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. has 8 locations, listed below.

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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:08/22/2023

  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.

  Returned shoes on Aug 2 via Canada Post.Received confirmation Aug 3 that it was delivered.Never saw a refund.Called 5 days later and spoke with a rep.Assured I would get a refund in 2-3 business ******* refunds the following week or confirmation email as follow up given.Called again. Reassured by **************** rep ******** that the item was received and to expect a refund in 7 business days.Waited another 10 days and still no refund! It's now 3 weeks later and still have not received a refund after contacting Under Armour 5 times now

  Business Response

  Date: 08/26/2023

  Hi *****,

  Thank you for reaching out.

  I am seeing on my end that a refund of $80.20 was processed on August 22. This can take up to 3-5 business days to appear on your end. Please let me know if you have further questions or concerns.

  Best,

  ****** S

  Sr CSR Lead

• Initial Complaint

  Date:08/17/2023

  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.

  Three orders have been placed for women's heatgear no slip waistband leggings and three times I have to return. I called and asked for a manager, of course was disconnected. Under Armour has poor customer service. You have not made this right. After I was disconnected after again waiting 20 minutes for a supervisor someone named ****** answered and hung up on me. Are you folks serious? You need to resolve this matter, and a 25% discount is not going to do it. In addition, you are aware that what is ordered is not what is being sent (because I notified you three times) and I need to resolve to this to get any response from you,

  Customer Answer

  Date: 08/17/2023

  Fedex-782581655731 and RMA #S3562725. 

   

  TRACKING ID
  ************
  
  
  
  FROM
  
  
  
  pawling, ** **
  
  
  WE HAVE YOUR PACKAGE

  Business Response

  Date: 08/26/2023

  Hi *******,

  Thank you for reaching out.

  I truly apologize for the inconvenience this has caused you. Please confirm the 7 digit style of the incorrect item you are receiving and I can report this to our warehouse team for further investigation. 

  Best regards,

  ****** S

  Sr CSR Lead

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20480016
  
  I am rejecting this response because:

   

  
  Better Business Bureau:
  
  I have gone back and forth with this company and am exhausted with their lack of customer service.  I do not wish to take this further,  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/05/2023

  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.

  Hey I bought some stuff from under armour here in ****** and I never received my items from them so I contacted them and they sent me a file to fill so I can get my items back I did so after they never came back to me and just are ignoring me I sent them so many emails and Im just getting ignored. At this point I just want my money back I dont want anything to do with under armour again after this experience. Thank you

  Customer Answer

  Date: 07/05/2023

  Hey I need some extra time thank you 

• Initial Complaint

  Date:06/30/2023

  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.

  Order return 06/08/23 with proof of delivery. Was informed refund would be issued within 14 days. I have contacted support by phone and via chat x7 and refund has still not been refunded as of 06/29/23. ** returns per website states refund to be issued with 14 days. Representatives continue to state no managers, supervisors, or billing department available. Also, did not document correct number of items returned (example: returned 2 items of same type and documented 1 item) leading to being shorted estimated $50.

  Business Response

  Date: 07/11/2023

  Thank you for reaching out on your recent return. 

  I can see that your 2 returns were impacted by a delay with getting the refund processed and I am so sorry about that!  There were 2 refunds processed for you on 06/29, one for $290.43 and the other for $64.35. The one for $290.43 includes the amount for the item that you had said was initially left out. You have now been fully refunded for these orders. 

  I have emailed you a promo code to use on a future order, as a way to apologize for this delay. 

   

   

• Initial Complaint

  Date:06/26/2023

  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.

  UA Match Play Taper PantOrder # US-******************** $436.89 Partially This was not fully refunded, only partially refunded. Please refund the remaining.

  Business Response

  Date: 07/17/2023

  Hi *******,

  We issued a refund in the form of an electronic gift card on June 9, 2023. The refund was issued to an e gift card since you are outside of our 60 day returns timeframe. Our returns policy states that all refunds outside of our 60 day timeframe are issued back to an e gift card. I see that **** *. also confirmed this information with you on June 10 when you contacted our team. Your internal case number is 03781955. Please let me know if you have any further questions or concerns.

  Best regards,
  ****** S
  Sr CSR Lead

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20237064
  
  I am rejecting this response because:
  

  You issued a partial refund to that order already even though it was outside the time frame. Please make sure the full refund is spoken for and taken care of. 

   

   

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

• Initial Complaint

  Date:06/16/2023

  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.

  I contacted Under Armour's live chat and phone line several times yesterday and spent over 2 hours trying to resolve this issue. No representative was able to assist me, and each time I asked to be transferred to a supervisor representatives either refused or put me on hold and then the call dropped. The latest issue number is ********. I was promised the issue would be escalated but have not been contacted by any manager.I have a promo code for an "extra 20% off" student discount that should apply in excess of discounts already applied to my order US-********. Representatives kept giving excuses based on internal policy, but the discount is marketed as an "extra" discount, and nowhere on the student promotion does it say there is any sort of ceiling on the maximum discount per order or that the student promotion may not be used with other promotions.I have been a loyal Under Armour customer for many years. The lack of responsiveness by customer support and the fact that they wasted 2 hours of my time is appalling. I will rethink giving Under Armour my business in the future.I would like for $20 to be credited to my order, refunded to my original form of payment. $16 for the 20% discount that should have been applied, and $4 in goodwill compensation for Under Armour customer support wasting 2 hours of my time. I also want a written apology for the misleading marketing and/or lack of responsive customer support.

  Business Response

  Date: 06/20/2023

  Hi ***,

  After reviewing your case it appears a return was set up and a return label sent to your email. The return order is C3007613 and it was set up on 6/19/2023.

  Please let us know if we can assist you in any other way.

  Thank you for your patience and for choosing Under Armour.

  ***** *.

  Senior CSR 

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20191131
  
  I am rejecting this response because:

  Under Armours customer service is unacceptable and atrocious.  Your failure to issue an apology for your customer service failings **************************** the issue and that you do not value my business.  Additionally, I expect goodwill compensation for my time and inconvenience if you wish to have my business in the future.  At this point I will not be shopping with Under Armour with any circumstances and will advise others to do the same.

  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:05/24/2023

  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 purchased a pair of shorts online that did not fit. I returned the items with the tracking label provided by the seller. Tracking ************* order ************* The item was returned back to UA on 4/22. I have called customer service at least 4 times and I never receive any resolution as to why it has been a month and I still have not received my refund.

  Business Response

  Date: 05/24/2023

  Hi Andrea, 

  We are so sorry to hear about the issues with your return. After reviewing your case we have pushed the refund in the amount of $60.00 going back to your Paypal. You will be receiving an internal email from us as well regarding this refund. Once again so sorry about the delay. 

  Thank you again for your patience and for choosing Under Armour. 

  Elyse *
  
  ** *** ******** ******* 

• Initial Complaint

  Date:04/25/2023

  Type:Customer Service 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.

  Hello, I’m contacting you in regards to under Armour stealing money from myself and my wife. The theft has occurred by not refunding purchases because they couldn’t fulfill their orders, not issuing a refund when returning product, and taking money because of their technology failures off gift cards.
  
  I have been trying to get this resolved since 2022 I making several phone calls and no resolution. In March I reached back out for the six or seven time asked to talk to the supervisor got the runaround finally got one on the phone and he said he would look into the issue. He asked me to send him information via email of which I did and I have not heard back from him after many attempts to reach back out.
  
  I have attached several pictures to show the communication that I’ve had via email since March of this year trying to get resolution.
  
  Additional pictures of emails can be provided since the website will not allow all of them at one time.

  Business Response

  Date: 04/27/2023

  I have looked into this issue and can see all the previous interactions in our system. I will be reaching out to the customer directly from our system to get this issue resolved. This matter will require research and correspondence from our internal systems to get resolved. 

• Initial Complaint

  Date:04/25/2023

  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 purchased a pair of under Armour Bluetooth shoes in June 2021 (order # US-********) that works with their Map My Run app but the Bluetooth stopped working and the shoe doesnt connect with the app anymore. The policy for returns is 60 days which I know has past but when I ask for the warranty on the Bluetooth technology they say they dont know and dont answer me. I just want a repair center to fix my shoe or an exchange.

  Business Response

  Date: 05/01/2023

  Hello *******,

  Thank you for contacting Under Armour. 

  I have looked into order US-06116921 and the issue you have reported.

  You would want to start by first moving through some troubleshooting with your shoes. I have included the link for Map My Run Support below. If the troubleshooting doesn't work, there are instructions on the website for how to submit a request to our MapMyRun Support that would be able to help you with the Bluetooth connection issue. 

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

  Thank you,

  ******** *.
  Senior Lead, E-Commerce Sales
  UA **************** Team
  ****************
  *******************

  
  

• Initial Complaint

  Date:04/20/2023

  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 received a pair of shoes as a gift for christmas, that hurt to walk in now.The store refused to replace them under warranty, even though at the time of purchase the buyer was advised of a 1 year defect warranty.Customer service was useless and hung up on **** want a replacement.

  Business Response

  Date: 04/21/2023

  Hello ****,
  
  Thank you for your inquiry.
  
  We are so sorry to hear about the issues you have with your UA gear! This is not how we expect it to perform.
  
  Please let us know your order number so we can go over the return/replacement options. If there is no order number, please let us know the following:
  
  - How long ago was the gear purchased
  - Where was the gear purchased
  - Do you have a receipt
  
  Looking forward to hearing from you.

  Best regards,

  ****** *. Sr *** Lead