New Balance Factory Store — Local services in Severn

Upon entering, we were greeted by a team of five workers. While two members stood out for their exceptional service - a young lady with an engaging Spanish appearance and a gentleman with a beard - unfortunately, our overall experience was marred by the behavior of three other team members.

In particular, one of your employees, a tall black girl with a nose pin, exhibited behavior that was highly disrespectful and unprofessional. Her attitude and demeanor towards us were unacceptable, and it ultimately led us to reconsider our purchase decisions. Despite our initial interest in selecting two pairs, her negative conduct compelled us to opt out of any transactions.

It saddens me to say that her conduct reflects poorly on the reputation of your establishment. Employees are the face of any business, and encounters like this can leave a lasting impression...

This store has the WORST customer service I’ve ever experienced. I came in to exchange shoes that was from an online order but apparently they don’t carry that shoe in store, well we told the young lady 6 in woman’s and she orders a 6 in men’s, I receive the shoes and it was the wrong size and I was told that they don’t carry 530s in a size 6 in women’s because it’s a unisex shoe when it clearly shows on the website that they do. There was a woman on the phone that was handling the situation very inappropriately the second time I called back I asked for the manager and he was professional at first until he put the woman back on the phone that has very poor Communication skills and poor Customer Service experience. This store...

Patrick is the best. He really is about customer service & doing what he can to make the customer satisfied with their purchase & shopping experience.

I’m a mom of 2 littles- a toddler & baby. If you’ve got littles you know it can be challenging buying shoes for a toddler. So I decided to shop without him, but had to make countless return trips b/c of one thing or another: shoe didn’t hold up in regular toddler life, shoes too big, too tight/not wide enough, etc. And each time I returned Patrick was More than helpful in assisting me get just what my lil man needed. Now we have 2 shoes- and lil man has options he likes & will wear & the quality stands up to toddler life. Thanks New Balance, THANKS...