New Balance Factory Store at Toronto Premium Outlets

Very unpleasant experience. Went to the store on Dec 24th. It was expectedly very busy, and only one of two fitting rooms was open. I was in the fitting room (with my kids trying on something) when the staff unlock the door without knocking or asking if anybody is in. Luckily I was standing next to the door and didn't let her open it wide and expose us to the whole store. She didn't even apologize. So unprofessional!

Nice and clean store compared to the other outlet shops.

Walked in and one of the three staff said hi. Then went back to the conversation between the three of them. I looked around for 20 - 25 min. No one asked if I could be helped, or acknowledge I was in the store. But they continued talking to each other until I left.

Prices were not cheap either but I guess that’s what you pay for good shoes and bad service.

There was almost no stock on anything I was interested in but the salespeople were helpful and knowledgeable.

After 2 months the shoe has begun to disintegrate ...

I wouldn’t hire Karan never. His customer service is 0 out of 10. I paid over $400 to buy clothes and shoes and now I am here to exchange the size of one of the shorts that I bought around 2 months ago. I know their policy is refund before 45 days but I just needed to change the size and ready to pay any possible extra balance. His first interaction with me was using word of “NO” and “Unfortunately “. Very sad for New Balance who hired him as a manager which doesn’t enough aware of customer service style for even for a loyal customer. I never back to this location.

Eddie the acting manager said he’s doing customers a favour when they shop there. After spending 2 hours finding the right shoes and going to checkout we were told they would be final sale since the box was marked a half size too big and there would be no discount offered. Crazy thing is that we were told he was doing us a favour by selling them to us. Definitely high school dropouts shouldn’t be acting manager and insulting customers. Surprised that people still shop here for sub par items when all the other stores in the mall have better quality products.