We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Retail Shoes

Vans

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Vans's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Vans has 50 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Vans

      1588 South Coast Dr Costa Mesa, CA 92626

    • Vans

      4400 Sharon Rd STE G23C Charlotte, NC 28211-3531

    • Vans

      2500 N Mayfair Rd Spc 572 Wauwatosa, WI 53226-1409

    • Vans off the Wall

      3211 People Street Suite# 32 Johnson City, TN 37604

    • Vans off the Wall

      7600 Kingston Pike HG 8&9 Knoxville, TN 37919

    Customer Complaints Summary

    • 82 total complaints in the last 3 years.
    • 21 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The threading came undone within the first month of owning the boots. The *** system is NOT broken it is working as should. I have previously emailed Vans warranty multiple times without resolution, earlier on they began to ghost me.After sending out another request, Vans tried to **** me off on to the shop that sold them to me and then finally tried to tell me to go to *** (even though the *** system works as it should). The product was defectively sewn, and the system was not stitched heavily into the boot.I have recently asked for a $30 repair credit but at this time I am losing faith with Vans. It is sad that the product should have held up much longer than it did. Using the product less than a month seems a bit odd for it not to be manufacturing defect.

      Business Response

      Date: 06/25/2025

      Hello ******, 

      Thank you for reaching out, we regret you had issues with your boots.  Our records indicate our care team provided you with a gift card on 6/20/25 to make a emplacement purchase at ************************** or in a Vans retail store. 

      Please let us know if you have any other questions. 

      Thanks, 

      Vans Customer Care

      Customer Answer

      Date: 06/26/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ****** *******

       

    • Initial Complaint

      Date:05/28/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have never received such awful service from a well known company I have been buying shoes from for years. The ontrac carrier service they have switched to inorder to save money is cutting the corners at the cost of their customers. I never received my order, my address was correct and my address is a ground level apt in a city area, not off grid in the mountains. Claiming my package was undelivered is absurd and now my shoes are out of stock. When attempting to repurchase the item and paying for expedited shipping to ensure ontrac was not used, once again ontrac was the carrier service provided.

      Business Response

      Date: 06/06/2025

      Hello ******, 

      We are sorry you were having issues with your shipment.   When looking in our systems we do see your latest order (********) was delivered on 5/29/25 at 3:37PM. 

      Please let us know if you had issues with your delivery and we can look further into this.

      Thanks

      Vans Customer Care


    • Initial Complaint

      Date:05/20/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought my toddler a pair of vans from the vans outlet last week. Our purchase included 2 normal priced vans and 2 sale shoes. One pair of normal priced shoes had a material defect in which I was told to reach out to customer service to process a refund. My daughter put the shoes on once and kept complaining about the tongue of the shoe. It was causing blisters and wouldnt stay in place. The glitter material shoes are extremely stiff and thick. The tongue of the shoes have a crease in them which I wasnt able to smooth out. Obviously, regular material vans do not have this issue. The tongue of both shoes do not stay straight because of the material which then cause issues wearing the product.I was told by customer service that they do not process refunds for comfortability and sizing issues. The issue is the material of the shoe which caused a defect. I dont know who wears shoes with the tongue sliding off to the side. My toddler can not wear shoes in this condition. They caused blisters on the top of her feet from the thick material rubbing and not sitting in place. My family mainly wears Vans and we have never had an issue like this, especially being rejected on a return when the issue is the manufacturers fault.

      Business Response

      Date: 05/22/2025

      HI *****,

      Thank you for reaching out, we regret the shoes did not work for your toddler.  Due to the shoes being purchased at a retail store, we are not able to provide a refund as they have a different system than our online store.  We are going to provide you with a $35 Vans gift card which can be used on a replacement purchase.  

      If you are looking for a refund to your original form of payment, we recommend taking the shoes back to any Vans retail location. 

      You'll receive a gift card in a separate email to your provided email address.

      Thank you,

      Vans ****************


    • Initial Complaint

      Date:04/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a pair of ***** white vans from ************************ in December of 2024. I wore the shoes 3 times. Only threee because they got rained on the third time and dried a stained yellow. I contacted vans through their email platform to which they asked for dozens of bits of information from my name, address, phone, invoice, etc. only for them to then state it is normal for a pair of completely white shoes to turn yellow after a single use. They look disgusting. If I wanted yellow shoes, I would have purchased yellow shoes. I believe this is a know issue that they refuse to address with their manufacturing of shoes to rip off their customers. I expect a full refund as this type of service results in me no longer wanting to support a dishonest and out of touch brand.

      Business Response

      Date: 04/17/2025

      Good Morning *******,

      Thank you for reaching out, we regret the issue you had with our product.   We have provided a refund to your original form of payment, this should be back on your card in the next 3-5 days.

      If you need further assistance, please let us know.

      Thank you,

      Vans Customer Service


      Customer Answer

      Date: 04/17/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ******* *******

       

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went in to get shoes for my granddaughter the pair she wanted was 44$ and the shoes were two different sizes and then when the guy came back he brought a pair that was 89.95$ i was not attending to spend 100$ on shoes the guy who helped me fooled me i didnt ended up getting a good deal cashiers name was **** at the vans store in el cajon **************** . store # is ********** .

      Business Response

      Date: 04/08/2025

      Hello *****,

      We regret you had a poor experience in our of our stores.   We are unable to provide a refund to your card as we are the online team for Vans.   We are going to provide your contact information to the stores District Manager to provide support. 

      If you have further questions, please let us know.

      Thanks,

      Vans *********************


      Customer Answer

      Date: 04/08/2025


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

      Regards,

      ***** *******

       

    • Initial Complaint

      Date:03/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I regularly purchase Vans shoes for my son as they have always held up to wear and tear and last. These shoes I purchased at the end of January 2025 and received early February. My son loved the shoes and was so excited to wear them. The sole at the sides after one week showed signs that the glue was not adhered correctly, then within a week the sole had completely become detached from the sole, an $80 pair of shoes completely ruined in less than 3 weeks time when these shoes usually last him 8-12 months. I am beyond frustrated they moved manufacturing from the ** to overseas as these issues never happens prior to being manufactured stateside. And now I have to purchase a new set of shoes for my son which wasnt budgeted for since his shoes usually last. I am beyond frustrated with this situation.

      Business Response

      Date: 03/17/2025

      Hello *****,

      Thank you for reaching out, we regret your son was having issues with his Vans shoes.   As these were purchased at Journeys, we are unable to provide you with a refund.  On the Journeys site we see these shoes were listed at $59.99   We are sending you a gift card for $70 to make a replacement purchase on **************************. 

      Thank you,

      Vans Customer Care

       

       


    • Initial Complaint

      Date:02/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am furious, your brand completely let me down. I am a LA-based photographer who travels the world for my shoots. Back in december I had been on the road for 5 months already and had used my precious Vans Authentic all over the world, so it was time for me to buy a new pair. I am wearing Vans authentic pretty much 365 days a year and had never faced such an issue like I'm about to tell you.I decided to buy a new pair of Vans authentic while I was in *********. Same size and color as I've ordered for the past 12 years! AFTER ONLY 10 DAYS OF NORMAL USE A HOLE WAS FORMED WHERE THE BIG TOE TOUCH THE SHOE!!! 10 days!!! Because I was in another country after, there wasn't anything for me to do!I am now with this pair of unusable shoes with a hole in them! I've never had any issue like that with any other sneaker! I want a refund!

      Business Response

      Date: 02/20/2025

      Hello ********,

      We regret you are having issues with a pair of our shoes.   We would like to resolve the issue, but have a few additional questions.

      1) Can you provide us with pictures of the shoes.  We would like a photo of the whole shoe as well as the defective area.

      2) Can you provide following details around the purchase

      Where was the product purchased from?

      Do you have a receipt for the purchase?

      With this information we would be happy to assist you further. 

      Thanks

      Vans Customer Care

       


    • Initial Complaint

      Date:12/21/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Transaction date Dec 14 2024 on ************************ website. I would like an explanation as to why I received a mismatched size pair of shoes? And, without a receipt or return slip inside the parcel? (in case something is incorrect with the order.) I am writing this explaining that one or, more employees at vans saw it fit to purposely and incorrectly fulfill my purchase, in order to leave me stuck without proper shoes during the holiday season. The customer service representative offered me NO means to return, nor refund the incorrect item that was sent to me. Purchase item was 1 pair of shoes size 11. Vans instead sent one left shoe size 11, and one right shoe size 10! In all my life, I have never heard of anyone receiving mismatched sizes of shoes in a single order, nor have ever experienced the ridiculous lack of professionalism when it pertains to solving logistic issues!!

      Business Response

      Date: 12/26/2024

      Hello ****,

      Thank you for reaching out, we regret the issue with your shipment.  We have provided you with a full refund to your original method of payment.  We are also sending you a $40 dollar gift card to your email address to utilize on a future purchase at ************************** or in a Vans store.

      Thanks,

      Vans Customer Service

      Customer Answer

      Date: 12/27/2024

      Why would ************************ not send me a new pair of shoes? Vans should have sent a courier to deliver new shoes, and pick up the wrong ones. DONE! Instead, you sought to destroy a customer's holiday experience by purposely sending mismatched size shoes, knowing my money would be tied up during the holidays. I find that to be absolutely infuriating, the fact that someone went out of their way to denigrate my experience with your company is absurd. Bottom line, I still have NO shoes! Thanks for the absurdity vans! Friends for life.

      Business Response

      Date: 12/27/2024

      ****,

      We are sorry we were not able to replace the order as the product is no longer in stock.  If you look at the website you can provide us a similar priced alternative and we can place the order. 

      Thanks

      Vans Customer Service

    • Initial Complaint

      Date:12/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a pair of shoes through the vans store here locally in ********, **. The next day I get an email saying that my order was cancelled. I go back up to the store, they say they dont know and to call customer service. So I do, and they dont know why it cancelled but they place it again. The first time I bought the shoes for $57.04. This second time it charged me $62.04 for the same shoes and I said wait a minute why did it charge me more. She said when the shoes ship well send the difference in price. All of this was the ninth and tenth of December. The shoes finally shipped, and they gave me a tracking number. Twice it attempted to deliver but they said the business was closed so they couldnt deliver. Mind you, they are delivering to their own Vans store, how do they not know the hours? And every time it says delivery failed, its while the vans store is open! So Im contacting whoever ontrac is who provides the tracking number, and they are not helpful at all. I have to do some live chat because there is no number to call. They say the dont know, I call vans back and say hey I just want my money back, this is turning into a whole ordeal. And now they are holding my money hostage, saying we will refund once we get the shoes back. And Im like thats on yall. If your shipping company cant do the job right thats not my problem. So now I have no shoes, they kept my money, no one really knows where the shoes are and vans is not worried in the least bit. Im done wanting those shoes, I just want my money back please.

      Business Response

      Date: 12/19/2024

      Hello **********

      We regret the issues you had trying to get your shoes delivered.   We have provided you a refund to your card on 12/16 you should see this posted back to your original form of payment soon. 

      We are also sending you a $30 gift card to utilize on your next online or in-store purchase with Vans.

      Thanks

      Vans Customer Care

    • Initial Complaint

      Date:12/12/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Vans on Thursday, December 5th, paying an additional $20 for expedited shipping to ensure delivery on Friday, December 6th, as I would only be in ***** until that date. Despite this, the order arrived on Tuesday, December 10th, after I had already left the city.Since Thursday, December 5th, I have been trying to cancel the order and request a refund. I was told by Vans customer service to wait until Saturday, December 7th, to escalate the issue. However, after following their instructions, I stopped receiving responses to my emails. I have sent multiple follow-ups, but my inquiries remain unanswered.This situation is unacceptable. The fast shipping I paid for was not honored, and Vans has failed to address my cancellation and refund request despite repeated attempts to resolve the issue. The package is currently at the hotel where I stayed, near the Vans store in ***********, yet no solution has been offered.I am requesting a full refund of the $108.00 I paid for the product, including the additional shipping cost. I also ask Vans to take accountability for their poor communication and customer service.

      Business Response

      Date: 12/19/2024

      Hello Sol,

      We regret the product did not arrive on time for you.   The order was placed with a gift card and our team provided a refund via gift card on 12/12/24.

      If you have further questions, please let us know.

      Thanks

      Vans Customer Care

    Vans is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.