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.

close

Find a Location

Under Armour, Inc. has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/31/2023

  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.

  Hello-
  
  I was contacted today by a trucker who picked up a load from MD. My business information was on this load, however I have never worked with this organization. I spent all day trying to reach someone and even sent an email to the routing team about this incident, with no response. I need help in coordinating getting the goods back.

  Customer Answer

  Date: 03/31/2023

  My name is **** ********** this is not an anonymous name.

  Drivers name is Hussein. The Dispatcher that picked up the load name is Alston. I have attached the load confirmation sheet that was sent over by the dispatcher.

  Business Response

  Date: 04/10/2023

  Hello,

  Thank you for contacting Under Armour about the recent delivery pickup.

  For this issue, we would recommend calling our main reception line, and they would be able to assist you. You can contact them at ###-###-####.

  Thank you, 

  Kimberly *.
  Senior Lead, E-Commerce Sales
  UA Customer Service Team
  **** **** ******
  Baltimore, MD 21230

• Initial Complaint

  Date:03/29/2023

  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.

  On March 4th I ordered a UA freedom flag shirt. It was supposed to be a white shirt with a pink flag. I received a white shirt but with a blue and red flag. I contacted them immediately and was issued an exchange. Got that in the mail... Still a white shirt with red and blue flag. I called again and just asked for a refund and was told I have to return the shirt before I got my refund. First of all...UA messed up and I'm wanting a refund but can't get it until I inconvenience myself and get to a FedEx to mail it back. I brought this up to the lady and she decided to refund me. Well here we are two weeks later and I still don't have my money. I contacted UA a week after I was told I would get a refund and they said they received the exchange in the mail. But I still don't have my money back. So they have my money and the item they sent me and I have nothing. At this point, it's theft which is why I'm reporting here. I just want my money back since I never got the shirt I ordered.

  Business Response

  Date: 03/30/2023

  Hi Chelsey,

  After reviewing your case, I do see a refund was processed on paypal on March 28th for $19.45. Paypal should have sent you an email when the refund processed and in our system it is also showing 100% refunded. I am sorry about the inventory issue with us not getting the correct colored shirt out to you we do apologize. 

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

  Elyse *

  US Customer Service 

• Initial Complaint

  Date:03/24/2023

  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 bought 2 pairs of shoes from Under Armour and they didn’t workout. So I sent them back. They then send me a E-gift card for the refund and not the way I paid. So I called them on Sat the 18th 2024. The rep laughed at me refused to transfer me to supervisor. So I hung up called back and got someone else. They stated they got permission from refunds to put the money back on my debit card. They said between 2-5 business days. Well I have yet to receive my refund. I call and no help they keep saying yea we see the refund. But I need to wait. The refund amount is 319.50.

  Business Response

  Date: 03/30/2023

  Hi Rose, 

  After reviewing your account and order ************ It looks like the gift card ending in 6963 was wiped on 3/18 after you contacted in about the refund issue. A refund was processed in the amount of $320.14 to the visa ending 1707 that was created also on 3/18. You would have had to given us the credit card number for us to process this refund. On our end this shows fully refunded. I can see on our end it was fully processed on 3/24/23 and the transaction ID is ******************* At this point we have fully processed a refund to the credit card you provided. Please let us know if we can assist you any further.

  (also sent via our internal system)
  Elyse *

  UA Customer Service

   

  Case
  ********

• Initial Complaint

  Date:03/23/2023

  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.

  been trying to purchase numerous items for about $300 and doesn't seem like y'all want my money. Called a few days ago and after an hour and a half im told y'all don't have my sizes in anything im looking for but would be replenished. Checked today and called for assistance were not 1 but hung up on 4 times! What is so hard about helping a guest find their size?! Another w wasted hour and a half.

  Customer Answer

  Date: 03/23/2023

  I wasn't even able to get to that point. everyone hung up on me. 

  Business Response

  Date: 03/30/2023

  Hi ****,

  I am very sorry to hear that you had issues staying connected to a *** and having particular items found for you. 

  When I look into your case history, I can see that on 03/23 you spoke with our ***resentative ******** and she was able to find 2 sets for you, but weren't able to find the size and color options needed for the 3rd set. You were able to place an order that same day, 03/23, and use the ***** discount to get 40% off. ******** did send you a promo code for the inconvenience as well. 

  I am very sorry we didn't have all the items you were after in stock. Please continue to check our website for the additional set that you are after.

  It does appear our ***resentative, ********, was able to assist you in getting this issue resolved. 

  Thank you for choosing Under Armour. 

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

• Initial Complaint

  Date:03/17/2023

  Type:Order 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 have a lot of under armor stuff that is defected and pass the store policy but Im straight out and honest and told under armor that I dont have the receipt and pay with cash and under armor knows that Im very loyal, and I do not have one piece of any athletic brand name only under armor and I am a NCAA, big 12 umpire so Im constantly buying under armor stuff and need to get this type of treatment and disrespect and saying, in a way to go somewhere else and not take care of me as a high dollar paying customer and a diehard loyal ********************** armor customer and all I want ********************** armor to do is the most simplest thing is to send me brand new replacement of some of the items that are defective, but well taken care of so please under armor take care of me like you love me

  Business Response

  Date: 03/21/2023

  Hi *****,

  I reached out to you via your contact phone today (3/21) but there was no response and there was no way to leave a voicemail. I also sent you a email via our internal system stating. 

  Hi *****,
  I just tried to reach you via phone to speak about your BBB case. As I know previous agents have stated to you per our policy we do need a proof of purchase for any returns or exchanges. Our current policy is ******************************************************************************************* your item we can take a look at it with some pictures and that proof of purchase.  
  I have attached the link for our current return policy. 
  *********************************************************************************************************

  We sometimes can make accommodations for items that do have a defect but like I stated we do need a proof of purchase for those accommodations. Normal wear and tear is not a defect. Example if you wear a shoe a few times and they are just outside of our return timeframe we can get you a new pair because they are not up to our standards. But if pants elastics are not elastic any more because they are a few years old we do not consider defect that is normal wear and tear.

   

  Thank you again for contacting Under Armour. 

   

  ***** K

   

• Initial Complaint

  Date:03/14/2023

  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.

  Order # US-******** with return tracking number of ************

  Business Response

  Date: 03/16/2023

  Hello ******* *****,

  I am very sorry for the delay in getting this refund processed. I have issued the refund for $604.91 back to your ****** Account. You should see it reflected in 2-5 business days. 

  
  

  Customer Answer

  Date: 03/22/2023

   
  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:03/01/2023

  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.

  On 11/05/2022, I placed an order with Undearmour.ca ( ***** * *********** ).
  
  This order contained:
  Men's UA Surge 3 Running Shoes x1
  Men's UA Tactical Softshell Jacket x1
  Men's UA Tac Loadout Boots 11.0 x1
  Men's UA Tac Loadout Boots 11.5 x1
  
  The Tac Loadout Boots size 11.0 did not fit. I requested a refund through underarmour.
  The Tac Loadout Boots size 11.5 fit, but the sole was seperating from the boot. They were defective, and I requested an exchange.
  The Tactical Softshell Jacket fit, but was unsuitable. I requested a refund.
  
  I packaged the tactical softshell jacket, and two pairs of boots in a box and sent them back to underarmour in their original packaging with the return and exchange slips. Underarmour received the package.
  
  Underarmour refunded the softshell tactical jacket, for 131.00 but did not refund the tac loadout boots in size 11.0 and they did not send out an exchange pair of the 11.5 tac loadout boots. So I am out $228.00 and have no boots.
  
  I have been attempting resolution for this from underarmour for months now to no avail.

  Business Response

  Date: 03/02/2023

  Hi *****,

  I want to start off by truly apologizing for the negative experience you have encountered with our brand. 

  I have checked our returns system and only one item was received back to our returns warehouse under Canada Post tracking 4***************. The item we received back for return is *************** We issued a refund for this item on December 9, 2022.

  Unfortunately we are unable to issue refunds for any gear that was not received back to our warehouse. Please contact your bank/financial institution directly for all further assistance.

  Best regards,

  Lauren ** ** *** ****

  Business Response

  Date: 03/13/2023

  Hi *****,

  I issued a refund as a one time accommodation on Friday, 3/10. Please allow 3-5 business days for funds to hit your account. 

  Best regards,

  Lauren S

  Sr CSR Lead

• Initial Complaint

  Date:03/01/2023

  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.

  On 1/17/23 i placed an online order with Amazon for an Under Armour size small football 6 pocket girdle and the Price was $31.39 that was paid by a visa debit card. I received the item it did not fit it was returned via fedex on 1/23/23 they received the item on 1/25/23. I called on 2/12/23 regarding the refund back to my credit card instead they said they would send a email gift card i told them their policy stated it would be refunded in the manner it was paid for.On 2/21/23 i called about the refund that they stated would go to my credit card and they assured me that it would be refunded in 2-5 business days. i still did not receive the refund. I reached out to Under Armour again on 2/27/23 and i have yet to receive my refund this has been over a month since this issue has occurred. Please i need your assistance in resolving this matter. Thanks

  Business Response

  Date: 03/02/2023

  Hi June,

  I want to start off by sincerely apologizing for the negative experience you have encountered with our brand. Your patience throughout this process is truly appreciated.

  I am seeing that an agent successfully issued your refund as of today in the amount of $31.39. Please allow 3-5 business days for your refund to reflect on your account.

  Please let me know if you have any further questions or concerns.

  Best regards,

  Lauren ** ** *** ****

• Initial Complaint

  Date:03/01/2023

  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 and order on 02/18/2023, order #US-19286626 using Under Armour gift cards for amount about $501. Few minutes later, I realized. that I ordered wrong size and cancelled it, thinking to place another order with correct size. But after I cancelled order, my gift card were not refunded, .I contacted Under Armour customer service 5 times. asking where is my refund, and each time I was told to wait ***** hours, I waited and nothing happed. each time, I spent ***** on the phone explaining situation and waiting for the *** to investigate. I got very frustrated and tired from it.On 02/23, they created case # ******** for this issue and told me that I will get refund gift card withing ***** hours and again received ************* 02/27, I contacted customer service and again wait for ***** hours, then he just hang up on me.Why I need to wait almost 2 weeks to get my money back? This is unacceptable.!!!

  Business Response

  Date: 03/02/2023

  Hi *********,

  I want to start off by truly apologizing for the delay in getting your gift card refunded. It looks like the refunds we processed were unsuccessful due to the amount being refunded, our gift cards have an invoice limit of $500. Since your refund was for over $500 on a gift card, the system would not process this. I understand that this is a negative experience for you and I truly am sorry about this.

  I just finished processing your e gift card refund in two separate amounts so that it can clear our system successfully. I processed one refund for $435.96 and a second for $102.84 totaling your correct refund amount of $538.79. It can take up to 24 hours for you to receive the e gift cards to your email. I have also sent a separate email from your case in our system - if you have any further issues receiving the gift cards please reply directly to the separate email as it will be directed to me specifically. Please let me know if you have any further questions or concerns. 

  Thank you for your patience throughout this process and also thank you for choosing Under Armour.

  Best,

  ****** S, Sr *** Lead

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19503301
  
  I am rejecting this response because: It's already 4 days passed, and I still did not get gift card refund as it was promissed
  
  Sincerely,
  
  ********* **********

  Business Response

  Date: 03/13/2023

  Hi *********,

  I have sent both gift cards and you recently confirmed via email that this problem is now resolved. 

  Best regards,

  ****** S

  Customer Answer

  Date: 03/13/2023

   
  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:02/27/2023

  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.

  My online account with Under Armour was hacked. An order was placed using my credit card. I immediately called customer service when I saw the e-mail confirming the order. I have spent over 2 hours on the phone with 8 different people all asking to cancel the order and refund me the money. I finally was connected to someone who advised that in the notes of the case, someone I spoke to previously stated they thought I was lying. I was advised by the final person I spoke too that I would be receiving only 1 more e-mail stating the order was canceled. I have continued to receive e-mails stating items were being sent out as an exchange. I have yet to have my money refunded. I've also requested that my online account be deleted from their system as I do not want any personal information to be attached with them. Nothing has been completed as of this time. I have 21 e-mails as of this date regarding this issue. All can be provided upon request.

  Business Response

  Date: 02/28/2023

  Hi Lauren,

  I am very sorry to hear of the issues you have experienced. I would be unable to refund this order because it has fully processed and shipped. You would need to dispute this transaction with your financial institution. 

  I have also ensured that your request for account deletion was complete.