New Balance Southlake — Attraction in Southlake

Meh. Not kid friendly. Summary - they measured my 5 year olds shoe size incorrectly and then had a very limited selection of shoes for kids which was explained by it not being back to school season. This occurred when no other customers were in the store and at least two employees seen working. They were nice but the person helping us didn’t seem to know how to read the device nor seem interested in making a sale. I’ll give the benefit of the doubt and say she probably knows how to use the adult device; the kid version is different.

I took my child in to confirm my home shoe size measurement using a kid’s version Brannock device. The person who helped took a careless measurement also using a kids Brannock device. Careless meaning rushed and inattentive. She didn’t even make sure my son was standing; I did it when it was clear she wasn’t going to. She then told me the size, which I questioned because she didn’t check the arch length which was the main reason I wanted confirmation. She got a tiny bit defensive and told me that kids’ arches don’t develop until they are quite older and that she had 25 years of experience. The arch length isn’t about arch development, it’s about ball joint to toe length and my son clearly has an arch so I’m left to assume she was talking about arch support. She didn’t offer a width and when I asked, she had to put his foot in the device again. She hadn’t just forgot to tell me. I think at that point, she realized she had only checked one foot and so she checked the other this time. Again, it looked like she didn’t use the device properly. She said medium width while saying “he looks narrow to me but it says medium.” I knew it was narrow from my home measurements; that was not in question but I did want to know what she thought. She then showed us the shoe selection which was on two small shelves in the corner of the store. There were plenty of models to choose from but the colors were almost completely neutral. There was a mention (from several feet away) that another color could be ordered but no real effort in offering the service. After leaving and rethinking about everything that happened, I decided she just didn’t know how to measure kids feet and possibly even assumed I would not be buying anything so didn’t take us seriously. I would have bought something had I been confident about the size measurements and there been something we actually wanted offered up at a half decent price but neither of those...

Wish I could give the store 0 stars. This was the third time that I've been in this particular store. The gentleman that I assume to be the owner (or maybe manager) has been there each time and is somewhat unfriendly, is defintely not knowledgable about the NB line (how hard is it if it's the only thing that you sell?!), and is quite unhelpful. I did have a young, motivated high school kid help me out and he did his best. But it wasn't very good. I asked him to bring me size 12.5 in 2 different pair. I tried both on and they felt kind of tight. We discussed a third option, and they felt tight as well. When I asked him to double check the size, they were actually 11.5s. OK, no big deal. He apologized and went back to get the 12.5s. Started to try them on again, they felt tight again and, you guessed it, another pair of 11.5s. Again an apology and he disappeared once more. No way that he would bring another size 11.5, right?. Yep, wrong size. Unbelievable. We ended up with 6 pairs of shoes on the floor......every signle one of them were size 11.5. Very bizzare. But like I said, at least he was nice, and he did have a little knowledge about the product, unlike the owner. Also, BTW, no treadmill or allowance to run around the parking lot, which is a must if you are going to get the best shoe and fit for doing a lot of running. (and many consider NB to be the best, along with Brooks) Bottom line, if you are serious runner, this is not the right...

I recently fell in love with New Balance shoes. I went into this store to get some shoes like the ones I already had. I have had 3 ankle surgeries and good shoes are very important to me. I went into the store and they didn’t have what I was looking for, mine or my daughters. So I ordered them. The “manager” said that if I needed to return them it was no problem. Well it became a problem. I received the shoes and they didn’t work. I went back to the store on a Sunday not realizing it was closed. My spouse went to return the shoes and the store was closed due to COVID. So I waited until reopening of the store to return the shoes. I went to the store and the sign on the door said “Must wear face covering” so I put my mask on and went in. Where the manager who previously helped me was not even wearing a mask. I explained needed to return the shoes. He said “Its been over the time frame and you can’t return them.” I explained I had came but multiple times to which you (New Balance) was closed. He said “you can have store credit” I said okay. He told the sells girl to get me a pair of shoes that HURT my ankle so bad. And the manager comes over and said that I could talk to another manager next week. I said “I didn’t mind getting a different pair” then felt very rushed into shoes that still hurt my foot. I don’t know if I’ll...