richmond over in Short Pump. Both Jason and Tarell were EXTREMELY helpful. Not only did they measure our feet, but also scanned them to do an analysis of our gaits. They recommended shoes based off our individual needs! The staff are truly experts in their field and provided outstanding service. They went above and beyond my expectations. My feet haven't felt this good in a long time! If you need new shoes, go by and check them out. I highly recommend this locally-owned small business! read more

This was ANOTHER great experience for our family this past Monday! Great service, and very efficient with time and checkout! Thanks for taking such good care of us and we will see you again soon! Moms new sneakers are next on the list read more

I just dealt with Jason and re-purchased shoes and inserts I had bought from NB directly. They were the wrong size. Jason looked up my past records when I shopped with him, ordered the correct footwear, allowed me the same discount, didn't charge me for shipping, and even emailed me a return shipping label for the shoes I bought away from him. One of the best customer service experiences you could ever have. He is a long term knowledgable consultant who really cares. Please note that this local merchant can do anything the NB web-site can at the same cost and that way they get the biz not corporate. Jason will be getting more business from me today!!! read more

Great customer service. Got the wrong size shoe and they exchanged with no problem. Pricey but you get what you pay for

I've been wearing New Balance for 10 years now. I always get me shoes here and not the dept store because I'm a runner and the people that work at the NB store are runners. Highly recommended! read more

~*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. read more

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. read more

Extremely limited selection considering that you're attempting to service Richmond. You can find more at a local non-specialty shoe store than here. This store location is privately owned which answers the question about the limited selection. You're unable to return something at this store that was purchased online for an exchange or refund. They will ship if for you. If you want to make a purchase online, they will do the purchase for you. In return for that purchase in their brick and mortar store, you'll get free shipping. If you're a member of the military or a veteran, you will get a 10% discount. With such a limited selection here, I can't recommend this location to anyone. I recommend trying one of the other shoe stores in the area for a wider variety of New Balance and other athletic shoe brands. read more

I just bought some walkers at the New Balance Richmond store. Their selection in wide fitting shoes is extensive and if they don't have it, they can get it for you - no problems. Sarah served me with kindness and efficiency. I haven't had such great service in a long time. Definitely would recommend this store. Thank you Sarah. read more

Excellent service. Staff exercises social distancing and limiting number of people in the store. Found it odd that you couldn't touch the display shoes, but I understand the concern about spreading the coronavirus. My sales person brought out several selections of shoes for me to put on. I believe I found a good fit. Definitely will return to this location. read more

I have been buying New Balance shoes since the early 1990's. New Balance is the only "athletic" shoe I'll buy. I have shipped at the Richmond store in the past and was very satisfied. I even bought a pair of New Balance shoes in Australia a few years ago while visiting the country. Now I am ordering a new pair online and am having them shipped to me (hopefully it will be from the Richmond store.) read more

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. read more

I was on way to Detroit and needed 6E width shoes that are impossible to find. I bought shoes in size 9 without checking or trying on. In Detroit I discover my error by seeing my old shoes were size 8 1/2. On way home to va beach, I call to see if I could switch and they agreed. When I got there they measured me first and then did all I could have ever asked to make sure my shoes were correct for my size and expected use. Polite as could be and never one word that all this was my fault (which it was). Mea culpa!! read more

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 blase 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. read more

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! read more

I have horrible feet with bad arches and tons of other issues. I have custom orthodics, but it is still really important for me to get a good shoe. The guy who helped me, Derik, was amazing! He is in school to become a physical therapist, so he understood everything going on with my feet. He measured my feet and discovered I needed a special size width. Then he spent time having me try on different options of shoes and discussing how they felt to me. It was great to have someone who was knowledegable help me find the right shoes. A great experience! read more

My experience is this store has prompted me to write my first online review- obviously, this is not a good thing, and I've been working retail for 16 years. I have oddly-shaped feet and have been wearing the same style of New Balance for over ten years- finding shoes is so difficult for me that I bought multiple pairs when I found something that worked. I finally need a replacement for my no-longer-manufactured style, so I drove out from Manchester around eleven on Saturday morning and, after waiting a few minutes, was helped by a younger white guy with short blond hair. I told him what I was interested in trying on, which he promptly retrieved from the back of the store. Unfortunately, the shoe didn't fit, so I explained my specific foot issues and asked to try on a different size. The larger size didn't fit, either, so I wondered if there might be any shoes cut on the same last. I didn't really expect him to know the details of a shoes not made in over ten years, but what I expected even less was for him to simply walk off and start helping a West End-looking middle-aged couple (I'm a 30ish longhair, hmm). Seriously, there was no attempt at suggesting another shoe or measuring my feet, no "sorry," "thanks," or "have a good day." I still had the shoe on my foot and box sitting on the floor in front of me, so I was a little confused, but after walking around a little, then sitting down for a minute, it became clear that I was old news. I replaced the shoe, moved the box out of the aisle, and took another leisurely pass through the shoes, picking one up here and there to see if I could attract another sales associate, but to no avail. I left without further acknowledgement from any of the employees, my former salesperson deep in conversation with his new prospects. read more