The Customer service I received from Sophia and the rest of the staff was absolutely amazing! Second to none! I bough a pair of shoes from their old store on Robson, a few blocks away, and I wasn't able to wear them for a while because of injuries; however, when I did start wearing them (Only and specifically for treadmill running) After a month or two I noticed that the tread which is still brand new was starting to peel off. The glue when manufactured was inadequate. I figured that it's been too long and they would disregard it and say something like "Our company policy requires a receipt and then you have 30 days only" but instead I called and spoke to Sophia and she was very respectful and helpful. She asked me if I had the receipt or if I could obtain one and I said, I don't have a receipt and I recently canceled a credit card a few weeks ago that I don't have access to and the statements which contain the proof of purchase anymore. Nonetheless, she told me she would have a look at the shoes for me to see what they can do because the manager wasn't in that day. I drove down there expecting maybe I get a credit to a new one or maybe they will send it to get fixed, but when I went in, Sophia and the other staff had a quick look at it and said "yes you're right these shoes shouldn't do that." Without hesitation she took the size and came back with a BRAND NEW PAIR of the latest model of the 1600. Even though it's been almost a year and I couldn't manage to find a receipt! I am a person with high expectations and this absolutely exceeded it! I will absolutely be returning for my future shoes! highly recommend this store specifically for any high performing athlete and even for casual athletes! Thanks again Sophia & Team @ NB Robson street Vancouver.

I have been shopping here for years for my runners but last Sunday changed that. I was told that some shoes I liked were not in stock but that they could get them in from another store. I was told that it would take two days to get them. That was on Sunday and now it is Thursday night. I called yesterday and left a message regarding the whereabouts of my shoes. No one called me back. I had to call back and they said they weren't there yet. So, no one could find out why they weren't there yet? Or even bother to call me and tell me that they couldn't get them. If they could only be bothered to call me regarding my shoes and whether or not they were available, I would have gone there and bought a different pair. I understand that the shoes I was waiting for were on sale and that there really was nothing in it for them. I won't shop there anymore because of the lack of customer service as far as this goes. Not at all happy this last time after years of great service. I don't know what happened

I go in, find a pair of trekking shoes I like -my size, not my width. The floor sales rep tells me she will order my size. She will call me in the next couple of days if she can't order the shoes. Otherwise they will be ordered and will probably take a couple of weeks. I go to the front desk person who takes all my information and he places the order. A week later I drop in to confirm the shoes are on order. OH NO! They are not ordered because they are "pre-pay to order". So I dealt with two separate sales reps who couldn't tell me this in the first place. The sales rep today was friendly and informative and wanted to know if I wanted to order them now? No thank you, there are plenty of other brand name stores that sell trekking shoes -I'll go with one more reliable. Interesting footnote: In an effort to hike the PCT next year I was going to buy 5 pairs of these trekking shoes in total. It must be nice to have high-rent store on Robson filled with imbecilic that can't make a sale.

Honestly shocked at how poor the customer service is at this store. There are 6 employees and three are behind cash (one was eating, another was just standing swinging his arms); one girl is just standing staring for long periods of time at people with an iPad across her body, letting people pass her without saying hi. No one approached us and when we finally asked someone for help, there was no sense of urgency as he slowly made his way to the computer to check for sizes, and he had a lot of trouble retaining size info. The only person who was greeting was an Asian lady with glasses and blonde highlights who was busy cashing people out and she was also the only person who initiated approaching and checking up on guests in the store. Would be more understanding of this kind of customer experience in a large department store or a fast fashion store, not a specialty brand boutique.

Skip this store first thing Saturday morning...busy with two male staff who worked hard to look after everyone. Ask for Robert Kelly... this is a guy who took time (over an hour) to get me into the right shoes when we finally connected. I was impressed with his attention and knowledge which involved measuring my feet and doing a walking analysis! This was an exchange and was handled by the Assistant Manager Yordanos Gulbot who I was able to observe during my lengthy time in the store. She NEVER smiled at any of the female customers on check-out and I was no exception. When I questioned the bill given the original purchase was made in Victoria for a shoe they did not carry in Vancouver she was abrupt and I left feeling less than positive. Unfortunate as Robert Kelly was worth the experience!

Visited for the first time Jul 4th with my wife, lovely store and good vibes. Customer service could definitely do with some work, not sure the woman we dealt with even wanted to be thete. I asked for a size 13...and at the same time my wife asked for a size 7 in two different shoes, the woman came back with a size 14 for me and just walked away, neither shoe for my wife. The woman then walked back and I asked about the 13 and she said the system shoes we have a 13 but I couldn't find it. She still didn't address my wife's request...my wife had to approach her again to be told oh we don't have a 7 in either shoe. No follow up either such as we can order the sizes in or check out online...nothing.

I searched forever online to order the 810 V3 Trail shoes NOT in pink (I already know I'm a girl, I don't need to wear pink all the time to reinforce that), and found them at NB Vancouver! Not only did they have the color I wanted, they also had availability in regular and wide. After realizing there had been a shipping label mishap, the shoes arrived at my home in Alberta in 2 days! The free shipping and returns was definitely the deciding factor for me to order them, as I knew if I wasn't satisfied I could return them without penalty. Thank you for offering that! Turns out they fit perfectly so I don't have to worry about that anyway. Thanks NB Vancouver!

After a long (Black) Friday afternoon my wife convinced me to go back to this location, because she was looking for a specific model of shoes (I had no clue). Well, we got an exceptional service from a young lady named CLARA. She explained all the details and differences (didn't get that at competitor). She served other couple too and helped another family with their purchase. Very polite, professional, flexible and always kept an eye on other customers too. While my wife was checking colors and sizes I fell in love with one of the shoes. At the end, we bought 2 great pairs of shoes from this exemplary store. Thanks to you CLARA.

The experience in this store was amazing!! Every staff seemed excited to support us. We felt absolutely welcomed and valued!! At the same time, they let our own space to choose our choice. I and my husband had visited Metrotown to find perfect NB but could not get one. Then, we found this gem at Robson. One of the staff, Mat was exceptional!! The way he treated my husband impressed me so much. He explained everything about why my husband needs a particular type of shoe and an extra in sole. His gesture has encouraged us more to visit this store. Thank you Mat. We truly appreciate your help.

Put a shoe on hold through their website powered by Locally. Got a confirmation the next day then went after work to pick up. They couldn’t find the shoe. Took my phone number and never called back. That was a week since I went there. I dropped by 5 day since my first visit and another staff looked and said they don’t even have my size I put on hold. Not sure why they took my number but the manger or staff never bothered calling back. Even if it was an error in the computer system or they didn’t have the shoe, just tell me so I can try to order online before it all gone.

This was my first time entering this store and I was kindly greeted by a gentleman named Dave. He noticed I had a pair of shoes in my hand and asked if I needed a size within seconds. As he grabbed the shoes for me, he was extremely kind and making conversation. I was hesitant on getting the shoes but his service made me want to buy them. Dave is such a fun guy and he exceeded my expectations of what customer service is supposed to be. Thank you for the awesome experience, I would come back just to be helped by him again! I also LOVE my new shoes!

My son got a shoe as a gift for his birthday from friends and family. The size is different. So we went to change it they ask for receipt as we got it a gift so we don't have the receipt then the store manager Matt said we can return it you probably found it from the street or from our garbage so I'm not sure if they are throwing new shoes with the box everything brand new in the garbage so but anyway that's what he said and it was a very bad customer service I will never buy from new balance anything anymore I will tell all my friends and family

I bought the minimus V2's online, great price and fast shipping. The shoes look great in red with the neon green laces considering I usually only go with white or black. They weigh next to nothing and truly feel as if I am bare foot, but still offer some protection against rocks and debris. I hate wearing socks and shoes but these feel great! I have already noticed a difference in the way I walk and I can run more freely. Going to see how well they hold up for me since I am a 6'6", 300+ lb right now and some of my family may end up getting some.

One star, insecure security. They'll call in security if you take your time. They tried to force me out so I bought the items anyways. They try to over impose but don't like it when it comes back at them. The security guard wasn't ready for the brexit exit, bantered him as I left the store. His face was melting and eyes watering, a bystander tried to hop on his side. He kept saying "have a good day!" Because he didn't know what to say. "This is part of it." As I bantered them both and walked. They act high and mighty those managers and guards.

Felt unwelcome in the store. There was one other customer and two floor people. They were busy doing something else, there were boxes stacked on the floor. Maybe it was inventory? When I asked for a size (I had to chase one of them down) she said "we don't have any of your size". No follow up, no suggestions. I was really friendly and tried to keep shopping but I got uncomfortable when I realized the floor person wasn't going to be of any help. So I left and went next door and got a pair of shoes where the clerks were incredibly helpful.

So disappointed with my experience at this location today. The one girl just followed me around and didn’t ask if I needed help then when I asked which shoes were best for running she said I should read the tags. I was so disturbed by her response I asked for someone else’s help. When I was checking out she asked if I needed a box for them (which is a first for me when buying shoes) and told me they were final sale. The shoes were not on clearance it regular price. So now I am unsure about the stores return policy. Very disappointed

Every time I go, it's really unfriendly. When I entered the store entrance, no one looked at me and didn't even say hello, so I said hello first, but there was no response. The three staff members chatted amongst themselves, so they couldn't afford to respond to customers.If I were the owner of this place, it would be heartbreaking.Several customers went through it, but everyone went out without buying anything for unfriendly service.It was a must-have shoe, so I bought it and came out, but it's a waste to give two stars.

I have always had issues finding the right shoe size for myself because I am size 15 wide. I was recommended by a friend to go to New Balance because they have all different sizing and widths. I went in and they sized my feet properly and did a test to see what type of shoe they think would be best for me. They ended up finding me a pair in a size 15 4E that I love. Overall the staff were extremely helpful and went above and beyond in my opinion to find the perfect pair of shoes for me. Good job New Balance!

Worst customer service I ever experienced ! 5 employees behind the till not even paying attention to customers that want to spend money in your store and I finally had to say hello myself to get the attention of an associate. After they brought me my size they never checked on me and kept dancing with other employees behind the cash till and I walked out .maybe less employees on a slow day and more customer service would have gotten sales as I went elsewhere to buy 4 sneakers

My son was having trouble deciding on the right pair of shoes, but Shae came to the rescue. He asked all the right questions and put together a selection that was spot-on. Shae's knowledge about shoes is very impressive, he's super friendly, and patient. The shopping experience was top-notch—no rush, just genuine help to make sure we left happy with our choice. We're definitely becoming regulars, all thanks to Shae's expertise. Can't recommend him enough!

Worst costumer service ever. I went with my parents and first it was almost imposible to get someone’s attention for some shoe size I needed, the girl just left the box behind me and said nothing. My mother also asked for some shoes and they literally just threw the shoes and quietly said here are you shoes as she didn’t want to be there. I don’t even care if they had a problem but is not our fault for them to treat costumers that way !!!

I love running outdoors but never realized how much of a impact my footwear had on my body. The experts at New Balance (Alex) takes you though the different types of footwear that your specific style of running needs. Excellent service and awesome footwear. If you want a shoe that is made for your style of running I would highly recommend vising Alex at New Balance Langley. FYI - The shoes look amazing as well!!

As soon as I walked in the staff offered to help me find the perfect shoe. They have a foot scanner that gives insights on your foot shape and size that are important to know when selecting a shoe. Super interesting. After that the staff recommended several shoes to me and were very patient as I decided on what I wanted. Highly recommend this store to anyone looking for high quality shoes and service!

Terrible customer service! Nobody offered to help my friend and I any help. After my purchase I kindly asked to use the washroom as I urgently needed to go and was met with a cold “no” from the older female associate. Happy to know the minimum wage retail worker gets a thrill off of power tripping the washroom. Terrible service seems to be a re-occurring theme here..will not be back.

Due to artritis / back pain needed proper fit shoes. Was told to try New Balance. Very professional and knowledgeable. Took the time to assess my needs. Discussed the pros and differences of a number of shoes. Then had me try on a few pair adjusting sizes to accommodate both comfort and fit. Would recommend New Balance for proper fitting of foot wear. Poor after sale service though.

New balance is by far the best place to get a pair of kicks. Alex at the Langley location was super friendly and professional. He was actually able to pick out that I have severely flat feet by just watching me walk and gave me a pair of shoes that would help combat that. I use this pair for work where i am on my feet all day, and wow.. my knees are 100 times better. Thanks Alex

My friend and I came in yesterday to try on some comfortable walking shoes for an upcoming trip. I had Brian help me out and he gave me the best service. He was right there and so knowledgeable on all the different types of shoes, which one had the most support, and the best arch support. I highly recommend having Brian help you out at this location! Thanks Brian!

They have a lot of staff, but none of them are willing to help. My friend asked about specific shoes after trying many non-New Balance stores for them & they just referred him back to the wall. No offer to order in / check for other colours. Other stores were more knowledgeable about New Balance than the employees here. About 5-10 staff & none helping customers.

Excellent customer service, while we were there, the staff had to deal with a difficult customer who was trying to return an item which she didn't have the box for. The customer was upset and staring to get loud. The staff was able to talk to her and was able to deescalate the situation. And she left the store. Well done, all the staff there should get a raise!

It is Fri Sep 4th 820pm and the Robson store is closed. BUT their hours on the window inicate open til 9pm. NOT happy. Came all the way from New West to buy a pair of shoes. Called the store, gentleman answered and was told store closed due to company event. Well the smart thing to do is to put up sign indicatng so RIGHT? Won't be a shopping here!

Today was my first New Balance shoes ever. I bought me a new pair of Trail runners and customer service was top notch. The sales associate took the time to help me find the right shoes and size. I really appreciate all the help. You have won a New Balance customer for life and my next pair of shoes will be from this store. Thank you

Was here a month ago and picked up my mom her first set of fashionable and functional running shoes (she's picky) the staff were very helpful. Explained the difference in the brands and types of shoes. Now that we bought them. My mom hasn't complained of walking down the block! Thank you new balance for saving my moms feet and my ears!

Had a great experience looking for shoes here. The associate immediately acknowledged us and did a scan of our feet. We found the information extremely helpful and were impressed with the technology support. In the end, the style of shoes that we wanted were not in store, so we had to go find them at Running Room down the street.

Stuff was super helpfull. Their foot scanner allow them to come up with the best recommendations. I have been given insights about my foot shape, which is important when deciding about the shoes. Kind, smiley and energetic stuff helping you for the best shopping experience. High quality of shoes and amazing service.

I'm a huge fan of New Balance shoes and have bought them for the past ten years. My experience with Brandon (who I was told was the manager) has ruined my perception of the brand. I was shocked with his rude and abrasive attitude. I'm switching brands for running shoes now since he doesn't care about his customers.

I always prefer to buy a pair of New balance because it is best runner than Nike or Adidas for me, so I sometimes visit this store. Honestly, some shop assistants are not really good at welcoming customer :( However, I also got discreet customer service from many of them that I was really impressed.

Bought my shoes from there couple of months ago. Very friendly and knowledgeable staff. They measured my feet and gave me all kinds of suggestions. Turns out buying a properly fitting and comfortable shoes is a real science. The selection was great and now my wide and flat feet are happy as a puppy.

Was in there last month with my mom and received 0 service. No one greeted us, and had to go all the way to the cashier from the back wall to ask one of the more disinterested employees if they had her size.. No one even attempted to give us service. Still gave them a sale so jokes on me really.

I called before going asking about a specific width that I needed, and the staff member on the phone was very helpful and put them aside. I came in and tried them on along with a couple of others and ended up taking 2 pairs. The sales lady was very helpful and knowledgeable about what they had.

I bought the best fitting running shoes I've ever worn from NB on Robson. The salesman made sure I tried on 3-4 different pairs of shoes (different widths/supports etc) before I settled on the pair I bought. I couldn't be happier with my shoes... I think my Nike/Asics days are in the past lol

About 2 months ago now, I bought my First pair of New Balance shoes. I was impressed with the staff's knowledge about what shoes would be best for my foot type, not just what color and size I needed. Now after wearing these shoes for two months I will be a customer for life, GREAT SHOES!!!!

Friendly salespeople with excellent product knowledge. Staff are more interested in making sure you have a great, comfortable fit than pushing product. Great range of widths immediately available for you to try (I am a 10 AA), no calling around to other stores tracking down weird sizes!

I have been reading the reviews and Im really surprised about the "Bad Reviews" they are getting, I just went today, the staff was super friendly and helpful, I was not even sure if I wanted to buy today but after being treated so good I made my mind. Really happy with my new sneakers.

I buy New Balance shoes as they have wide fittings (4E and 6E) for some of their brands and few other manufacturers produce these wider shoes. I have wide feet plus high insteps so I have to buy these wider shoes. This is why I shop here for my running shoes and my street shoes.

Great customer service. The sales rep, Keona, was incredibly knowledgable on all the products and had great recommendations. I purchased exactly what I was looking for and a better colorway than I expected. All within my lunch break. Great job Keona and New Balance Team

A great New Balance store on Robson St. The store is small but well played out and on display are some of the nicest New Banlance shoes in the city. Also sell New Balance clothing although this store seem to be more aimed at shoe shopping. Staff were very helpful and happy.

Was there today. August 16th and Clara ( recent immigrant from Brazil ) was amazing and fun. Great service as I was undecided On what I wanted. I tried 6 pairs of shoes on and she was great. Very attentive and I recommend this store and her for assistance:-) …

This is one of the cleanest and most organized NB stores I've ever been to. The staff there were very helpful, shoutout to the very beautiful Asian blonde girl Jennifer who helped me pick out a pair of shoes and dress for the summer. Will definitely go back!

Really helpful location. My shoe size is bigger than most stores carry, and I have very flat feet, so it's usually hard for me to find shoes in person. The staff here was really kind and showed me a bunch of pairs until we found the right ones

Visited the he store last week and got Ia really great customer experience. Got my feet measured, lots of options to choose from, very knowledgeable staff. Great overall experience. A girl named Clara helped me. Will definitely come back.

Feel like home in here. Mila and Dave help me lots last couple times I was there. I had an issue with my shoes and they help me with it. Great selection and one of the best stores around. I will keep coming here for my future kicks...

Raced across the city to make it here to do a return to find the store closed when i got there at 18:50 when the sign on the door says open until 19:00 on a Saturday. All the staff in the store standing around looking out at us.

Shar was absolutely incredible. Her product knowledge and patience was next level. I would highly recommend asking for her if you are looking for assistance at this location. Thank you for all your help Shar, the superstar!

I had a great experience at New Balance on Robson. The staff are very eager to help, and are super knowledgeable about shoes. The worker Amy came to my rescue, and recommended the perfect shoe to suit all my needs. :)

Bought 2 pairs here. Staffs are not professional, sticked together and was not attended to help us until we asked for. They still kept continue to gossip and laugh. We came in an early morning. Very disappointed!

Absolutely great store excellent helpful, knowledgable. Staff. Great selection for men and women..many different types and styles of runners..walkers..and casual shoes..plus very very cool shoe fitting machine!

World-class customer service and a team that truly know their product!! I absolutely recommend New Balance Vancouver to all of my close friends, family, and members of Steve Nash Fitness World! Great work guys!

Staff are friendly and helpful -- attentive but not overbearing. A size that was not available in-store was ordered in from suburban stores - useful to make sure I didn't run around looking for it!

The staff is amazing. The girl did her best to fit me, but my weird feet decided not to cooperate. Good selection, they have really nice and structured shoes for people with feet issues like me.

Have just bought hiking boots! The staff are friendly and helpful. I have other pairs of hiking boots which I have for three years and in relatively good condition. Very sturdy and comfortable.

Disappointing -i expected them to have all the colors all the models.i know which model i like already but was hoping to see full selection of colors..once again online shopping reigns supreme

The worst customer service. Associates lacked any kind of welcoming vibe or grace. Practically had shoes I asked for chucked in my direction. Won’t go back and definitely don’t recommend.

Matthew the sales assistant was fantastic. He helped me exchange a recently purchased shoe that was wrong for my running style. Got the right shoe and now I'm happy again. Thanks Matthew.

Didn’t even know this store existed! staff is v helpful and friendly, I went in to do an online return.. someone scanned my feet at the store and I ended up getting the right size. 10/10

Don’t go here if your Asian. Workers did not look happy to seeing a Asian person walk in. Better off ordering online or go to Nike down the block that made me feel much more welcomed.

there was an asian girl with blonde hair that helped me out, I think her name was Jenn and she was fantastic. Had a wonderful time browsing through the store whenever she was there.

Very poor customer service. The employees don't even wear name tags and they're very reluctant to help you. They also don't have many sizes in stock for popular shoes.

I visited the store few time , Argelique & Susan have help me a lot to f9nd the right shoe , they were nice and considered , professional and patient with customer .

Great shop with a large selection. Very nice, helpful and courteous clerk Clara Motta. We would hiring her immediately Thanks for the good customer support. …

Excellent shop, employee Liliia helped me so mutch. 3D scanned feet, helped with sizing and fit, i didnt feel rushed at all. Store is clean, no loud music.

Matthew was excellent. I had a great shopping experience thanks to him! He gave me different options to choose from and was very patient. Thanks matthew!

Staff was not helpful - they’re just talking to each other. They don’t exactly specify which size is available for certain shoes - very unorganized staff

The sales associate (arge) was so helpful and kind! she was also so welcoming and accommodating with me as I was in between choosing 2 pairs. Love her!!

Friendly staff but as far as full foot assessment and matching the shoe to your requirements it is terribly lacking. Under new management (again).

Staffs are helpful and nice. So glad they now have NB 530 in store now (before 530 was online only) They also have 990, 993, and 2002r.

So helpful. I had three patient salespeople waiting on me over the course of 30 minutes. They taught me the Runners Knot as well.

I have the 1080v9's, the Fresh Foam More's, the Sport Slip 900's, and the waterproof 1350's, and they're all fantastic shoes.

The girl with red hair she needs more training before she facing the front desk!! She’s kept dancing with other employees!!

Nice selection and friendly staff. Still couldn't believe they manage to get jjjjound992 in. This store is just amazing!!!

If you visit this store stay away from the girl with red hair very bad customer service rude person never here again!

Shockingly worst customer service. Store employees are not interested in helping the customers. Pathetic attitude.

Excellent customer service! Amy helped me pick out the right shoes and was incredibly helpful and friendly!

Yun is your guy! if you wanna find the perfect size for your new balance’s. Super helpful and patient.

Helpful staff. Didn’t have everything in stock but that’s to be expected on boxing week.

5 or 6 of the staffs were just standing and chatting and did not bother helping us.

Uni was fantastic at helping us out, had a great first experience at new balance.

Good customer service and shoe fitting. Clean bright store.

Anna is perfect, helpful , kind and great seller.

They have good collection. Highly recommended.

Excellent service. Super comfortable shoes.