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December 2023 by Alyssa F.
Great Service! The assistant manager, Jonathan, was very helpful and informative on the different shoes and his recommendations! He was very patient and answered all my questions.
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December 2023 by Angela O.
The worst service I have ever received. Was not greeted when i walked in, which is fine but then was not greeted or even asked what I needed when I was literally standing in their face. There was a gentleman at the register counting their cash, I waited so long I finally had to ask for help and the same gentleman who was what looked like closing out told me to wait and that someone would be with me soon. Keep in mind there was another rep who was standing right next to them who proceeded to hang clothes before asking me how they could help. I felt as if I was inconveniencing them. This is the exact reason why I shop online and ended up buying shoes online.
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November 2023 by Jessika I.
Awful service! Tried to get even exchange they would not honor the even exchange because it was an online purchase. Same company no third party involved. Oh register has a sticker no runaround return or exchange policy. Waste of time.
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November 2023 by Brittany G.
Sitting here for like 30Minutes no one attending us lol they even leave the store unattended
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November 2023 by Philip C.
I live in the desert and when I need tennis and running shoes I migrate to pasadena. The sales consultants are truly consultants. They measure your feet and provide options based upon your needs. The new balances stores in palm desert and Cabazon pale in comparison. I purchased new tennis and running shoes and new inserts. I feel badly I forgot my sales period s name but
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November 2023 by David P.
Great store! Highly recommend going in and buying shoes the old fashioned way versus online. I took my mom, aunt and uncle here on a busy Saturday. The Assistant Manager, Jonathan, helped us out. He was extremely knowledgeable and patient while helping all four of us! He used the in store foot scanner to properly address each of our feet to help find the appropriate shoes to support us. It was the best retail experience I have had in many years and reaffirmed my belief in customer service and that online shopping cannot meet the level of a strong in person sales person. A+ for Jonathan and will definitely seek his assistance every time I go back! Thanks!!
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November 2023 by J L.
Service has never been friendly. Not helpful. Not welcoming, so it's awkward when you walk in. After my third experience in store, I have resorted to ordering online. I learned it's an independent store so it is limited, not very many popular styles.
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October 2023 by JohnB 00007
I bought some nice sneakers here. The total was about $171.00. Not cheap, but I will have the sneakers for many years. They did offer some larger sizes such as 15, which I needed. Overall a successful shopping trip.
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October 2023 by Manny H.
Very nice and pacient staff. I literally came back twice to exchange some shoes (because my wife couldn't make up her mind..) and Jeffrey was patient the whole hour while she closed. Very nice and pacient!
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September 2023 by Denver Dingle
Excellent customer service by Dante. Helped scan my girlfriend’s feet for custom soles for her work shoes. He also explained a lot about the new shirt drops.
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September 2023 by Running Man
Massive space, few sales people to help. Stock seems to be limited. Better come check your size here first and then order online. Ample parking.
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August 2023 by Seán Patrick Goodwin
Bought a pair of new balance and they are great. Wanted to leave a review because of my experience in the store with another customer. An elderly woman who I’ll nicely say was a bit difficult was also looking to purchase shoes. Jonathan was the most polite and patient person with her. Helping her look at them online, try them on, make her purchase and much more. He even helped walk her to her car. He could have chosen to match her attitude and instead he chose to be kind. I’m not sure how he did it but I’m grateful for people like him.
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July 2023 by J R
I made the mistake of buying a pair of 990s at the Pasadena store with cash. I wore the shoe 2 or 3 times, and part of the tread on one shoe started to flap -- just defective.I asked if they could repair or replace the shoe and they told me no because I didn't keep the receipt -- even though it was a new shoe and I could identify the clerk who sold it to me a few days earlier.Anyway, I'll never deal with these Pasadena twerps again -- and lesson learned on New Balance. I had not purchased a pair in many years (when I bought several pair), so I assumed this was still a good shoe company.Anyway -- lesson learned...
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June 2023 by Ho Son
Called with a question about their return policy. The person on the phone sounded annoyed and came at me with short answers. The kicker was when the call was wrapping up, the person exclaims "Jesus Christ... this guy" and then proceeds to hang up. Just... I've never experienced anything like that before. They really need to work on BASIC customer service.
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May 2023 by Henrry Navarro
I went to this NB store, and they just helped me to get my size, after that, they didn't aks me if I need help to try on shoes. Customers that came in after me got helped right away.