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

  11025 Carolina Place Pkwy STE A25 Pineville, NC 28134-9001

• 

  Vans

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

• 

  Vans Inc.

  333 Five Cities Dr. Pismo Beach, CA 93449

• 

  Vans Store - Polaris Fashion Place Columbus

  1500 Polaris Pkwy Ste 1082 Columbus, OH 43240-2129

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:12/19/2023

  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.

  On 12/15/2023 I placed an order # ******** at approximately 12:00 pm EST for a pair of $75 shoes for my son for Christmas. Shipping speed was 2 business days. The website clearly stated order now guarantee delivery before Christmas, which 2 business days from 12/15/2023 was more than enough time already so I had no worries. Since my order I have received an email saying unexpected delays with no time frame for anything. I went to the website and it now states some issues delaying packages. This was not on the website when I ordered or I would have not ordered as this is my sons big Christmas gift and I don't even know if it will arrive before Christmas. I reached out to the company via chat on their website and they would not provide me any information about my order and when it will arrive. This company has completely provided inaccurate information stating packages will arrive before Christmas and now are leaving customers in the dark with no response to when packages will ship. Worst customer service and horrible regards to customers concerns and issues. Refusing to help or provide any answers when my package will arrive.

• Initial Complaint

  Date:11/21/2023

  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.

  Order number ******** was shipped to the **********, ** location. The order was delivered at approximately 1:13pm local time, after waiting nearly two hours to receive an email stating the item was ready for pick, I contacted customer support at ************* and was told to go pick it up. I explained that I should have received an email by now. I HAVE YET TO RECIEVE AN EMAIL STATING THE ***** WAS READY FOR PICK.UP.Store pickup experience:I arrived at the store and talked to the only associate at the counter. She appeared clueless and confused. I explained that I was picking up a 'store to pickup' order. I showed her my ID and provided my information. She then said that she was the only person available, so I would need to wait until someone came back from break. After waiting 15 minutes, or so, another sales associate, asked for details of the order. She asked whether or not, I received an email stating it was ready for pick up. I said nope, but it has been nearly two hours. So, I provided the email confirmation and ***** delivery info, ID etc, and she went to the back to search for the package. Originally, she was not successful, until she phoned another associate, and that person directed her to the package. I showed her my ID again and left the store.I am deeply disappointed at how this order was packaged and shipped (see attached pictures). The jacket was stuffed, without any plastic or packing materials, in a small box. Really, is this how you ship jackets or bigger items?I expect some sort of gesture or discount on this item for 1) the overall experience and 2) conditioned that the item was packaged and received.

  Business Response

  Date: 11/24/2023

  Hello *****,

  We are sorry your experience with Vans was not up to yours and our our high expectations.  Due to your experience we have provided a $50 refund to your order.  You should see this back on your original form of payment in the next 3-5 days.

  Thank you,

  Vans Customer Service
  

  Customer Answer

  Date: 11/24/2023

  
  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:11/19/2023

  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.

  On 11/19/2023, I placed an online order with Vans for ******. After the payment was submitted using PayPal credit, there was no authorization page to review the order prior to complete submission. Unfortunately, my old address was set to be the shipping address, one that I no longer have access to. I immediately contacted Vans via their online chat, and the automatic chat told me to call or email customer service, as my order "should" be in the timeframe to be corrected. I tried calling customer service, but they were not available at this time (9PM on a Sunday).I immediately emailed Vans to let them know of the issue and to request an address change. I received a response quickly, within 10 minutes of my original email, stating my order has already been processed for shipping and they would be unable to change it, and I would have to contact to the carrier to "possibly" receive my order. On the Vans website in FAQ, it states that orders are never processed on the Weekends.I emailed immediately back and asked again to have my address changed to the correct one, as I was worried I would not receive the package I ordered. I received the same response to the first email, that the order has been processed for shipping and no changes could be made.I know that this order had not been processed within in the 2 minutes I sent my original email after my order was posted and am very disappointed in Vans customer service, which was robotic and did nothing to try to help the situation.

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair 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've been wearing vans shoes since I was a kid I have always preferred vans shoes I have noticed in the last few purchases that there has been no vans stickers to go along with my shoes I'm a sneaker head and also a sticker guy and was just wondering if you guys stopped putting them on your shoes and If so why?

  Business Response

  Date: 11/24/2023

  HI ******,

  Thanks for being a fan of the Brand!  Most of our Tags on our product are a peel-able sticker, so on your next pair watch out for that.  We are getting some stickers sent your way! 
  

  We do send out free stickers to our fans, if you are looking to get more in the future follow the process below!

  
  For free stickers, please send a self-addressed stamped envelope to:
  
  Vans Customer Service
  Attn: Stickers
  N850 County Highway CB
  ********, ** 54914
  
  Note: All sticker requests require a self-addressed stamped envelope to be sent to the address listed above. Requests without the self-addressed envelope will not be fulfilled.

  Thanks,

   

  Vans Customer Support
  

• Initial Complaint

  Date:10/08/2023

  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.

  Dear Better Business Bureau,I am writing to formally complain about an unfortunate experience I had with Vans online shop. I recently made a purchase from their website, and to my surprise, the system did not prompt me to select or confirm the shipping address. As a result, the order was set to be shipped to an incorrect address.Realizing the mistake, I immediately reached out to Vans' customer service via email to request a change in the shipping address or, if that was not possible, to cancel the order altogether. However, their response was far from satisfactory. They informed me that it was "too late" to make any changes or cancel the order. This is both frustrating and ridiculous, especially considering I contacted them immediately after placing the order.It is essential for online retailers to provide clear prompts for shipping details and to have a flexible system in place for addressing errors, especially when they are brought to their attention promptly. The lack of such a system and the dismissive attitude of their customer service has left me extremely disappointed. Due to this experience, I have decided never to shop at Vans online again.I hope that by bringing this to the attention of the BBB, other consumers can be made aware of the potential issues they might face when shopping with Vans online. I also hope that Vans will take this feedback seriously and make necessary improvements to their online shopping system and customer service approach.Thank you for your attention to this matter.

• Initial Complaint

  Date:07/28/2023

  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.

  Purchased a lair of shoes as a gift on my phone, on the site there is NOWHERE to input address info before you paypal. The site pulled an out of state address from my paypal i habent lived at in years, i contacted customer service and even though the order hasnt shipped and wasnt even confirmed yet, they wont cancel, refund, or update my shipping address because its "too late". The ONLY option they give is theyll put a return to sender sticker on it- if it hasnt even shipped??? My dads birthday gift is going to be stolen by someone in another state. ********, they will do nothing to help you.

• Initial Complaint

  Date:06/25/2023

  Type:Service or Repair 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.

  Vans sent me a 50% off promo code back in December 2022 because a package I ordered didnt have a tracking number and it took way longer to arrive than the estimated delivery time. I went to use the promo card on 6/24/23 to find out it was no longer a 50% off promo code. In the email the Vans manager sent me originally it did not say there was an expiration date for the code otherwise I wouldve used it before the deadline. Now the customer care center is saying there was a deadline for the code (which I was never aware of or in a written statement for me to see) and can only give me a 30% off promo-code. Honoring promo-codes should be a requirement from a business perspective. Its important for companys to provide clear rules and guidelines for promotions to ensure that customers know how to use them and when to use them.

• Initial Complaint

  Date:06/06/2023

  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.

  Not too long ago I received a pair of Vans as a gift. They are the Old Skool Shoe in regular width, black/white, and a men's 9.5. After wearing them just a few times, I noticed that the interior lining at the heel of the right shoe started to rip. There was not anything that I thought I could do, so I continued to wear them. However, the rip has gotten progressively worse; when wearing them, it causes significant pain to my right heel as the ripped area rubs against it (even damaging multiple socks). This is the only pair of Vans where I have encountered this issue and assume it is due to either poor craftsmanship or a production defect. I would like for the faulty shoes and socks that were damaged as a result to be replaced.

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair 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.

  Good day, an order was made under # ********. ***** delivered my package to an incorrect address, which I filed complain/case with. ***** closed my file as they advised it was lost and needed to contact Vans so they could open a claim, I provided vans.com all the information on ***** and advise on what I was instructed to do. Vans.com quickly rejcted my claim advised they would not replaced or provide a refund even after I advised and provide ***** claim information. I no longer want a replacement but a full refund. I have proof that ***** delivered to the incorrect house. it dissapointing to think the retailer is quick to reject a legit claim and keep money. your help is greatly appreciated Thank you,

• Initial Complaint

  Date:01/19/2023

  Type:Sales and Advertising 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 placed an order on 11/27/22 during their promotion for $20 off ALL shoes. Order #********. When I was trying to place my order I noticed the discount was not coming off of my order. I had spoken to customer service about this issue and they said it was because the shoes were less than $26.50 so they were excluded from the promotion, which was not included in their T&C. They were also running ads for these shoes which had shown the kids shoes WITH the discount and after I had shown proof to the first customer service rep, he had advised me to place the order for the shoes I wanted and I would be refunded the difference. After placing the order, Vans decided they would NOT be refunding me the difference after I had it in writing they would be. They further attempted to backtrack by saying the ads were fake, even though they were directly from vans.com. I have multiple pictures that show proof of these ads and their pricing yet they refuse to refund me the difference. They gave me two options, to take a 30% off future purchase coupon or to be refunded 20% of the order. I said I wanted NONE and they decided to refund me partially, which I did not consent to. I paid $141.07, and they should have refunded me $120 total. Instead they decided to refund me $28.20 instead of the full discount that I was originally promised. I personally believe this is fraud on their part and theyre upset they didnt catch their own mistake.