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:12/01/2022

  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.

  Vans. Order ******** was delivered on October 18th. I purchased two pairs of toddler slip on V for my 2 year old for $82.28. One pair he has not used since they are still too big at the moment. However, he has used the second pair four times and the sole fell out immediately. It completely detached from the shoes. My 2 year old is a late ****** and those shoes were only gently used. I am in complete shock at the poor quality of those shoes and I am afraid the other pair we purchased might have the same quality.

  Business Response

  Date: 12/09/2022

  Hi *******,

   

  We are sorry your child had issues their Vans footwear.  We have provided a refund to your original form of payment for the defective pair.   You should see this back on your card in the next few days. 

   

  Here is a code to use on your next purchase will provide a 30% discount on your order:
  RB9Y-AQQ6-TA

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

  Thank you,

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

• Initial Complaint

  Date:11/26/2022

  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 paid for overnight shipping for a order and I only got part of my order and never received the other half of my order and its been a week and my other items are still in processing. I want my items that I paid extra for or a refund for not honored shipping. ********

  Business Response

  Date: 12/09/2022

  Hello ******

  Thank you for reaching out about your recent purchase.  We do apologize for your order delivery being delayed due to delays with our shipping and processing times. 

  We have refunded your shipping charges and provided an additional $75 dollar refund back to the original form of payment on your account.

  Again we are sorry you had a negative experience and we hope we can win you back, here is a code good for 30% off your next purchase:
  CYG3-****-VY

  Thank you,

  Vans Customer Care
  

• Initial Complaint

  Date:11/21/2022

  Type:Product 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.

  On November 14 my family and I bought 2 pair of shoes .one for my daughter which was her birthday present and we decided to buy a second pair for our son. The reason we did this is because at this point Vans.com offered a $20 dls discount on any pair of shoes! And so we made the purchase,we received the purchased confirmation and also the shipping email confirmation with the Order number! And then Vans decided to cancel our order! I called Vans customer no service and they did not do anything about neither had an answer of why they canceled the order! Then I asked for help to re order the shoes again and they said no! I am sending pictures of where VANS Confirmed the purchase and order number

  Business Response

  Date: 11/25/2022

  Hi ****,

   

  We are sorry your order got cancelled, it was a system issue which led to the cancellation.   We hope we can win your business back, we are providing you with a code good for 50% off your next purchase. 

  Code:
  CS22_50temp-ZPX9-VTDE-CE

  Please enter this code in "Promo" field during checkout to receive the discount.

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

  Thanks,

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

• Initial Complaint

  Date:11/20/2022

  Type:Product 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 will never again shop on their online store. I had an issue with my parcel. I only received one of the two shoes that I purchased and they are telling me that the package was weigh by the carrier no duh but I still only received one of the shoes and when I contacted them about it, they told me to dispute it with my credit card company so when I filed a PayPal claim They are now telling me to get a police report This is absolutely ridiculous. Shame on vans for taking advantage of customers like this.50421443 is my transaction ID

  Business Response

  Date: 11/21/2022

  Hello Boko,

   

  Thank you for reaching out, we are sorry you did not receive your second pair of shoes.  We have provided a refund for the missing pair, $56.45.  This amount will be credited back to your original form of payment. 

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

   

  Thank you, 

   

  Vans Customer Care
  

• Initial Complaint

  Date:11/19/2022

  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.

  My order #******** was placed on Nov 10 and hasn't been shipped until Nov 19, the company refused to ship at once or refund, which I think is unreasonable.

  Business Response

  Date: 11/25/2022

  Hello ******,

   

  We are sorry about the delays with processing your Vans.com order, the team was overwhelmed by the popularity of the promotion.  We appreciate your patience, and we do show your order was delivered on 11/24. 

  We have provided you with $25 off you order, you should see that back on your original form of payment within the next few days.  If you have any other questions please contact us at **************. 

   

  Thank you,

  
  Vans Customer Care
  

• Initial Complaint

  Date:09/13/2022

  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.

  On 5 Spet. 2022, I placed an order with Vans shoes for the amount of $77.56. I ordered a pair of Vans shoes as well as a bottle of stain shield (shoe protector). Moments after placing the order I realized the shoes were the wrong size, I immediately contacted support and requested that they change the shoe size to the correct size. I thought no worries, they'll simply update the order before it ships and everything will be all set! On Sept. 8 (3 business days later), I was notified that the shoes shipped. I contacted them several more times to try to have the order changed as I do not want to go through the extra steps and time of going out of my way and returning their order that they failed to update. They responded with copy & pasted messages and it was obvious they were trying to buy enough time so that the shoes would ship and be too far along that they could no longer edit the order, and force me to return the product myself. Not to mention I was going to see if I could wear these for work as I am an EMT and my current shoes really hurt my feet for ***** hour shifts. So all of this is just adding to how long I will have to wait to get my shoes. I told them from the very beginning that if the wrong shoes arrive I will dispute the charge, not return the product, and leave an honest customer review. On Sept 10 (5+ business days later), they told me they are not able to update the size though they can attempt to have the shoes sent back for a refund. I told them I will no longer use their service, disputer the charge, and write an honest review of my experience with their slow and incompetent customer service. They responded by deleting my account with vans in an attempt to prevent me from writing a review. They also charged me for the shoe shield protector though I have no Vans.This should have been SO simple for them to fix in a timely manner and avoid all this. Account #: Uncertain, ********************** deleted my account!ORDER NUMBER: ******** TRACKING #: ************

  Business Response

  Date: 09/21/2022

  Hello JB,

   

  We regret your experience with ordering through Vans.com.  I have provided a refund for your order, you should receive this in 3-5 days.

   

  We hope we can win you back, if you decide to place a new order here is a coupon code for 30% off your next order:
  CSfa22_30off-2Z4V-XEOR-NK

   

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

   

  Thanks

   

  Vans Customer Support
  

   

   

• Initial Complaint

  Date:08/15/2022

  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 has shown patterns of negligence in this case. They have been outright ignoring anything I try to bring up to them questions wise despite cordial and open communication. On previous models that were defective, I was granted the ability to send evidence and destroy the boots in order to receive my warranty and save the environmental impact and hassle of shipping an item that is clearly defective back to them for "inspection". Now they are lying claiming this never happened and that it was always policy. I have forward my previous emails to them proving they are lying about this and that they have made proper accommodations for this situation in the past. Why they are treating this case with such prejudice is rather upsetting and concerning. The corporate mandate to force me to believe this is the only way is not acceptable. I have provided ample means for them to contact me and request whatever further evidence they require, creating a hospitable and completely accessible means for both parties to be satisfied to complete the warranty claim, which it was accepted in the past under the same policies. I feel the company is treating me with outright prejudice in this case and refuse to even bother to have a conversation with me, instead feeding me canned replies they were trained to repeat until the customer breaks. I expected a whole lot better from Vans as a company after the positive experience I had last time. Now it is a complete flip and I can't even get a humane treatment from them to converse with me about my questions and concerns. I could understand if I was being difficult and they hadn't done this fulfillment method ever in the past; but that is not the case. I am being more than open in every way I can to resolving this without needing the completely pointless and moot "inspection" phase and needless shipping. Your company needs to approach this realistically and stop lying about their policies impenetrability. Treat me like a human please.