First off, I want to thank Filip for the fantastic enthusiasm & understanding of all the products. This location has ample parking with a spotless interior. Unfortunately the shoes I was looking for are not carried here, but all of the questions I had were accurately answered.

Mixed feelings about this one. I generally love New Balance shoes and I was positively surprised by their in-store technology to measure your feet for any imbalances but their customer service was hit or miss. The person helping us was way too aggressive in trying to upsell us the most expensive things and to add on extras like soles etc. We went their for their black friday discounts but he was trying so hard to upsell us on the shoes without discount and he kept trying to change his story and excuses as to why we should get the expensive non-discounted ones. When we decided to buy the cheaper one he was not happy at all and his attitude completely changed. Didn’t even say “thank you” or “have a good one” once we completed the sale.

Excellent customer service by Dante. Helped scan my girlfriend’s feet for custom soles for her work shoes. He also explained a lot about the new shirt drops.

Bought a pair of new balance and they are great. Wanted to leave a review because of my experience in the store with another customer. An elderly woman who I’ll nicely say was a bit difficult was also looking to purchase shoes. Jonathan was the most polite and patient person with her. Helping her look at them online, try them on, make her purchase and much more. He even helped walk her to her car. He could have chosen to match her attitude and instead he chose to be kind. I’m not sure how he did it but I’m grateful for people like him.

Massive space, few sales people to help. Stock seems to be limited. Better come check your size here first and then order online. Ample parking.

Great place to get shoes and insoles to support your feet. My wife just had a diagnose of neuroma condition. The doctor recommended to come to this store for an insole and a shoe. This store has very highly tech equipment that would help you to measure the exact fitting of your feet. My wife got a 3D view of her feet on a platform and was fitted with a right sole to correct her feet condition. With the computer rendering of fitting, the sales person was able to bring a few recommendations for shoes to go along with the insoles. After wearing those shoes, my wife felt the pain in her feet went away. Those high tech gadgets worked wonders. They do have a lot of shoes and athletic apparels here for the New Balance brand. And I believe running shoes are very good as I was walking around browsing the displays while my wife was fitting her shoes. The store allows only a couple of people in the store at a time and placed many covid safety measures. They do clean the machines between customers for fitting. The parking lot is huge. It can probably accommodate over 50 cars. Thanks

I stood in the store for 15 minutes with a simple question about color and insoles and no one even bothered to greet me in two obvious attempts to get attention. Never buying from this store. Very clearly NOT busy either.

I have to be honest in this review. New Balance has come a long way with style and innovation over the last few decades. My adult son wanted a workout shoe and a stylish everyday walking shoe. When we got into the store, the salesman measured his feet on a machine and the arches as well. What began as a purchase for two shoes felt like this mad sales pitch to buy expensive 60.00 insoles putting the mother and son potentially in an awkward position with mom thinking it’s overstated and a pushy salesman, son feeling that too but not sure and also buying into the endless push for inserts to be purchased! Salesman Brett was knowledgeable but the sales pitch endlessly of inserts really puts family members on edge and questioning the authenticity of the interaction. 60 dollar inserts and you are buying 160.00 workout support shoes that should have the proper support built into the shoe for that price. But he peddled the high end extra costs anyway…Update, went in a second time without my son and witnessed the hard sell of insoles to another male customer. Same tactic used as I sat and listened trying on running shoes alone. Clearly they push these insoles as a money making extra for their sales people and truth be told the sales people are not that pleasant to be around. So different than the customer service that’s amazing at REI, or NIKE etc…

We went to their Pasadena store's Labor Day sale and was not disappointed. My 2-year old son was fitted for a pair of running shoes (they looked so cute on him, running around the store) and the manager helped us purchase them in record time. The staff's courteous "no-pressure" style was inviting and left us with the rest of a gorgeous Southern California day to run and play in some sporty kicks, later at the pool.

The quality of their shoes is amazing and the design is good. Staffs were patient and friendly.

I bought some nice sneakers here. The total was about $171.00. Not cheap, but I will have the sneakers for many years. They did offer some larger sizes such as 15, which I needed. Overall a successful shopping trip.

I went to this NB store, and they just helped me to get my size, after that, they didn't aks me if I need help to try on shoes. Customers that came in after me got helped right away.

Called with a question about their return policy. The person on the phone sounded annoyed and came at me with short answers. The kicker was when the call was wrapping up, the person exclaims "Jesus Christ... this guy" and then proceeds to hang up. Just... I've never experienced anything like that before. They really need to work on BASIC customer service.

Plenty of parking. Clean spacious store. Was greeted upon entrance. They have a machine that takes a scan of your feet and tells you exactly what kind of shoe or support you will need. Jonathan was super interested in find me the best shoe and sharing knowledge at the same time. The shoe he picked was like walking on pillows... perfect for my feet. It's worth it to come in and try them on believe me! Thanks to the staff there everyone was very helpful and not pushy at all

My 1st time buying a pair of new balance. The workers were so helpful, the selection was so fire I was in disbelief. After finding the right shoe for me (2002r) I was informed for a 40% discount for Veterans...boy oh boy, shoes went from 149.99 to 89.99 I had to double back and get 2 pair. I was instantly mad at the Air Max 1s i had on that day. Refined Future pack, or Protection Pack. Either way, New Balance has got a new customer.

Two star for liking your 990s in general. Purchase a pair of 928v3 on 11/28. Shoe was worn for about 20 minutes outside my house. The fit wasn't perfect as the tongue was constantly rubbing against my lower shin. So I had to return it the next day. The manager was giving me grief about their return policy but was still able to give me a full refund. New Balance: Most of the major shoes brand allow for a full refund on a slightly worn product. Please consider updating your return policy at the store. From now on, I will only purchase online and not bother visiting this store.

I enjoy the shoes with the best support and I've been able to find and they last a very long if you take care of them . Sorry no photographs but you'll find something that you're looking for. The only thing they're not caring are golf shoes. And they have white sizes as well for those of my fellow 3 E. Or if not you can order them. They will have them for you within a few days. Sorry, no photos

Disappointed that my feet hurt with my New Balance shoes since they are so expensive. I bought them because I am on my feet 8 hrs a day. I own a $20 pair of shoes that are more comfortable than my New Balances 😔

Brett provided incredible customer service today and went the extra mile for me as I was searching for comfortable shoes. I left the New Balance store so impressed, with a smile on my face! Promote Brett to manager!

Not so bad for a shoe showroom in downtown Pasadena. It looked like a small shop from outside but it's not that small. They had a good collection of latest shoe styles. A few colors were not in stock but that's alright. You can't expect them to keep everything in store, right? The guy who helped me and my wife was really patient and polite. Their technology for 3D mapping the feet was similar to the one we find at Roadrunner's shop. I liked it. I took out a star because they only insisted us to buy the latest designs and didn't even show us any low budget options. Of course I bought the latest design for my wife but I also like to see my options.

Thank you Mark for patiently providing recommendations for my shoes. You have definitely represented New Balance well and you have earned my confidence to introduce friends for your consultation and advices.

I did not know that this store is a franchise which means "individually owned", not a part of the corporate. I already bought a pair from Zappos and wanted to buy one more in a different color. Zappos did not have my width in that color. I called the store to check on the availability for my size and width in that color. The store assured me that they have plenty in stock. I came to the store and bought a pair. I did not pay attention that the pair did not have the original paper tags (width D paper tag one one shoe plus another small paper tag on another shoe) like a pair of shoes from Zappos had. I found out at home that one shoe was defective - the tongue was not attached properly and was scratching my foot. I strongly suspect that they gave me someone's else defective return. I called the store and was told that they do not have width D in my size (?!) and they MIGHT give me a credit only but definitely not a refund. Why? The shoe is defective - not my fault. Do not buy from them - poor customer service and terrible return policy. Do not recommend!

Best shopping experience ever! I have always wanted to buy new balance shoes and as soon as I got into the store, i was blown away! Bret was such a professional and amazing gentleman! He helped me figure out the models I liked and made sure to explain the different use of each shoes as I wanted something for casual! Shoes are made with really good materials and price are reasonable! Thank you Bret for making this such a pleasant experience!

This particular store is great and every employee is helpful and knowledgeable. This store is definitely our go to for most of our athletic shoes. It's even great that they offer nurses a 20% discount. They also do everything they can to keep us safe and they have COVID-19 precautions on place. Thank you all for your great service! Much appreciated!

Jeffrey helped me today and it was a great experience! Probably the best shoe-buying experiencing I've ever had, super helpful, he let me take pictures of the data that their foot machine thing gives you of your personal foot specifications, too. Highly recommend!

I made a call to the New Balance store and asked them initial questions. They said that they have a short supply what I was looking for. When our party went to there, they ushered in the store. We purchased a pair of toddler's shoes. I used own a shoe store as well so I know shoes. New Balance is a really good brand; the pair I have purchased was well made. My kid loves his new shoes. I've got a good remark from the kid's mother as well.