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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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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/14/2022

      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 made a purchase of 4 pairs of shoes on 11/14/22 they said shipping time was ***** days. Now 1 month has passed and I have only received 2 pairs the others are still processing according to vans customer service who on multiple occasions have told me that they will be shipping out within a few days. Everytime I call they give me different dates and the shoes have still not shipped. I am very confused as to why they are advertising on their website order by 12/16/22 for christmas delivery but yet they cant ship my last 2 pairs of shoes for the last month. I am very dissatisfied on how vans is handling my issue and just giving me incorrect information when I reach out to them.

      Business Response

      Date: 12/22/2022

      *******,

      Thank you for your patience with your order, this was not the experience we wanted you to have with your order.  I see ***** provided a 30% refund to your order on 12/19.  We have also provided an additional $35 dollar refund to your original form of payment. 

      We hope you and your family have a great holiday season. 

      If you have any further questions please contact the customer support team at **************

      Thank you, 

      Vans Customer Support

      Customer Answer

      Date: 12/22/2022


      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:12/14/2022

      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 placed an order with vans on November 11, 2022. At the time of placing my order, it said I would receive my order within 7 to 10 days on today Its been 14 days and my order still says its processing. I purchased the order for my grandson, for a birthday present, while his birthday already done passed! I called the company to see if they could cancel my order because I no longer need it but they said no and I dont understand why because apparently my order hasnt left the company yet ! I will never order from vans again!

      Business Response

      Date: 12/22/2022

      Hello ********,

      Thank you for reaching out about your order.  We do regret your order was cancelled due to inventory issues.  We apologize and understand this is not the experience you were hoping for. 

      We hope we can win you back as a customer.  Here is a code which can be used for 50% off your next order:
      ODH22CS-I9QL-KOOF-2Z

      The code is good through 4/1/23.

      Thank you,

      Vans Customer Care. 

      Customer Answer

      Date: 12/25/2022


      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:12/13/2022

      Type:Sales and Advertising 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 from them 11/27 with delivery guarantee of **** business days. I have no had any communication regarding shipping delays. I ordered two pairs of shoes and two clothing items. My order number is ******** total cost was $126.05.

      Business Response

      Date: 12/22/2022

      ******,

      Thank you for reaching, we are sorry it took longer than expected to receive your Vans order.  We do show the order as delivered on 12/14.  We have provided a refund of $45 dollars back to the original form of payment as a thanks for your patience with the order.  We hope you and your family enjoy the holidays

      Thanks,

      Vans Customer Care

    • Initial Complaint

      Date:12/12/2022

      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 ordered some items beginning of November for my sons birthday. I have yet to receive them. I have called the company twice and have been hung up on. They have been rude. I have filed a police report for my items like I was told to. I was told when i talked to them on Friday 12/9/22 they were arriving to my house that day. THEY DID NOT. NOTHING ARRIVED AT MY HOUSE. I was charged almost $300.00! I used Klarna and was told to take it up with them and not Vans. The product I ordered was from VANS, i used klarna for the pay source. I just want the money put back into my account and ****** keeps taking it out because VANS just said they aren't going to deal with it even after I filed a police report. Vans can resend me the items I continue to pay for. I want someone to contact me. This is not a way to do business. I put a 2nd order in and they are getting my orders CONFUSED. Someone who actually knows customer service etiquette and wants to resolve this issue can contact me. I need this issue resolved I have called several times and VANS has NOT BEEN HELPFUL.thanks.

      Business Response

      Date: 12/26/2022

      Hello *******,

       

      You order has been refunded the original form of payment.   If you have further questions please contact the team at ************.

       

      Thank you,

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

      Customer Answer

      Date: 12/26/2022


      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,

      Lynndsi Strong

       

    • Initial Complaint

      Date:12/07/2022

      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 11/19/22 on the Vans website order #********. It was $116 and said it would be delivered in 2-3 business days. It is now December 7 and i still have not received it. The tracking says it keeps going back and forth between ******** and Georgia. This has happened 4 different times. Im convinced the package is lost and at this point I dont even want them I just want a refund. This is ridiculous and I see other people having the same issue. Ive contacted vans and had no response.

      Business Response

      Date: 12/08/2022

      Hello *******,

       

      Thank you for reaching out about your recent order.  From our records we show the order was delivered on 12/7/22.  We do apologize for the delay with your order as our team has seen shipping delays over the past few weeks. 

      We are sorry you had to wait so long for the package.  I have refunded $45 back to your original form of payment as a thank you for your patience while waiting for your Vans order to arrive. 

      If you have any further questions please give us a call at **************.

       

      Thank you,

       

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

    • Initial Complaint

      Date:12/06/2022

      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 ordered 2 pairs of shoes on November 21st. They havent shipped yet and I have contacted them and all they says is the promotion was popular and are delayed. They said it should ship within 48. It hasnt it just says still processing. At what point do they take responsibility for this its been over 2 weeks

      Business Response

      Date: 12/09/2022

      Hi *****,

      Thank you for reaching out.  We are sorry about the delay with shipping, we did have delays over the last few weeks.  ********** your order is expected to arrive on 12/12.  Here is your tracking number for ****** 620723826434.

      I have credited back $25 to your original form of payment as a thank you for being patient while the order ships.

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

      Thank you,

      Vans Customer Care

    • Initial Complaint

      Date:12/06/2022

      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.
      Ordered a pair one pair of pants and one pair of sneakers November 24th, 2022 online. I only got the pants delivered. I contacted vans through email and they said due to promotions shipments are slower. I sent out another email and never got a reply. I still dont have the shoes, no package tracking available, and its been 13 days since I placed the ordered.

      Business Response

      Date: 12/09/2022

      Hello ****,

      Thank you for your patience, the Vans team has been dealing with delays with shipping.  We apologize it has been so long but we are excited for you to receive your shoes. 

      The are currently packed and waiting for the carrier to pick them up for delivery.  Once the carrier picks them up your tracking number will be live on their site. 

      Your shoes are being sent via Lasership, your tracking number: 1LSCYFC02951662

      We hope to keep you as a customer, here is a code good for 50% off your next Vans.com purchase:
      CS22_50temp-LOBG-WBU6-M5

      Thank you

      Vans Customer Care

    • Initial Complaint

      Date:12/05/2022

      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 will never shop with this company again theyre trash!!! On November 29th 2022 my boyfriend and I decided to purchase a pair of matching vans as well as a pair for his sister, we paid $24.95 for 2 day shipping. The total order came up to $219.29. So 2 days later I go to check the status of our order and it was still processing, next day same thing, the day after same thing! So I decided to call them, after a 45 minute wait I finally got through and was informed that my order would be shipped the following week! Excuse me what!?!? What is the point of paying extra for express delivery? Then she proceeded to give me excuses about them experiencing delays due to their promotions and the holidays. I DO NOT CARE ABOUT NONE OF THAT. We did not purchase discounted shoes, they were full priced and regardless if they were, we paid extra for a service which you people are neglecting to fulfill. Now its December 5th and we still havent received our order. Such tacky service. They are the worst. At this point we dont even want your shoes issue our refund immediately.

      Business Response

      Date: 12/09/2022

      Hello ******,

      We do apologize for the shipping delays with your Vans.com order.  Your order has shipped and will arrive on 12/10.  ********** Tracking number is: 1LSCYFC02953547.

      We have refunded the $24.95 expedited shipping fee as well as provided a 50% discount off the order amounting to an additional $97.17 will go back on the original form of payment. 

      We thank you for patience.  We are also providing you with a code good for 30% off your next Vans.com purchase: 
      WIA4-FPLY-FN

      Thank you,

      Vans Customer Care

      Customer Answer

      Date: 12/09/2022


      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:12/03/2022

      Type:Order 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 placed an order on the telephone with a supervisor order# ******** on 11/14/22 and here it is 12/3/22 and my order is still saying processing. I emailed Vans on 11/26/22 to ask why is my order still showing process and on 11/27/22 I received a reply back stating they are experiencing delays. Monday 12/5/22 would be three weeks my order is showing processing. I havent experienced any company taking this long to process orders and ship them. I do not want a refund, I would like my order. My children loves Vans and I always buy them in the stores for them. After I received this order I was looking at two pairs I was going to buy, but based off this experience I dont know its taking too long to get this one pair. I havent received any communication from the company about my order, thats not good business, and the customer service needs to be better, its like the person (************) who emailed me back on 11/27/22 didnt look to see what was going on with my order and get it processed and shipped. BBB please assist because clearly I tried by reaching out to the company with no success. I will attach documentation, thanks.

      Business Response

      Date: 12/09/2022

      Hello *****,

      We are sorry about your recent experience with your Vans.com.  I regret to inform you the order has been cancelled due to inventory shortage.

      To make this right we are sending a $70 gift card to your email address ******************** to allow you to make a replacement purchase. 

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

      Thanks,

      Vans Customer Care

      Customer Answer

      Date: 12/09/2022

      I appreciate the gift card, but had my order been processed sooner it probably couldve shipped. It shouldnt take almost a month to process an order, it sat in the process step for almost a month. Ill use the gift card in the store, because purchasing online with your company has proven to be unsuccessful. I understand its the holidays, but most companies are busy around the holidays and theyre processing, shipping out orders, and the customers are receiving our orders in less than two weeks. You all should hire more people and retrain the employees you have because this should not have happened. 

      Business Response

      Date: 12/22/2022

      *****,

       

      Thank you for your follow up comments.  We do apologize that we were not able to fulfill your order and do understand your frustrations with the process.  Your feedback has been shared. 

      We do hope you were able to find something in a local vans store to purchase with the gift-card provided. 

      If you would like to try another order online, here is a code good for 50% off your next order through 4/1/23:
      ODH22CS-QWXM-TTZ3-PC

       

      Thanks,

      Vans Customer Care

      Customer Answer

      Date: 01/04/2023


      Better Business Bureau:

      Going forward Vans shipping department need some additional training because nobody should have to wait almost a month with their order showing processing and not to receive the item is upsetting. Hopefully Vans will improve in their shipping department, therefore 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:12/03/2022

      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.
      Place a order on Nov 19th and haven't recd my shoes. Contacted vans twice now said would be mailed 12-2-2022 and should have mon or Tuesday. No shipping info recd. They can't answer why I haven't recd my order.

      Business Response

      Date: 12/09/2022

      Hi *****,

      Thank you for your patience with your order.  We are sorry your order was affected by our shipping and processing delays.  We do see that your order was delivered on 12/7/22.

      To make this situation right with you, we have credited $40 back to your original form of payment on this order. 

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

      Thank you,

      Vans Customer Care

      Customer Answer

      Date: 12/09/2022


      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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