New Balance Factory Store at Toronto Premium Outlets

Exceptional!!If one word is needed to describe the service I received from Eddie and Niki it would be exceptional.The individual care and attention I received from both Eddie and Niki to ensure I found the correct fit, style and size shoes for my feet, surpassed any expectations I had, prior to my visit to the store.I have had other visits to the store and whether together or apart, they greeted me by name...I felt welcomed at each entry into the store ...I felt appreciated as a customer...A big thank you to Eddie and Niki for their knowledge of shoes and delivering a personalized touch to shopping.

Bought a shoe as a gift for my friend. Due to size issues had to return it. Since the bill and box got stuck with my friend. I have called the store manager Karen and asked for return with soft copy of the bill. And she agreed to it. But after a week when I went to the store which is very far away from my place. The store manager was not informed any of these to the store people. And when they called her to confirm it she simply said she doesn’t remember having the conversation for return. If she not agreed to it I would have planned something to get the bill and box. And what happened next was extremely unfair that the store in charge on that day agreed to return the amount 40 percent less than what I paid for no reason. And that to in the form of store credit or exchange. I had to exchange my shoe with 40 percent lesser money for no reason even though the shoe I bought is well within the return period and new. Extremely worst experience and service. It was totally unfair that I had to return the shoe for 40 percent less money than what I paid. Not going back definitely!

I went there a couple months ago and Vanessa helped me. She was incredibly helpful!! I don't see her anymore unfortunately but she was excellent. Thanks Vanessa!

Karen and Edie were fantastic, such personalities and very helpful! Great deals I would totally check them out!!

Great staff, polite, knowledgeable and most helpful. They searched the store to find the perfect pair of shoes for me. Fit, look, and price were exactly what I was looking for. It was easy to tell them job well done.

Eddie the acting manager said he’s doing customers a favour when they shop there. After spending 2 hours finding the right shoes and going to checkout we were told they would be final sale since the box was marked a half size too big and there would be no discount offered. Crazy thing is that we were told he was doing us a favour by selling them to us. Definitely high school dropouts shouldn’t be acting manager and insulting customers. Surprised that people still shop here for sub par items when all the other stores in the mall have better quality products.

Very big clearance section for both female and male. Good variety. Loved the store. Found amazing pair of sneakers here for $65

Eddie, the manager, was amazing at helping me find trail runners. I truly appreciate his time and effort to make sure I found the correct shoes to meet my needs!

I wouldn’t hire Karan never. His customer service is 0 out of 10. I paid over $400 to buy clothes and shoes and now I am here to exchange the size of one of the shorts that I bought around 2 months ago. I know their policy is refund before 45 days but I just needed to change the size and ready to pay any possible extra balance. His first interaction with me was using word of “NO” and “Unfortunately “. Very sad for New Balance who hired him as a manager which doesn’t enough aware of customer service style for even for a loyal customer. I never back to this location.

just purchased over 2000 dollars worth of top 990 series of (made in uk and made in USA) shoes over the Black Friday weekend.And then at the last purchase on Sunday I was being accused by the manager of stealing a pair of 50 dollar shoes. I understand staffs can be exhausted over Black Friday weekend. but accusing one of the biggest customers is just next level of customer service.