New Balance 1080

Good evening

I sent this email query to the New Balance customer care line, only to learn that this is a bogus email address. I then followed up by calling the stores, but that too turned out to be a fruitless effort. It would be appreciated if someone could point me to a helpdesk. I am a runner. For the last 4 years, I only ran in one brand and style of shoe purely because it had not let me down and does not take long to “break in”. In July last year just after Comrades, I purchased my fourth pair of New Balance 1080 from my local New Balance store. The same store where I purchased the previous three pairs from. Leading up to Comrades I was advised by my Sports physician that my previous shoe (NB 1080 version 10)had too much mileage on. This was weeks before Comrades and he had advised me against running in the shoe. Needless to say, I completed the race with no injury or harm. I took eight weeks off and obviously bought another pair of NB 1080 version 11, primarily because of my experience, and honestly, I grew emotionally attached and loyal to the brand.

Post Comrades, I completed two marathons and the training for it approximately adding up to 180kms on the shoe. A week ago while doing a morning run (10kms) on my return the right shoe sole started squeaking. I am training for another marathon and obviously Comrades. I went to the store with my concern and the store manager (Shane) gave me his word that my concern would be brought to the attention of the area manager, Riaan Tolken. It took me four trips to the store before I received a call this morning from Janine the assistant store manager. She conveyed to me that Riaan Tolken could not find anything wrong with the shoe and that I needed a receipt for the purchase (6 months ago).

I’d like to highlight that I had not anticipated this ( based on my prior experience) and therefore did not think it necessary to hang onto the receipt. And secondly, I am rather disappointed that I had to drive back and forth for feedback or some decision made on my concern raised. It felt that there was a general disregard from all parties involved, and I regret to say, that I will not be returning to the store for the foreseeable future. I don’t expect anything less than acknowledgment. Your feedback would be appreciated.