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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

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Vans has 50 locations, listed below.

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    Customer Complaints Summary

    • 82 total complaints in the last 3 years.
    • 23 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:07/17/2024

      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 purchased a pair of vans and some sneaker spray. The total sale was about $73. Originally I was excited about the purchase and was eager to get the shoes. They were size 8, same size I have worn for years.Well the shoes get here and they are somehow too big. Naturally I am bummed out and try to find a way of keeping the shoes even though its evident theyre too big.I then simply look to the website to do an exchange. This is when things went downhill fast.You cant do an exchange online, but you can contact customer service. Oh okay then. I wait till Monday, as I assume no one is working during the weekend.I called Monday morning, explain to the staff member, I just had invasive hip surgery that included part of my hip joint being surgically rounded and put back into the socket. So you can see travel is hard at the moment.vans provided me with no help with simply trying to exchange the shoes for a half size down. The staff member told me I would have to go to a store and do it. The closest store is over 2 hour drive and about $60 in gas one way. They didnt even try to work with me or help me in any small fashion and forced me to return the shoes. Im disgusted with Vans lack of just plain caring. You cant force people to drive over two hours one way just to get a half size smaller shoe.

      Business Response

      Date: 07/18/2024

      Hello *****,

      We are sorry you had a negative experience with our team.   We have gone ahead and provided an early refund for your order, this will go to the original form of payment. 

      If you would like to make a replacement order, here is a code good for 20% off your next order:
      QQVS-6ODX-DE

      Thank you,

      Vans Customer Care

    • Initial Complaint

      Date:07/12/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      This is the 2nd order that I placed that I didn't recieve. Said was delivered July 9, we searched everywhere in the museum, and asked front desk and shipping employees, no one has seen any Vans packages. We order numerous things and have never had this problem. Sent email to the company, didn't get a response. OnTrac/Lasership said they delivered it at 11pm to ***************, this company is fraudulent. Who delivers and leaves packages outside a business at 11pm?? Tried several times to reach out to Vans, they did not respond. Also the coupon code didn't work from a previous order that got lost. Never buying from Vans again!!!

    • Initial Complaint

      Date:07/09/2024

      Type:Product 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 returned an order on 6/8/2024. Vans received the return and has yet to reimburse me. It has now been over 30 days and I cannot get in contact with Vans. Their live chat doesnt work, their phone number doesnt work and they have not responded to any of the three emails Ive sent over the last 3 weeks.

      Business Response

      Date: 07/16/2024

      Hello *******,

      Thank you for your patience with our refund process.  Our records indicate a refund for your order was handled on 7/9/24 to your original form of payment. 

      If you have further questions, please reach out.

      Thanks,

      Vans Customer Care

      Customer Answer

      Date: 07/16/2024


      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:07/08/2024

      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.
      My complaint is against Vans outlet store I pay for overnight shipping on three pairs of shoes two or tennis shoes one were slipped on flip flops one pair of tennis shoes was the wrong size and I never got them overnight took three to four days I want my money back for the overnight shipping I have another pair of shoes that I ordered on July 5th that I paid for overnight shipping still not here yet so I want my money back for that overnight shipping they got false advertisement going on there and something needs to be done about it

      Business Response

      Date: 07/16/2024

      Hi *****,

       

      Thank you for reaching out.  We regret you did not get your packages as quickly as expected.   We have gone ahead and refunded the shipping on both orders, you should see this charge refunded back to the original form of payment.

      If you have further questions, please reach out.

      Thanks,

      Vans Customer Support

    • Initial Complaint

      Date:06/27/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 made a purchase at Vans outlet at ********, ** on 6/1. When I got back to ** I realized the next day that I was overcharged on my receipt. I called the next day & spoke with *** (manager) and she informed me that she would Fed-Ex 50% off of my $84 charge. After I received the fed-ex envelope I called her to inform her the envelope had been tampered & the cash was missing. *** asked for my cell number & said she would be in contact. I called the store a few days later & was told she was on a business trip & had a tracking # for me, I explained that I would not be able to contact fed ex since I wasnt the sender. I spoke with two assistant ************ asked them to forward my information to the ****** never heard from him. I found his information online & contact him. **** the ** asked me to go to my local store and they would be able to refund my receipt at 50% like *** had offered. I went to the store today & the refund they offered was under 50%. I called him while I was at the ********** ignored my text & call. His store did the same thing when I tried reaching them. I thought I would get a professional outcome with the general ************ acted the same way his employees did! I was given a voucher for a pair of **************** able to use it in the store because I was informed that particular sneaker isnt carried in the stores, although its not an online exclusive. If **** would have told me upfront the refund wouldnt be the original offer *** gave me I would have maybe accepted it.

    • Initial Complaint

      Date:06/14/2024

      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.
      Bought overnight shipping after reading their shipping and processing policies on times. I placed my order at 10am pst and it wasnt processed or shipped out until the next day. This put my order at not even having a delivery date until 6/17 which I could have used standard shipping and had the same result. All day I tried to reach vans by phone, email, and chat. Two of the three services dont work and they wont answer your phone call.

      Business Response

      Date: 06/17/2024

      Hello ****,

      We are sorry your order did not come as quickly as expected, we have gone ahead and provided a full refund for the Overnight Shipping charge ($29.95).  We have also provided an additional $30 discount off your order. 

      The refunded amount will go back to the original form of payment.

      If you have further questions, please let us know. 

      Thank you,

      Vans Customer Care

    • Initial Complaint

      Date:06/06/2024

      Type:Delivery 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.
      transaction: 6/5/24;order: 87333429;Vans (company name) offered a 15% discount on orders if one enrolled in their 'Vans Family' subscription list. I did so but did not receive the discount. An online chat rep informed me my order was excluded. Note: Attached PDF -> 15% offer *exclusions apply and online chat partial transcript "Valid on Vans brand in-stock merchandise only (no rain checks)." What was ordered was their best seller and in stock.Realize Vans based in ************** is not registered with BBB

      Business Response

      Date: 06/07/2024

      Hello *********, 

      Thank you for reaching out regarding your recent order.  We are going to honor the discount for you on your recent order.  We are going to give you 25%back instead of the 15%, you will see a $30 credit going back to the original form of payment. 

      Thank you, 

      Vans Customer Service

      Customer Answer

      Date: 06/07/2024


      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:05/16/2024

      Type:Billing 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.
      On May 7th 2024 Vero allowed a company to take $75.60 out of my account without having my account number the company had my card number. This is the second time this has happened. But my direct deposit went into my account they took the $75 out that cause my account to be overdrawn. Now they're telling me I have to wait so many weeks before they can put the money back into my account. This is the second time that borrow allowed this to happen I've changed cards two times and they still allow the same company which is OnStar to go into my bank account using a debit card and not the bank account number and now I have to wait because of mistake they have made.

      Business Response

      Date: 05/17/2024

      Hello ******, 

      We are Vans.com, it looks like your issue is with OnStar.  

      Please contact Onstar regarding this issue.  

      How Can We Help You? | OnStar Help and Support Articles. 

       

      Thank you, 

      Vans Customer Care

    • Initial Complaint

      Date:03/26/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Bought my Van's **** then a year ago and wore them for one week they are splitting on the sides they are defective I can't find the receipt but paying over a hundred dollars for them why are they splitting poorly made I would like a refund or a replacement

    • Initial Complaint

      Date:03/20/2024

      Type:Delivery 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 Vans Aura Pro Snowboard Boots 1/30/2023 and used them less than one full season of snowboarding. My boots started coming apart at the seems due to poor quality in the manufacturing process. I have contacted vans warranty department and sent the company pictures and evidence. They sent me back a response saying to contact BOA which makes the lacing system on the boot. I responded back telling them the lacing system was fine and it was the boot quality that was lacking. I have not received a response even after several follow *** via phone, chat and email. They are ignoring me. You can do a quick ****** search to see their customer complaint department is pure trash and a sham. If you go online, and look for reviews of this particular boot, poor quality is a top complaint and horrible customer service is par for the course with this company. I could understand regular shoes, but these are PRO snowboard boots that cost nearly $300. It is ridiculous they fall apart so easily. I would just like my boots replaced or my money back.

      Business Response

      Date: 03/27/2024

      The Vans organization would like to extend our regrets that this product did not meet your expectations and any troubles you experienced as a result. We have connected with our Warranty Team and will be issuing you an electronic gift card for the purchase amount via email within 48 business hours. This gift card can be used online at www.Vans.com or any US Vans retail store and never expires. 

      We have shared this feedback with our team to ensure products and customer care experience will best support consumers in the future. We appreciate your patience, communication, and patronage to our brand. Thank you for giving us the opportunity to make this right. 

      Customer Answer

      Date: 03/29/2024


      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,

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

       

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