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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

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 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

    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:01/19/2023

      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 an order with Vans on 12/16/2022 and my packages became lost or stolen. I tried to ask for help from vans for weeks and all they told me was to take it up with the bank. I tried once again after the bank dispute was denied and the customer service lady from ******************** told me oh well its been over 30 days now I should have filed the correct claim from the bank. Vans has the worst customer service I have ever received especially during busy holiday times.

    • Initial Complaint

      Date:01/17/2023

      Type:Sales and Advertising 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 bought a pair of shoes from the store in ************* which were bleeding red ink onto everything. When I came in for an exchange I was pressured by a manager into giving them my email to complete the exchange under the pretense that it was not required for purchase but is for an exhange. This was an unethical coercion to collect my personal information and I am demanding that they delete my information promptly.

    • Initial Complaint

      Date:12/29/2022

      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 placed an order on 12/3 for customs. I finally received an email saying my package had finally shipped on 12/28 at 5:04am. I track my package around 7am the same day and it reads that the carrier still had to pick up the package. I waited til about 9pm same day and I track it and it says it had been DELIVERED on 12/19 around 1/2pm. I called and spoke with 2 ppl, one being a manager, and no one could help me at all due to ***** taking a photo of the package at my door. I explained that I live in ******* and main doors to apartment buildings stay locked and therefore no way to leave packages inside. I rely on my SHIPMENT emails and TRACKING INFO so I can be aware and watch out for my package! I also expressed I was not trying to scam my way for some free Vans- if I had been- I would have lied about the the ***** photo and said that it was not my door the package was at. They offered no resolution and didnt feel one once of my empathy. This is a multi-million dollar company and they could care less about their customers. Horrible. This is truly upsetting. I spent my money for nothing. Get it together.

      Business Response

      Date: 12/30/2022

      Hello *******,


      We are sorry you were not able to recieve your custom order.  We have provided a refund to your original form of payment.

      We are also providing you with code to make a replacement pair on the site, please enter this code at checkout to redeem your customs:
      DEMM-ZLWR-B4

      If you have any other questions, please call us at ************

      Thanks
      Vans *************

    • Initial Complaint

      Date:12/20/2022

      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 on 12/8/22 and chose standard shipping method. The website promised a **** day (NOT business days) delivery window which was sufficient for Christmas. Today I checked the status because its been 12 days, and its showing as processing. When I spoke with customer service, I was told that any day now the order would be picked up by the carrier and the order would be shipped. Definitely wont be here by Christmas now. Super disappointed. Order # is ********.

      Business Response

      Date: 12/22/2022

      Hello ********,

      Thank you for your patience with your order.  We are sorry delays caused your order to go out so late.  We are happy to report the order is set to deliver on 12/23. 

      Here is your OnTrac tracking number: C11645266825306

      As a thanks for your patience with your order we are providing a refund of $50 back to your original form of payment.

      If you have any other questions please give our care team a call at ************.

      Thanks

      Vans Customer Care

    • Initial Complaint

      Date:12/20/2022

      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.
      I ordered a "custom" shoe. There is literally zero information able to be given as to when the item will be shipped or even ready even with emails stating "your custom order is almost ready!" - enticing me to be hopeful on this item arriving before Christmas.Attached email from Thursday which says "Your Customs order is almost ready!"Really?? Hmm seems not to be the case. I am told 2-3 weeks. Then "up to 5 weeks.."Vans is losing me as a lifetime customer over $70 shoes. My daughter will be disappointed not to receive her gift and I am told I can't cancel and get a refund.Horrible business practices, poor customer service, and frankly not smart. They are willing to lose a lifetime customer over $70 shoes that probably won't ever arrive. Note the item ******** goes to a lost page that doesn't exist. Vans is an awful company clearly not in touch with it's suppliers and with no clue as to when their items will be complete and delivered.

    • Initial Complaint

      Date:12/18/2022

      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.
      My order: #******** was purchased on the 6th of December 2022. It was supposed to ship in 48 hours, it is still processing. The item should have been delivered by today at the latest with the **** shipping plus the 48 hour processing. Instead my item IS STILL PROCESSING. Now it may not arrive on time for Christmas which was the reason I purchased this item (on sale so I can't just go buy in person). I do not know what to do. I have heard nothing from Vans customer support or any automated updates about my order status.

      Business Response

      Date: 12/22/2022

      Hello *****,

      Thank you for your patience with your order.  We are sorry delays caused your order to go out so late.  We are happy to report the order was delivered on 12/20. 

      As a thanks for your patience with your order we are providing a refund of $50 back to your original form of payment. 

      If you have any other questions please give our care team a call at ************.

      Thanks

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

    • Initial Complaint

      Date:12/17/2022

      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.
      Order #********. I placed this order on December 4. Their website states that orders are processed next day or the following Monday if on a weekend. Its been almost two weeks and my order is still not processed. I have called and chatted with their company and no one can explain and I have been hung up on more than once. Their website stated that all orders placed on or before December 16 will arrive by Christmas. But my order was placed well before that and its not shipped yet. They are not holding to their word. I just want my order ASAP.

      Business Response

      Date: 12/22/2022

      Hello ****,

      We are sorry about the delays you experienced with you Vans.com order, we understand this is not the experience you expected.  We are happy to report the order was delivered on 12/18. 

      We appreciate your patience and to make the situation right with you.  We are providing a $70 refund to your original form of payment.

      If you have further questions give the care team a call at ************

      Thanks

      Vans Customer Care

    • Initial Complaint

      Date:12/17/2022

      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.
      Ordered a pair of shoes from Vans on November 14th because it seemed like a good deal. It said I was going to receive it within ***** days. More than a month later we still did not receive it, and the status still says processing. They wouldnt cancel an order despite us asking for it (since we dont even want their shoes anymore and probably will never shop at Vans again after this) saying that our orders are processed immediately so we cant cancel them and refuse to refund our money, all we get as a response from them is that normally orders take 1-2 days, but they experience high value of customers. Its been A MONTH, which is far longer than 1-2 days and they are far past the **** Vans literally stole our money.

      Business Response

      Date: 12/22/2022

      Hello *****,

      We do apologize you had not received your order in a timely fashion.  We are having troubles locating your order.  Can you provide the order number, name, and email address the order is under.  This will help us locate the order an be able to provide you with a resolution to your issue.

      Thanks

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

    • Initial Complaint

      Date:12/16/2022

      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.
      Order # ********, placed online on 12/2/2022, is still "in process" when I check order status. The Vans website gives a shipping option of **** business days. I have not received an update about my package even leaving processing yet. After waiting 45 minutes to speak to a customer service representative on the phone, I was told that the shipment facility is backed up and probably will not get to making a shipping label for my items this week. I am concerned it will not arrive in time because this is a huge chunk of a christmas gift I plan on giving my daughter.

      Business Response

      Date: 12/22/2022

      Hello ********,

      Thank you for your order with Vans.com, we apologize it took so long to receive the order due to shipping delays.  We are happy to show the order was delivered on 12/18, we hope your daughter enjoys her items.  

      We have provided a refund of $50 back to your original form of payment, thanks again for your patience.

      If you have further questions please call us at **************.

      Thanks,

      Vans Customer Care

       

    • Initial Complaint

      Date:12/16/2022

      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.
      purchased from Vans website on cyber Monday for their deals 11/28 Still havent received my order and they just keep going around giving excuses. The point of stores cyber Monday is due to Christmas shopping deals and this is ridiculous of the brand vans to just charge large amounts

      Business Response

      Date: 12/22/2022

      Hello *******,


      Thank you for reaching out.  We are sorry it took so long for you to receive your Vans order.  We do show the items arrived on 12/19, we hope you enjoy them. 

      We regret it took so long and have provided a $75 refund back to your original form of payment.

      If you have further questions please call our care team at **************.

      Thanks,

      Vans Customer Care

    Vans is NOT a BBB Accredited Business.

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