In a recent development that has stirred conversation and concern, New Balance Malaysia has taken the proactive step of temporarily removing one of its shoe models from shelves.
This move comes after the discovery that a portion of the product is made from pigskin material, an issue that holds particular significance in the context of Malaysia’s predominantly Muslim population.
New Balance, acknowledging its oversight, promptly took ownership of the situation. The brand openly admitted that it had not effectively communicated the material composition to its customers.
In response to the revelation, New Balance Malaysia made the decision to temporarily remove the specific shoe model from its shelves.
Furthermore, New Balance Malaysia extended a comprehensive solution to its customers who had purchased the contentious shoe.
The brand offered a full refund or the option to exchange the product for an alternative.
New Balance Malaysia’s official statement
Official Statement from New Balance Malaysia
New Balance Malaysia has received several queries regarding the material composition of shoes with style number U990TA4, and, after a thorough investigation, we can confirm that a small part of the shoe contains pigskin material.
Accuracy and transparency are critical to our team at New Balance, and we sincerely apologise to any customer who received inaccurate information from our team We take full responsibility for this lapse in communication and are committed to providing a satisfactory solution for our affected customers.
For all customers who have purchased the U990TA4 from New Balance Malaysia, Crossover, and ATMOS KL, whether in-store or through the website, we will honour product exchange or a full refund at any New Balance store within Malaysia (except Factory Outlets) effective immediately and valid up to three (3) months. Our store teams will be available to assist you with this process.
We have also recalled and ceased the sale of U990TA4 and have informed our partners and distributors to implement the same measures until the labelling is updated.
Our customers’ trust and satisfaction are of utmost importance to us, and we will work diligently to regain your confidence.
Once again, we extend our sincerest apologies for this oversight. Thank you for your understanding and continued support.
Best regards, New Balance Malaysia
