Complaints

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

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  Under Armour, Inc.

  1020 Hull St Ste 300 Baltimore, MD 21230-5358

• 

  Under Armour, Inc.

  930 Todds Ln Rosedale, MD 21237-2952

• 

  Under Armour, Inc.

  1020 Swan Creek Dr Baltimore, MD 21226

• 

  Under Armour, Inc.

  500 - 169 Enterprise Blvd Unionville, ON L6G 0E7

• 

  Under Armour, Inc.

  211 Walter Seaholm Dr., Ste 200 Austin, TX 78701

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:06/04/2025

  Type:Product 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 placed an order #US-30485365 on 11/20/2024, I bought 10 items. When I received them I didn't like 6 of them, didn't think the quality was as described, so I requested a return on 11/24/2024. Under Armour ******** *** provided shipping label #*******************, reference # for return was S6366010. It was delivered and signed for to ** on 11/27/2024. I emailed UA on 12/06/24 to find out when they will refund me. They ***lied on 12/08/24 that they investigating. I sent them 3 more emails the next week, no details. I called 4 times, they admitted that the package received, but they cannot locate it at the warehouse. It was after Thanksgiving, so I understood, that they overwhelmed and I waited more. They promised to get back. 8 days after I wrote again. and 3 more times. They promised to call back, never did. On Dec. 24 they ***lied that they did not receive any items. I asked how come, return delivery was confirmed. They said the package weight from ***** site was just 1 lbs. I said that was the weight they put on shipping label, it is not relevant. Plus, I have no idea how much items weight. Asked them to tell me exactly what they received then. They did not provide that info. I wrote them 10 more emails(I'm including screenshots) but always a generic answer. No help at all, hours of time on the phone wasted. Going in circles. Apparently, just like the first ******** agent stated, they lost it in the warehouse and now refusing to return my money.

  Business Response

  Date: 06/11/2025

  Hi Artem,

  We sincerely apologize for the challenges you've encountered in receiving your refund and for any difficulties in resolving this matter. We understand how frustrating this situation must be.

  Due to discrepancies in the return tracking information from the carrier, we are happy to proceed with issuing your refund to your original payment method.

  You will receive a follow-up email shortly, where we will coordinate a refund link at your convenience. Your internal case reference number is ********. Please let us know if you have any questions or need further assistance.

  Best regards,

  ******* *.

  Customer Answer

  Date: 06/17/2025

  Thank you, the business resolved the issue: they acknowledged the mistake, apologized and gave back the amount requested. I have no further issues or questions regarding that. Thank you for stepping in.

• Initial Complaint

  Date:05/13/2025

  Type:Sales and Advertising 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.

  Under Armor is using false information on their website around return times. When you are offered the option to use Happy Returns, it clearly states "Instant Refunds, no box or label needed". But after using that service, it was discovered that it's NOT "Instant Refunds" and takes longer than "Instant" to get a gift card for the items. This is misleading.

  Business Response

  Date: 05/13/2025

  Hi *******,

  We are so sorry to hear that you have not had the best experience with our Happy Returns shipping. I will be reaching out via email to get more information from you within the next ***** hours.

  Thank you for choosing UA!

  ******* ****
  Senior CSR
  Customer Service
  
  ************************ DR.
  *******************
  Believe you can and youre halfway there. ******** *********

• Initial Complaint

  Date:04/29/2025

  Type:Product 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 2 pair of sneakers Order US-******** totaling $150.15 and sent them back to Under Armour as they didnt fit. Under Armour confirmed the receipt of the return package on 4/16/2025. Despite 4 calls to Under Armour they keep insisting there is some kind of "label issue" and they have to manually refund me. I have tried 5 times to get this refunded and made calls on 4/22/25, 4/24/25 and 4/28/25. The last time I attempted was today 4/28 and provided my credit card information again and the Ref number was S6787517 and I was told my address was invalid. This makes no sense as I have ordered hundreds of dollars of gear from Under Armour to my home address. The **************** number I call is ************. The *** I spoke with asked me to enter my credit card information a second time today and I refused as this has reached a level of insanity. Anything you could do to please assist me in obtaining my refund of $150.15 for Order US-******** would be greatly appreciated.Thank you,**** *********

  Business Response

  Date: 05/01/2025

  Hello ****, 

  I hope this email finds you well. I want to sincerely apologize for the inconvenience caused by the error in processing your refund. We understand how frustrating this must be, and we deeply regret that your refund was originally not issued to the correct payment method. Please know that we have successfully processed your refund in the amount of $150.15 USD to your provided method of payment via case #******** and your refund confirmation number is S6791479. We apologize for any inconvenience that you may have experienced and we appreciate you for being a loyal UA consumer. 

  Thanks for choosing Under Armour, 

  ****** ***** Burlong-*****
  Senior Lead, E-Commerce
  Customer Service
  ************************ Drive
  ************************;

  Customer Answer

  Date: 05/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:04/28/2025

  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 wear Under Armour almost exclusively for both workout and casual wear. Last year, I purchased two pairs of pants that unfortunately developed holes after just one wear. As requested, I provided pictures to Under Armour, and they confirmed the defect and my order details. After several conversations over email and phone, I was informed on December 18th that replacements would be sent, or I wanted to select a different style if the original colors were unavailable for long time due to the inconvenience. However, after that conversation, Under Armour stopped responding to my emails, and each time I followed up by phone, I received different information depending on who I spoke with. Additionally, I noticed on Under Armours website that multiple customers posted reviews with pictures showing the same exact defect with these pants, suggesting a larger quality concern, possibly due to changes in material after launch.Separately, I had exchanged two shirts last year, but the colors I originally wanted were not available at the time. I was told I would have the opportunity to swap them for different colors once they became available. Unfortunately, that follow-up never occurred. The shirts remain unworn, still with the original tags. Given the long wait, it would have been reasonable to offer an exchange for a similar item or color.During my attempts to resolve this, I also spoke with different customer service members. While I appreciate their efforts, I often received inconsistent guidance.Since December, I have not purchased any new Under Armour gear and hope to see this resolved. I respectfully request that Under Armour replace the two defective pants with a similar style and assist in swapping the two shirts for a comparable item or color.Lastly, I would like to mention that the sizing of the pants was inconsistent sizing up made them too baggy, while my usual size was too tight.

  Customer Answer

  Date: 04/28/2025

  I will provide order details to business. Due to privacy I do not want to list the ** order number here. Items were purchased over the phone and online with this company. They should be able to locate it using my phone number and email address which i already provided.

   

  Thank you
  

  
  

  Business Response

  Date: 04/29/2025

  Hi, Bilal!

  I hope you're doing well! I'm so sorry about all of this. Please let me know what the order number is and what the two pairs of pants and two shirts you are referencing are. I see that you've been refunded for several shirts and had an exchange for pants already, so I'd like to see which you still need help with. 

  Looks like we sent you an exchange for the gray UA UNSTOPPABLE JOGGERS in size large from order C6137545. 

  We refunded you for four UA Seamless long sleeve shirts in size medium, one in purple, two in gray and one in blue from order C6238222. 

  We refunded you for one UA SEAMLESS STRIDE long sleeve shirt in size medium in yellow and UA HG Armour Fitted long sleeve in size medium in white from order C6238227. 

  Please let me know and I'd be happy to look into what's going on. Again, my apologies for all of this and thanks for your patience. 

   

  ******* *.
  UA **************** Team
  
  ************************ Drive
  *******************

  Customer Answer

  Date: 05/05/2025

  The business send me an email and did not call me. I have respond to the email three times in the last week and they have not acknowledged. 

  ******* has not reached out to me. Why is this closed out without any resolution?

  I have provided the order number through email already to *******. There has been no acknowledgment to the email from *******. 

  Please reopen this or I will have to summit a new complaint. 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23257680
  
  I am rejecting this response because:

  Under armor has not resolved anything. They have failed to reach out to me over the phone. 

  They send me an email last week which I responded to and ask them to call me. I follow up three times on the email already without any responses. I have already provided them the request information through email. If they're not going to communicate how we going to come to the resolution to the issue.

  Furthermore I have limited characters I can type here. It is better for them to call me. They have not done this at all. This is similar pattern that happened in December. I'm not sure if myself or family will ever buy under armor product again.

  This was the email response I sent to them:

  Hi *******,

  Could you give me a call? Its easier for me to go over this on the phone rather than through back-and-forth emails.

  Regarding the defective pants one of them was exchanged for a size large at one point, but then I had to request a smaller size. Ill attach a few order numbers to help you narrow this down. These were already provided in December, and the photos were also provided at that time. 

  As for the two shirts, I still have them with tags. As I mentioned, they were part of one of the orders and were replaced, but not in my preferred color. The order number is attached.

  C6123792

  UA SEAMLESS STRIDE LS 1375693-001-MD B

  UA SEAMLESS STRIDE LS 1375693-465-MD Horizon Blue (465),MD

   

  Order #: C6148383

  Sku: ******* -019-MD Color: Halo Gray (019)

   

  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/07/2025

  Hi, Bilal!

  We hope you're doing well and thanks for your patience while we reviewed and examined this issue. We're very sorry about all of this and will issue you a $50 Under Armour electronic gift card for all of the problems you experienced and the inconvenience it has caused you, in place of the replacements, price matches and other refunds you are requesting. I'll send the gift card information to you in a separate email. Please let me know if there's anything else I can help you with. 

   

  Thanks and take care,

  
  ******* *.
  UA **************** Team
  
  ************************ Drive
  *******************

  Business Response

  Date: 05/07/2025

  Hi, 

  This customer has been accommodated at least eight times over the last year and has a pattern of placing orders and then claiming that there are issues with a majority of what he receives. We are issuing him a $50 Under Armour electronic gift card in place of the additional replacements, price matches and refunds he is requesting, on top of the many we have already granted him in the past. Thank you!

  Customer Answer

  Date: 05/08/2025

   Complaint: 23257680
  
  I am rejecting this response because:

  
  Im writing to express my disappointment with the level of support Ive received regarding a this issue with defective items from two separate orders. While Ive been a loyal customer for many yearswith several family members and sports teams regularly purchasing Under Armour productsthis recent experience has been extremely frustrating and disheartening.

  
  Despite multiple emails, the only response Ive consistently received has been a generic well get back to you, with no real follow-up or resolution. No one has reached out via phone, even though that would have been a more effective and considerate way to address this matter.

  
  When I did connect with customer support, the communication was difficult and felt impersonal. I understand support may be outsourced, but the lack of clarity and empathy made the situation even more frustrating.

  
  To clarify, I received several damaged shirts and pants. While a couple of the shirts were eventually replaced, others were notreportedly due to being out of stock. The two defective pants were never replaced, despite an initial agreement that they would be. I am offered a gift card, which I clearly stated I did not want, as I prefer a replacement of the original items. Additionally, the replacement shirts I received were not the colors I had selected.

  
  The tone of the most recent response I received felt dismissive, even slightly accusatoryas if I were at fault for expecting a resolution. This is not the level of customer care Ive come to expect from a brand that weve trusted for years.

  
  While I understand that errors happen, its how theyre addressed that defines a brands integrity. Unfortunately, in this case, the experience has left me and my extended network of buyers questioning whether to continue purchasing from Under Armour.

  
  I still hope to resolve this matter constructively. I would appreciate it if I could return the defective pants and receive the replacements that were originally promised.

  
  Thank you for your attention, and I look forward to hearing from someone who can truly assist.

  
  Sincerely,

• Initial Complaint

  Date:04/02/2025

  Type:Sales and Advertising 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 3/30/25 I attempted to make a return to Under Armour outlet store in *****, ** in the amount of $108.72. I had/have a receipt for all of the purchases I was attempting to return, the items were unworn with all tags intact and had been purchased on 3/28/25 at the same store. Prior to processing the return the return was denied and I was issued a receipt with Transaction ID # is 4283851-180-UAM. I was told I needed to call the number on the receipt for the retail equation in order for them to tell me why the return was denied. I had never before received any type of warning from Under Armour or the retail equation prior to this transaction. I had never even heard of the retail equation. I called the number and the representative stated he was unable to tell me why my return had been denied only that I had made too many returns and was banned from returning any items to under armour regardless if I had a receipt for 180 days. After digging through under armours return policy it has a very vague statement about their ability to deny returns for any reason and limit the amount of returns that can be made. There is no transparency in the return limit nor did anyone warn me I was getting close to the limit. I have 3 growing boys and a husband who dont frequently shop with me. So I will purchase clothing and or shoes in store or online in varying sizes and return what does not fit always WITH a receipt or online order number. Id like to think this is a pretty average practice. I want under armour to honor this return of $108.72 as well as the potential return of 2 pairs of football cleats from order number ******************** totaling $68.10 . This order was placed online with help from a store associate prior to knowing I was banned from returns and if the cleats do not fit my son I will need to return them.

  Business Response

  Date: 04/02/2025

  Good evening ******,

  We're sorry to hear that you were unable to initiate your return at one of our retail locations. We can honor a return by mail and have a refund issued to your original method of payment as a one-time courtesy. In order to have this refunded to your original method of payment, please contact us at ************ and reference case number 05859654 to provide your card information.

  We can also assist with initiating a return for your order, 10330250221088000201. We have 3 return modes for you to choose from, which is through a Happy Returns Bar, a *** label, or a *** QR code. Please confirm which return option you would like to proceed with so we can assist.

  Moving forward, all returns by mail for purchases made in-stores will be refunded in the form of an e-gift card. Our return policy can be viewed by visiting *********************************************************************************************************.

   

  Best regards

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23148465
  
  I am rejecting this response.

  Luckily, Under Armour corporate, you have amazing employees working at your stores who actually care about their customers and their experiences in your store. ******** and ***** at the *****, MN store reached out to their district manager and fraud prevention team to help rectify this situation.  They were amazing and it is because of them and their team work I was able to return my items in store on Friday 4/4 back to my method of payment. Without them I would still, over a week later, be dealing with this crazy situation.

  I have reviewed your return policy. The return I attempted that was denied was in COMPLIANCE WITH your return policy.  I have also been communicating with the retail equation whom I've gathered is the company that under armour uses as part of their fraud prevention.  I will tell you and ask that you pass this along to your supervisor until it works it's way up to ***** ***** himself. Aligning with that company is a huge disservice to your customers.  Allowing a computer program to make decisions for a human takes all critical thinking out of a situation. To add insult to injury the customer service the retail equation provides on your behalf is simply disgraceful. They do not answer any questions with actual answers only prefabricated general statements. Take a look at their complaints and "F" score on the BBB and you'll see all you need to regarding the way they treat YOUR customers. They have no stake if I, your customer, gets angry and never shops in your store again but I'm going to assume that is not under armour corporates goal. The ***** in your return policy that states, "If there appears to be fraud or abuse of policy, we may choose to decline your return." there is absolutely no transparency in that. You are allowing a company whom you pay to provide a service alienate and push away your customers. 

  Added below are my correspondence with the retail equation for your review. If you would like the receipt attachment photos I have indicated below please indicate that in your response I'm happy to provide them. Is this really the company you want providing "customer service" to your customers? Or have you just written off anyone who's been "flagged" by their faulty computer program a criminal?

  
  Sincerely,
  
  ****** ******

   

  Hello - What an absolutely ridiculous response to my previous email. In case you either didn't read it or don't currently have access to it I have included it and the attachments for reference. I'll ask those questions again and ask that you respond with an answer.  As you and the Under Armour "representative" who has been looking into this case may or may not know I have filed several complaints regarding this interaction through many different channels including but not limited to the Better Business Bureau as well as the Under Armour store in *****, MN and to Under Armour corporate. Your previous response and future responses will be made known to those individuals outside of the retail equation I have been in contact with. 
  
  
  What was the reason the return was declined? If the retail equation did not find that the return attempt was an error then why am I now allowed to make a return? Am I able to return things I order or purchase in the next 180 days or is it only this return I am able to complete?
  
  
  Have the errors in my *** that I pointed out below been corrected? If so where can I access the corrected ***?
  
  
  What is the return policy for Under Armour as far as "returning too much"? Does that mean returning too many items without a receipt? Or too many items in general? Or a certain dollar amount? How are your customers supposed to know they are not abiding by the return policy if the policy is not transparent? 
  
  
  Regards,
  ******
  
  
  From: ****** ****** <*******************************>
  Sent: Monday, April 7, 2025 5:43 PM
  To: Consumer Disputes <**********************************************************>
  Subject: *** Discrepancies 4283851-180-**M
  
  Hello - What an absolutely ridiculous response to my previous email. In case you either didn't read it or don't currently have access to it I have included it and the attachments for reference. I'll ask those questions again and ask that you respond with an answer.  As you and the Under Armour "representative" who has been looking into this case may or may not know I have filed several complaints regarding this interaction through many different channels including but not limited to the Better Business Bureau as well as the Under Armour store in *****, MN and to Under Armour corporate. Your previous response and future responses will be made known to those individuals outside of the retail equation I have been in contact with. 
  
  
  What was the reason the return was declined? If the retail equation did not find that the return attempt was an error then why am I now allowed to make a return? Am I able to return things I order or purchase in the next 180 days or is it only this return I am able to complete?
  
  
  Have the errors in my *** that I pointed out below been corrected? If so where can I access the corrected ***?
  
  
  What is the return policy for Under Armour as far as "returning too much"? Does that mean returning too many items without a receipt? Or too many items in general? Or a certain dollar amount? How are your customers supposed to know they are not abiding by the return policy if the policy is not transparent? 
  
  
  Regards,
  ******

   

  From: ****** ****** <*******************************>
  Sent: Tuesday, April 1, 2025 4:29 PM
  To: ********************************************************** <**********************************************************>; *********, ******** <************************************************************************************>
  Subject: *** Discrepancies
  
  Hello - I am emailing you the discrepancies I have found in the *** report you have sent me. This is what I've been told to do by the retail equations customer service representative I spoke with today. I was told I was banned from making returns for 180 days for what? I still do not know. He stated because I have reached my return limit. In reviewing Under Armours return policy I don't see anything about a number of returns a person can make in a year so I still don't understand the reason. If that could be explained in your reply that would be great.
  
  
  Back story I have 3 growing boys. They like to shop with me about as much as I like them to shop with me. Not even a little bit.  The last time they were all with me in the ** store they toppled over the golfing mannequin in the men's section. The dude's arm fell off, people were running, it was not great.  So instead of submitting the kind employees that work at the ***** Outlet store to their shenanigans I buy things I think will 1. Fit them and 2. that they will like. Occasionally there is not a great range of boy's sizes in the store or in the instance of all 3 of them needing new football cleats this year I occasionally order from ************************. What doesn't fit or what they don't like I return ALMOST ALWAYS WITH A RECIPT. 
  
  
  On 3/30/25 I attempted to make a return to Under Armour outlet store in *****, **. I had a receipt for all of the purchases I was attempting to return. I had never before received any type of warning from Under Armour or the retail equation prior to this transaction. When the return was denied, I was issued a receipt with Transaction ID # is 4283851-180-**M. I requested the *** report and have compared it to my receipts for purchases and returns. The following discrepancies are in the report.
  
  
  ** # ********-221-5-119306 3/28/24 states no receipt return. This was an even exchange of a shirt that my son did not like.  The shirt we even exchanged had been given to him as a gift. He exchanged it for a color he did like. Please see image for the receipt reference.
  
  
  ** # ********-221-2-19454 4/15/24 *** states a return was made without a receipt for $82.97 this is inaccurate as item #************ was returned with a receipt. Please see image for refund receipt and image of packing slip and order number from the original order. This packing slip was provided to the ** employee during the return.
  
  
  ** # ********-221-5-144049 9/4/24 *** states return was made without a receipt (see image). That is incorrect. 
  2 items were returned without a receipt. Those 2 item numbers are ************ and ************. Both of these items were shirts my sons had received for their birthdays that did not fit.
  The other 2 items listed I had a receipt for and provided that receipt to the ** employee. Please see image for the purchase receipt for items # ************ and # ************.
  
  
  So again I don't know why I've been blocked from making returns but if it is based off of non receipted returns I have made 6 non receipted returns in the last 2 years. 4 shirts, 1 pair of leggings, and a pair of football cleats for a combined in store credit total of $138.41. Is this really what Under Armour is concerned about?? They received a product for these returns they can resell in their store and issued me back in store credit at the lowest sale price that I'm forced to spend in the under armour store. So basically they've doubled their money. If anyone is the loser in this scenario it's me. These non receipted returns basically equals 1 return per child per year and seeing as they are lucky enough to get gifts from friends and family for birthdays and Christmas this makes sense.  If I've been blocked because of total number of returns then I suggest Under Armour notes this in their return policy and increases their in store inventory.
  
  
  I await your prompt response and action to resolve the above discrepancies. I have also cc'd the ***** Under Armour store assistant manager to this email. ******** please send this to whoever you think would be helpful.
  
  
  I have also filed a complaint with the better business bureau against Under Armour Corporate. ******** and ***** this is absolutely no reflection on you or the customer service you have provided to me.  You both have been nothing but helpful however currently I know your hands are tied.
  
  
  Thank you all for your time. 
  
  
  A very frustrated and tired mama,
  ****** ******
  

  
  
  
  From: Consumer Disputes <**********************************************************>
  Sent: Friday, April 4, 2025 4:34 PM
  To: ******************************* <*******************************>
  Subject: CD-11160 *** Discrepancies
  
  ---
  Reply above this line.
  The Retail Equation resolved this as Closed.
  
  The Retail Equation commented:
  Dear Consumer,
  
  After thorough review of your ***, Under Armour has found that return 4283851-180-**M  was not in error. However, Under Armour has approved your return and future returns will be processed. Please head back to the store so the transaction may be processed. If you believe your *** still contains an error, you may submit into your Return Activity File a consumer statement up to *************************************** your file. 
  
  To submit a consumer statement into your Return Activity File for disclosure, please
  reference the transaction number
   for the return(s) you wish to dispute.  Please email your consumer statement to **********************************************************.
  
  
  
  
  Regards,
  The Retail Equation
  Customer Service
  ************
  
  
  
  From: ****** ****** <*******************************>
  Sent: Monday, April 7, 2025 5:43 PM
  To: Consumer Disputes <**********************************************************>
  Subject: *** Discrepancies 4283851-180-**M
  
  Hello - What an absolutely ridiculous response to my previous email. In case you either didn't read it or don't currently have access to it I have included it and the attachments for reference. I'll ask those questions again and ask that you respond with an answer.  As you and the Under Armour "representative" who has been looking into this case may or may not know I have filed several complaints regarding this interaction through many different channels including but not limited to the Better Business Bureau as well as the Under Armour store in *****, MN and to Under Armour corporate. Your previous response and future responses will be made known to those individuals outside of the retail equation I have been in contact with. 
  
  
  What was the reason the return was declined? If the retail equation did not find that the return attempt was an error then why am I now allowed to make a return? Am I able to return things I order or purchase in the next 180 days or is it only this return I am able to complete?
  
  
  Have the errors in my *** that I pointed out below been corrected? If so where can I access the corrected ***?
  
  
  What is the return policy for Under Armour as far as "returning too much"? Does that mean returning too many items without a receipt? Or too many items in general? Or a certain dollar amount? How are your customers supposed to know they are not abiding by the return policy if the policy is not transparent? 
  
  
  Regards,
  ******
  
  
  
  

  Business Response

  Date: 04/11/2025

  Good afternoon ******,
  
  I sincerely apologize for any miscommunication, as I do see you have CC'd other parties in this e-mail, I do not have full visibility of all communication between you and the other contacts involved. The initial inquiry that I received and replied to directly is the inquiry below:
  
  - On 3/30/25 I attempted to make a return to Under Armour outlet store in *****, ** in the amount of $108.72. I had/have a receipt for all of the purchases I was attempting to return, the items were unworn with all tags intact and had been purchased on 3/28/25 at the same store. Prior to processing the return the return was denied and I was issued a receipt with Transaction ID # is 4283851-180-UAM. I was told I needed to call the number on the receipt for the retail equation in order for them to tell me why the return was denied. I had never before received any type of warning from Under Armour or the retail equation prior to this transaction. I had never even heard of the retail equation. I called the number and the representative stated he was unable to tell me why my return had been denied only that I had made too many returns and was banned from returning any items to under armour regardless if I had a receipt for 180 days. After digging through under armours return policy it has a very vague statement about their ability to deny returns for any reason and limit the amount of returns that can be made. There is no transparency in the return limit nor did anyone warn me I was getting close to the limit. I have 3 growing boys and a husband who dont frequently shop with me. So I will purchase clothing and or shoes in store or online in varying sizes and return what does not fit always WITH a receipt or online order number. Id like to think this is a pretty average practice. I want under armour to honor this return of $108.72 as well as the potential return of 2 pairs of football cleats from order number ******************** totaling $68.10 . This order was placed online with help from a store associate prior to knowing I was banned from returns and if the cleats do not fit my son I will need to return them.
  
  After reviewing this, I offered to assist with a return for a refund as requested, to the original method of payment used on both your retail purchase, as well as your online order that was placed in-stores. I'm very sorry that I misunderstood your request, as I believed you were contacting to initiate a return by mail for a refund due to it being denied in-stores.
  
  Also upon reviewing, I am seeing your request to initiate your 2 returns for a refund was approved, and if I'm understanding correctly you should be good to initiate future returns both online and in-stores if needed (based on the included reply from RAR), as long as it is still within our returns policy of ************************************************************* its original condition. 
  
  I'd be more than happy to personally reach out to you via e-mail directly to avoid any further miscommunication, as I'm responding directly from e-commerce customer service, and do not have direct communication with RAR or retail employees. I truly recognize your frustration and your concerns, and we value all of our customers and want to provide the best service possible.
  
  Since return policies set on the retail side are up to the store's discretion, I have also escalated your concern to our Team to get some additional insight on what led to the initial denial of your return in-store, as I want to ensure that you don't experience this moving forward. Again, we deeply apologize for your experience and appreciate all of your feedback! Hope to connect with you soon!
  

   

  Best regards,

  Katelyn, UA **************** Team

• Initial Complaint

  Date:03/19/2025

  Type:Billing 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.

  Placed an order using rewards through Under Armour for $160 (after $60 of rewards were used). I returned $89.96 worth of items and only received $54 back on my card. When I reached out, customer service said that the refund was prorated because rewards were used, but the rewards used were non refundable. Makes no sense when I spent $160 and returned $89.96 worth of items to not receive that amount in a refund.

  Business Response

  Date: 03/19/2025

  Hello *****,
  
  Thank you for being a Valued Under Armour Customer that takes part in the VIP program as well as the ** Rewards Program. To give you further background, $33.70 is the remaining difference of the refund after rewards were applied. The Dollar value of redemption is that for every $1 would be worth 125 points.
  
  125 (Points) * $33.70 (additional refund) = ******* points
  
  Therefore, when we round that up ***** points were needed to be refunded but we refunded ***** points in total and thus you were over refunded by 787 points. Refunded value was not deducted from the rewards locker upon return. Typically, 248 points would have been deducted for $49.58 refund (before tax). With that being said, we have refunded you an extra ***** points ( 787 points + 248 points).  
  
  Thank you and we apologize for the confusion.
  
  Have a wonderful evening,
  
  **** *.
  Under Armour Customer Service 

• Initial Complaint

  Date:03/04/2025

  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 didnt receive my last order. Called numerous times, filled out form they sent, called numerous times and emailed after. No help. Today at approximately 4:15 pm I called and asked for a Supervisor, he said he was and told me to take it down a notch like I was his kid. I didnt curse or be rude to him at any time as you can hear if call recorded. I told him he wasnt speaking to his child and he hung up on me. Very discourteous and unprofessional. Can someone assist me.? Years and I have never had this problem with UA.

  Business Response

  Date: 03/06/2025

  Hi, *****!

  Thank you for contacting Under Armour! We have processed a refund in the amount of $51.05 back to your original payment method for order US-32428804. You should see the funds back on your account in 3-5 business days. Please let us know if there's anything else we can help you with and thank you for your patience!

   

  Thanks and take care, 

   

  ******* *.
  UA **************** Team
  
  
  ****************
  *******************

  Customer Answer

  Date: 03/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/03/2025

  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 am writing to follow up on my order (Order Number UA US-********), which has not arrived at my address. The carrier responsible for delivering my order has reported it as "lost in transit."I have received several emails from Under Armour customer service confirming that a full refund of $246.00 was to be issued to my MasterCard ending in 3999. However, the refund has not yet been processed.I kindly request that the promised refund be issued as soon as possible, as it was confirmed by your customer service team.Thank you for your attention to this matter. I look forward to your prompt resolution.Sincerely,** **********

  Business Response

  Date: 03/07/2025

  Hi, RJ!

  Thanks for reaching out to us and I hope you're doing well! According to OnTrac tracking number *****************, order US-32116113 was delivered 1/24/25. Below is a link to the delivery photo they provided. Can you please confirm if this is your residence? Please let me know and I'd be happy to assist you further!

  *********************************************************

   

  ******* *.
  UA **************** Team
  
  
  ****************
  *******************

   

• Initial Complaint

  Date:02/28/2025

  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 placed an order online for tactical clothing on the Under Armour website since I have a good discount as a first responder. I was staying in an extended-stay hotel in *******, **, which is more like an apartment complex than a regular hotel, and I needed these clothes for my specialized training. I urgently expected that order and paid $25 for priority shipping.The order was sent later than advertised. I entered the tracking in my AfterShip app to monitor every movement. The day it was out for delivery, I was waiting. Suddenly, it showed as delivered. I checked my room doornothing. I went to the front desk, and the employee said no package had arrived for **** immediately contacted Under Armour via chat. The employee told me I needed to file an affidavit and a police report. At the police station, the officer said they dont open reports for undelivered packages unless stolen with video evidence or a suspect, which wasnt my case.I recontacted them via chat, and they told me to write this on the affidavit, assuring me it was fine. They made me wait over two weeks. I had to contact them regularly, always being told to wait for the refund. Suddenly, when I threatened a chargeback, they emailed saying a police report was mandatory. I replied, reiterating that the police refused.I opened a chargeback, but **** denied it because Under Armour provided tracking showing delivery in *******. *** never opened an investigation, and Under Armour blocked tracking, preventing *** from opening a claim. *** said ** must initiate it. ** didn't do it and refuse to do so. ** refused to issue a replacement or refund.

  Business Response

  Date: 03/07/2025

  Hi, ******!

  Thank you for getting in touch with us. We are so sorry to hear you didn't receive your order, number US-********. Unfortunately, as per the email we sent you on January 25, 2025, we are not able to refund you for this. We are very sorry about that. Please contact our *************************** at ************ or **************************************** for more information on this decision. 

   

  ******* *.
  UA **************** Team
  
  
  ****************
  *********, MD 21230

  Customer Answer

  Date: 03/07/2025

   
  Complaint: 22999822
  
  I am rejecting this response because:

  The reply is a copy-paste script that does not address the issue. It was made by a low-level customer service representative, not by the management team. Additionally, they simply referred to the previous decision made by their order processing teamthe same team that failed to do their job by refusing and/or omitting to open an investigation with **** This is also the same team that repeatedly failed to understand that the ************** refused to open a claim. After asking the police on three different days, the sergeant even threatened to arrest me for interfering with police activitiesall because Under Armour kept pressuring me to obtain that report in order to refund my hard-earned money.
  
  UA's response to this BBB complaint is unacceptable and clearly shows that they do not care about their customers. Instead of genuinely addressing the issues raised in the complaint, they simply copy and paste generic responses.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/14/2025

  Type:Billing 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.

  Around 1/7/25, I got charged $173.39 by this merchant without my knowledge or consent. I never made any charges or debits of this amount on any day to this merchant in my entire life. I filed a dispute with my bank, but the merchant made up a phony document saying I made a purchase of such and such items on that day for $173.39 and the bank was gullible enough to actually believe that and will be taking the merchant's side. I am filing a complaint against the merchant because I need proof of a ** address of the transaction. They will never find any ** address of my home or address for this amount, because I never bought anything from them for this amount at any time in my entire life. The ** address will go straight to Under Armour computer system. They made up phony documents saying I made this purchase when clearly, I never did. The merchant clearly wants to steal my money. Please make an investigation for this situation and get back to me. I want my money back. It's the merchant who fraudulently made this charge that day for that amount. It's electronic theft and fraud. I never charged my card for that amount at any time in my entire life on the merchant's website.

  Business Response

  Date: 03/12/2025

  Hello ***, 

   

  Hello Jae, 

  I wanted to follow up regarding your email and dispute in the amount of $173.39
  
  You were recharged this amount from order US-********. You had generated an online return, RMA:  S6467713, for you to return the following items: 
  
  LEGEND DOWN PARKA SKU: 1385839-410-MD
  UA Undeniable 5.0 ********* SKU: 1369224-410-OSFM x2
  
  Since you paid with a credit card, card ending 9542, you were refunded right away when ***** scanned the return label. Once our warehouse received your return package, they confirmed the only items returned/received was 1 UA Undeniable 5.0 Dufflebag. 
  
  Because you didn't return all the gear that was listed on the return label, that is why you were re-charged the $173.39 for the missing gear. This charge is not fraudulent as stated in your emails so we will not be processing a refund.
  
  We appreciate your understanding, have a great day,

  ****** ***** Burlong-*****
  Senior Lead, E-Commerce
  Customer Service
  
  ************************ Drive
  ************************;

   

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22933780
  
  I am rejecting this response because:
  

  You claim the items weren't returned, but I assure you all items were included in the return package. I don't have any pictures because I already returned everything in new condition. For you to just charge my card out of the blue without asking if I returned everything is fraud. I gave you no permission to charge my card. If you wanted to see if everything was returned, then you first have to contact the customer and ask what happened. I would have told you the same facts if you asked, and none of this would have happened. You need to get a new warehouse employee who does not lie because I already returned everything that was supposed to be returned. PERIOD. You owe me $173.39. What you did was outright fraud and I can sue you for this. This is theft by the warehouse. This is theft by your company. Do the right thing here. 

  Sincerely,
  
  *** ***

  Business Response

  Date: 03/13/2025

  Hi, ***!

   

  Thanks for getting back to us. We are sorry about all of this and appreciate your patience. We will continue to look into this and will get back to you shortly. 

  Thanks and take care,

  ******* *.
  UA **************** Team
  
  ****************
  *******************

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, pending a refund from the merchant. If the merchant satisfies their obligation to reimburse me for the amount they stole from me for $173.39, I will close this case satisfied. If they do not do so within a reasonable period of time, I will contact the BBB again to reopen this case.

  Sincerely,
  
  *** ***