Complaints

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

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• 

  Vans

  1588 South Coast Dr Costa Mesa, CA 92626

• 

  Vans

  4400 Sharon Rd STE G23C Charlotte, NC 28211-3531

• 

  Vans off the Wall

  3211 People Street Suite# 32 Johnson City, TN 37604

• 

  Vans

  3301-1 East Main Street Ventura, CA 93003

• 

  Vans off the Wall

  2626 East Stone Drive Kingsport, TN 37664

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.

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 some vans from the Vans outlet in ****************** Mall in ********* ******** around last year October or so of last year and basically my daughter didn't wear them everyday they still look really really new and they start coming apart at the bottom so I contacted Vans about this and they basically told me I have a Vans account I have two email accounts with ***** because I bought a lot of shoes from them at the end of the day they gave me a whole lot of red tape and they told me they needed proof of receipt of proof of purchase before they could do anything I end up giving them the proof for purchase and long and behold they sent me they said they was going to send me a gift card you know I guess for me to replace the shoes or whatever I showed them the receipt I paid $45 plus tax for those shoes Vans that thought it was funny and sent me a e-gift card for $15 what pair of shoes are you going to get in advance store for $15 this is very unacceptable and very a professional for you asking for the receipt I give you the receipt everything you asked for and for you to basically buy a professional and terrible customer service

  Business Response

  Date: 03/07/2024

  The Vans organization extends our apologies for any troubles with the footwear in question and for any confusion with our warranty process. We will be issuing another gift card for $50.00 via email within ***** business hour, in addition to the prior gift card value of $15.00, totaling $65.00. These two gift cards can be used together or separately on www.Vans.com, or in any ************* Vans retail store and will never expire. We would like to extend our thanks to this consumer for being a member of the Vans Family and for giving us the opportunity to rectify this experience. 

  Customer Answer

  Date: 03/07/2024

  
  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:02/26/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 currently have 2 orders(order # ******** & ******** both orders are $755 each)was ordered back in December that I returned to vans and they got to vans warehouse been a month since it says it got delivered. I cannot find the tracking numbers for them but they must know which are the tracking numbers for both of them. Ive been contacting them about both order and they keep saying they have but a request to locate the returns, On February 15 when I called they told me they have located the packages and they would be refunding me on the 20 of February. As of today February 26 I called and they told me the warehouse has not contacted them with any information since the February 15 and I still need to wait on them to get a response from the warehouse back to a supervise to get refunded. Looks like theyre just like to keep people waiting for the longest and never do anything about it!!

• Initial Complaint

  Date:02/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 order date was on December 27 2023 and I have bought 10 pairs to donate them to 10 specific people I knew in a shelter. Order number is ******** and the amount of the order is $755.84. Ive been contacting them ever since the order was marked delivered they keep saying they have to wait until the warehouse emails them back but its been a month and some weeks that passed and I havent received any of my refund. They refunded a little less than half of the order just need the other half refunded. My tracking number is ******************** it shows it was delivered in the 16 of January and I havent got my refund nor they been trying to help.

  Business Response

  Date: 02/19/2024

  The Vans organization would like to thank ***** for being a loyal member of the Vans Family. We apologize for any confusion or delay with your refund. We have processed the remaining total refund for the order on Monday, February 19th, and the funds should be available back to the original form of payment or connected account within 3-5 business days. 

• Initial Complaint

  Date:02/15/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 two pair costly vans that the rubber came apart and had buildup of funk in the shoe edges unnoticed until after having parasitic and fungal infection had be on multiple antibiotics from infection keeping from being sepsis since I am stage 5 kidney failure. I contacted vans via email and a lady claiming she is third party emailed and called asking for my social security number and all release of medical history and said she would resolve this I'd I dropped attorney I had hired to file a claim in civil court for health risk of shoe and poor quality..I refused give her any private info ad I provided well beyond evident photos of the defective and very evident to dangerous health risk..said I only want shoe refund and she said no I would not unless giving acess private information which is irrelevant to the poor quality defective shoes I want refunded..I'll be taking this matter to highest extent of consumer affairs as possible as this is serious potential health issue not mention the cheap shoes people are getting that as mine shows no wear and clean other than the funk you have really be looking for but when you do see it's scary!! Have evidence and told her I would allow a judge or official my info but not someone I don't Eben kmow when it's irrelevant at that..she said in email I need kit contact vans shoe ** any more that I need go to her with any matter she is third party handler..this is a joke in itself!! I want speak and have it public with the higher management of vans consumer complaints **** and public relations as well as quality control personally please..this is ridiculous to say the least..the one pair hello kitty shoes cost my dad as gift to me over 200 dollars !! I have kept them.and others as evidence showing poorest quality ever and a dollar general shoe would last longer than these and think small children wearing these or weekend immune systems people are at high risk and these people need be held liable ..est cost of van I seek refunds on:

• Initial Complaint

  Date:01/26/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 received shoes for my birthday. The shoes are literally falling apart I contacted Vans and filed a claim on January 3rd- with ********************* He said the claim takes 7 to 10 business days **** days later I contacted Vans again of course they had no record of my claim ,,,Store Name/location of purchase/ Vans.com order number : Vans in ******** at ************** Date of purchase: 10/25/2023 Product Name, Size, and Color:****** **** (Canvas) Oxblood/White VN-OTUY8J3 They told me to go buy shoe goo from ******* because they dont sell any- per - ********* Jan 26th after I sent a follow up email; asking about the status of the claim Terrible customer service, would not purchase anything from Vans , north face, dickies, or any other VF corporation. Brief description of the issue with the product: sole and canvas is separated Amount paid for item:$65.00

• Initial Complaint

  Date:01/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Jan 12, **** Ordered shoes to replace warranty/manufacturing defect on vans.ca site as instructed by customer care. Website malfunction lead to EGift card Vans ************* issued of $206.00 approx not posting to purchase, therefore their system charged my credit card approx $250.00 System also failed to provide tax exemption option for minor. Contacted Vans ************* by email as instructed, to date charge has not been resolved. Called call Center when it opened, the first agent dropped call, second agent did not listen to understand the situation and gave completely wrong advice given circumstances, then would not listen to correct situation. They told me to return shoes when they arrive and they would refund the amount upon receipt, which, given the charge should never have gone through for full cost of purchase ( it was only meant to charge the difference between the cost of defective shoe and replacement that was slightly more expensive, due to lack of stock in original style they were replacing due to defect) when the person refused to understand their mistake, I gave up. I also refused to deal with them again given the interaction. Several emails later, and a lot of frustration, one agent emailed back asking for order number that I had provided in subject line of email agent was responding to. I explained info was in subject and responded to their message. No responses yet. Do, I sent screenshots of order confirmation email with pertinent numbers and screenshot of EGift card number with $206. Credit. They have $250 of my money on my credit card and the $206 egift card. I have nothing. Unless the shoes arrive on Jan 22.

• Initial Complaint

  Date:01/05/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 couple of items on Vans website and they arrived October 15th 2023. I started a return and all the items I returned arrived in their warehouse. I even received emails stating they received the return. I only got a small partial refund for my return. I have been in contact with Vans for over 2 months now and they keep telling me to wait a certain amount of time (ie. ***** business days). I wait for the time and then they say again to wait another 2 weeks. They keep delaying even though I ask to speak to a supervisor the customer service don't know what to do and respond with the same copy and paste. I keep waiting and nothing happens and no updates. Please help, they stole my money and won't refund.

• Initial Complaint

  Date:12/31/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Vans for my husband. The price was *****. I ordered them on December 17th. On December 20 I received a message saying that my order was cancelled due to insufficient inventory. No more than five to ten minutes later I received a message saying I can get the shoes for *****. I feel that was poor business. If they were insufficient inventory how can they offer the same shoes for a larger amount? I ordered the shoes at the higher price to see if they were going to cancel them. They didn't. They say they would give me 25 percent off if I put in a code, they didn't. My husband has always wear Vans but now he refuses to wear any Vans. He and I are very upset about the way Vans handled this problem.

  Business Response

  Date: 01/03/2024

  Hi ******,

  Sorry about the issue with your initial order.  We have provided you with a $25 refund on your order.  You should see this back to your card in the next 3-5 days. 

  Thanks,

  Vans Customer Support
  

  Customer Answer

  Date: 01/04/2024

  
  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:12/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 men size 10 all black skate half cab shoe on 12/8 from vans.com. My order # is 85436658.They said they were delivered to my front door on 12/14 at 6:50pm but they never arrived. I reviewed security camera footage and had 0 deliveries that day.I contacted vans that day and every single day since and keep getting told their systems are down. I contacted shipping carrier and havent heard back.These were supposed to be a Xmas gift and now not only do I not have them, they havent refunded me and have stopped responding!

  Business Response

  Date: 01/03/2024

  Hi *******,

  Sorry about the issues with your order.  Our records state a full refund was provided to you on 12/22/23. 

  If you have further questions please reach out to customer care.

  Thanks,

  ********************** Customer Care
  

• Initial Complaint

  Date:12/21/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 on 12/10/23, they shipped on 12/11/23 and were to arrive 12/12/23. I tracked the order and it says "undeliverable". I contacted customer service and they say they can't see order information. I emailed them also and got the same response and told to check back next week. I checked back on the 12/18 via email and tried to use the live chat feature. The live chat will not connect to an agent, there is no response via email and the phone line has been disabled. Ive been charged for shoes that aren't going to arrive and there is no-one to talk to in customer service because they must have blacked it out for the holiday. This is very frustrating for a company of this size to have zero customer service to help with issues. I'm writing this report to address this shortcoming. Had I known the customer service was this bad I would have never ordered from them and gone to a local retailer.

  Business Response

  Date: 01/03/2024

  Hi ******,

  Sorry about the issues with your original order.  Our customer service team sent out a replacement order on 12/22/23 and our records show the replacement order was delivered on 1/2/24.

  We hope you enjoy your shoes.

  If you have any other questions please contact customer care.

  Thanks,

  ********************** Customer Care
  

  Customer Answer

  Date: 01/03/2024

  
  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,
  
  ***************************