NEW BALANCE HORRIFIC CUSTOMER SERVICE

I purchased a Cricket Bat from New Balance South Africa Online Store in April 2022.09.21 The product was advertised online and we did not want to miss the opportunity to own this specific bat so we bought it even though it was not yet Cricket season.

My daughter has only started cricket season in August 2022 and has only used the bat twice.(Once at cricket practice and once at Gauteng Trails).

We were disheartened when my daughter was busy batting and all of a sudden the bat shattered into pieces. Please note this ball was not even a fast bowl action and it was a normal cricket ball.

I complained to their customer care online email address (***) on the 31st of August and also sent them relevant pictures of the damages. They then rep**** with a list of questions that had to be answered that had nothing to do with a bat but handled about shoes that were of bad quality. Nevertheless I have completed as much info as I possibly could on the 5th of September 2022.

On the 6th and 7th September I sent them a follow up email as I have not heard from them and they only responded on the 8th September 2022, advising me that the query has been sent to their technical team for assistance. I have again followed up with them on the 14th and today with still no response from them.

My concern is that I need to get this matter resolved as my daughter is now struggling to borrow bats from other people and it’s also a huge risk to her. Cricket season is nearly over and she did not have a chance to even play one match with her own bat!

I have been trying to get a contact number for their online customer care but the number listed on google to the public is incorrect ***). Also when you phone the New Balance store they are not willing to assist you and advise you that they are not part of online and I have to contact them directly! How am I supposed to get this matter resolved if no one is responding to my email communication and the telephone number listed is not working?

Though it is heart-breaking, especially to part with a product that I wanted for so long. I will never again buy any product from New Balance with this poor product quality and horrific customer service.