I purchased a pair of new Balance shoes on Dec 13 2016. And after trying to clean them in a bucket of detergent the soles started separating from the shoe body.
According to New Balance these are " a great style for us, only I should inform you that this shoe not waterproof, nor is it meant to be soaked in water or detergent for cleaning (which goes for most shoe brands)." So apparently these shoes cannot get wet.... Hmm... What Kind of company would design a shoe that cannot be worn outside? Needless to say I will no longer be a Lifelong New Balance customer.
Full emails below: [New Balance ] Re: Soles separating from shoe after shoes got wet. NB New Balance Reply| Today, 12:01 PM You ##- Please type your reply above this line -## Your request (376243) has been updated. To add additional comments, reply to this email. Jon W.
(New Balance) Mar 7, 12:01 PM CST Hello XXXXXX, Thanks for the response, and again I am sorry for the issue with your M460LC1. I'll be happy to further address your query. The M460LC1 is such a great style for us, only I should inform you that this shoe not waterproof, nor is it meant to be soaked in water or detergent for cleaning (which goes for most shoe brands). This will break down the glues and other components that hold the shoe together, which has apparently happened to your M460LC1.
There are a number of shoe cleaning products on the market, here is a link to view the ones on our New Balance site: http://www.newbalance.com/search?q=shoe+care As this incident prevents this from being a manufacturing issue, to ensure that our product developers are aware of these issues, I passed along your experience. We take customer feedback seriously, and I can assure you that it will be noted to help us grow and improve in the future. I encourage you to first call or email the retailer from where you purchased this item as this is generally the quickest and easiest way for our customers to find a solution. They may be able to provide additional insight in determining if an exchange or refund is an appropriate option.
If the original retailer is unable to assist you, we can best address these matters over the phone. Please contact us at (800) 595-9138 to discuss further any possible resolution to this with one of our Customer Care Associates. Again, I apologize for the incident, and we look forward to better assisting you soon. Sincerely, Jon Customer Care www.newbalance.com (800) 595-9138 Mon - Fri 7 AM - 7 PM (CST) Closed Saturday and Sunday XXXXXXXX Mar 6, 5:15 PM CST Hello Sean, Thanks for your quick reply.
Please see below for answers to your questions. What is the full style number of the shoes? (this can be found on the tag inside the shoe) M460LC1 MFG Date: 9/2016 (see attachments) Where on the shoes is the issue occurring? Front Half of each shoe.
The sole is detaching from the fabric of the shoe body. How long have you had the shoes? According to my bank staments, I purchased these shoes Dec 13 2016. When did the problem start to occur?
As soon as I cleaned them How much room do you have between your longest toe and the tip of the shoe? (You can use a thumbnail as a comparison.) About a thumbnails clearance between my large toe and the tip of the shoe. When your shoelaces are tied, do the eyelet pairs across from each other grow further apart or come closer together at the top? They come closer together.
What kinds of activities were the shoes worn for? General use on weekends (walking around, shopping etc.) Never for any yard work or working related uses. How frequently do you wear them? Mostly on weekends (I have steel toes for job related activities and my old pair for yard work or heavy use) Have you cleaned your shoes prior to soaking them in Gain HE detergent water?
If so how? I never needed to clean them before. They never got wet or dirty before this past weekend. Other than the soles separating I have had no problems with these or any New Balance shoes.
Many Thanks, XXXXXXXX ________________________________ From: New Balance Sent: Monday, March 6, 2017 1:03 PM To: XXXXXXXX Subject: [New Balance ] Re: Soles separating from shoe after shoes got wet. Attachment(s) DSCF1433.JPG DSCF1436.JPG Sean P. (New Balance) Mar 6, 1:03 PM CST Hello XXXXX, Thank you for contacting us regarding your New Balance purchase. I am sorry to hear about the issues you are experiencing with your shoes, and I will gladly help you resolve this.
In order to further assist, I would like to gather more information about your experience with the shoes. Please provide more details from the list of questions below: What is the full style number of the shoes? (this can be found on the tag inside the shoe) Where on the shoes is the issue occurring? How long have you had the shoes?
When did the problem start to occur? How much room do you have between your longest toe and the tip of the shoe? (You can use a thumbnail as a comparison.) When your shoelaces are tied, do the eyelet pairs across from each other grow further apart or come closer together at the top? What kinds of activities were the shoes worn for?
How frequently do you wear them? Have you cleaned your shoes prior to soaking them in Gain HE detergent water? If so how? Once again, I apologize that your expectation has not been met and look forward to your reply so I can further assist.
Sincerely, Sean Customer Care www.newbalance.com (800) 595-9138 Mon - Fri 7 AM - 7 PM (CST) Closed Saturday and Sunday XXXXXXX Mar 5, 2:33 PM CST Hello, I purchased a pair of new balance shoes in January. Yesterday the shoes got wet and dirty so I soaked them in a bucket of Gain HE detergent water to clean them and today the soles on both pairs have come loose. I purchased this pair specifically because they were new balance. The other pair I have is also New Balance and was purchased in 2011.
My wife's only pair is New Balance Can you help me with this situation? Attachment(s) DSCF1429.JPG DSCF1430.JPG
Product or Service Mentioned: New Balance Shoes.
Reason of review: Bad quality.
Monetary Loss: $65.
Preferred solution: Full refund.
I didn't like: New balance told me their shoes are not designed to get wet.