New Balance Flatiron Flagship — Local services in New York

Today we visited the New Balance store, only to discover that their regular location is temporarily closed and they’ve moved to a nearby spot on 20th Street—just about 30 seconds away. Upon arrival, we were met with two sets of stairs: a steep four-step staircase outside and additional steps once inside the doors. As we approached with our stroller and young child, we noticed an employee standing just inside the store, watching us struggle to figure out how to enter. Rather than offering assistance or even holding the door, she simply observed while two kind customers graciously helped us carry the stroller up the stairs and into the store.

Once inside, I asked the employee if there was an accessible entrance, to which she replied that there wasn't—unlike their Fifth Avenue location, which does have a ramp. I pointed out the accessibility plaque posted outside the temporary store, and she directed me to speak with her manager, Mel. When I asked Mel directly about a ramp or accessible entrance, she confirmed there was none.

After shopping, we asked if someone could assist us as we navigated the stairs with the stroller. A young male employee kindly helped us down, showing warmth toward our child and making a lasting positive impression—we truly appreciated his help.

Still unsettled by the situation, we stopped near the original New Balance location on our way home, where an employee was stationed outside to redirect customers. Since we were waiting to cross the street, I decided to ask him about the lack of accessibility. His name was E (he noted, short for Elton), and from the moment I began explaining, I could tell he was the right person to talk to. He let me know he was actually the store manager and assured me that there is a ramp available for anyone who needs it. He was apologetic, understanding, and immediately outlined the steps he would take to address the confusion. He was wonderful—gracious, sincere, and solution-oriented. He is a great manager.

As a mother, an advocate for individuals with disabilities or those who are differently abled, and a long-time New Balance customer, I left the conversation feeling relieved and hopeful.

Accessibility into businesses and public spaces isn’t just a courtesy—it’s a legal and moral obligation. It ensures that all individuals, regardless of their mobility or circumstance, can access the same services, safely and with dignity. Situations like these highlight why proper training, signage, and communication are essential.

I’m truly grateful to E for listening and for committing to make changes. I hope this issue is addressed swiftly so that the next customer—who may need an accessible entrance for any reason—receives the support and dignity...

I would rate this place a zero if I had the choice. Pathetic, horrible and rude service. Never buying a New balance shoe again the people who assisted me with the shoe their service was great but i’ll Get to my story. So I bought shoe from New Balance and wore it about 3 times and the place where the fabric touches the leather by the toes starts to rip. So I called the store and luckily the manager picks up the phone and tells me to bring in the shoe and will have a look at the shoe and see what he can do. So I get there and he looks at the shoe and tells me the “only thing he can do for me is if I buy a shoe he’ll give 20 percent off” and I notice the promotion in the store is 15 percent off already plus if you spend $100 you get a $20 gift card towards your next purchase. So I told “Ruby” the manager who offered me 20 percent that the promotion is already 15 percent and the only thing you can do for me is 5 perecent if I buy a shoe? After purchasing a horrible product this is the way you accommodate a customer? Anyway I agreed to buy a shoe and receive the 20 percent off but when I get to the register again there is a problem with this. The girl who helped me heard the manager tell someone to give me the 20 percent off because he was leaving but he couldn’t be found so she called another manager and then that manager had a problem with giving the extra 5% off and the shoe was already ringing up to 15% off. So I told him the whole story and he said he’ll make it 20% which he did not because 20% off $100 is $20 which I had a hard time explaining it to them because they only wanted to give $19.75 discount and when I asked the manager that 20 percent off $100 is not $19.75 he got rude with me and said we are doing you a favor by accommodating you. Oh really are you? You can shove the $4.75 accommodating me by making me purchase another $100 shoe which I didn’t need. Returning the shoe back today and never returning to New...

This past Monday, 5/19 I had a remarkable experience at your Flatiron shop. The moment I walked in, I was greeted very warmly by a young man from clear across the store. As I browsed, I heard this same employee communicating with virtually every customer, either assuring them that service was on the way, or giving considerate advice on a product. When a customer wearing a NY Knicks hat entered, he was greeted with an emphatic, "Let's go Knicks!". It was made very clear, very quickly, that he was doing his absolute best to make sure everyone experienced a level of service that has gotten lost from most retail shops in recent years. This was not bare minimum acknowledgement, this was actual customer service in its truest form. As I listened to him coaching another newer employee on a complicated function at the register, something else became clear- he cared enough to provide service to his colleagues as well as the customers.

What's remarkable about my experience is that despite trying a few shoes on, I didn't end up buy anything. However, I was so impressed by this young man, that I wanted to make sure your company knew about it.

Before leaving, I introduced myself to him and paid him a compliment on his commitment to his job. He smiled, thanked me and introduced himself to me- his name is Elton (his name tag read "E"). We had a brief chat, then he was off again to help more of your customers.

I recommend that New Balance do its best to protect this wonderful asset and investigate ways to bring his standards of service to the rest of your retail shops. He's making you all look really,...