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:02/23/2023

  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 ordered a pair of shoes for my son and paid $53.60. The shoes was too big and I requested an exchange. I received an email on 2/6/23 the exchange was received. I called on 2/11/23 and 2/16/23 to check status of the exchange and received no shipping updates. I called on 2/18/23 for an update and ended up requesting a refund. I was only refunded for $48.25, which is less than what I paid. I am requested the full amount be refunded of what I initially paid, $53.60.
  
  I’ve never ordered from this company and never will. It should not take this long to process an exchange and also should not be difficult to refund the correct amount!!

  Business Response

  Date: 02/27/2023

  On 02/18 this customer was refunded to their PayPal account in 2 transactions. 1 refund for the item refund of $48.25 and one refund for the shipping refund of $4.99. These 2 refunds are equal to the order total of $53.24. It looks like there was system issue and it didn't refund 36 cents. I have processed a refund for 36 cents back to the customers PayPal account. This order is now fully refunded 

• Initial Complaint

  Date:02/21/2023

  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.

  7/31/22- I purchased socks 7/31/22 at the Outlet Store # ****. It was buy one get one free. They only had one size that fit size 13, so we two pairs, one that fit and one smaller.
  8/29/22-I requested a return online so I could exchange for the same kind but the larger size. I received a label and tracking info. I shipped the socks back and they arrived Sept 1st and I never heard back.
  9/26/22- I reached out to a gentleman at UA who said the socks were received, but they had not been processed and he would take care of it as well as following up with an email if I had additional questions or problems. Unfortunately, the email was not signed
  9/30/22-I responded that I still had not received any info on my return and credit/reorder. I requested the status.
  11/30/22-Sent another email asking for credit or a replacement.
  12/19/22-Sent in a copy of receipt per who said this should speed refund along
  12/30/22-Spoke w/Chester who said UA Return Refund Issued by Gift Card sent to my email. I never received anything in my email, junk, or spam folders.
  I have a Case# ********.

  Business Response

  Date: 02/26/2023

  I have reached out to the customer via our internal channels so I could provide her with an E-Gift Card. Could not send that type of info here for security purposes. 

  Customer Answer

  Date: 02/28/2023

  
  
  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:02/15/2023

  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.

  Under Armour has specifically cited fraud as far as returns without any substantiation but now refused to return items and refuse a refund simultaneously and has not infringed on my rights and stolen property. Under Armour responded to my request with someone named Chris and then refused to respond to any further correspondence to recover or make the situation platable for continuing and or ending a working relationship with Under Armour. Over 150 dollars worth of items were kept by UA.com and not given compensation for and it has been over a year and these items need to be returned or compensated for the full value of the item and this is the last step before proceeding with further action against UA and requesting fees reimbursement also.

  Business Response

  Date: 02/19/2023

  Hi Adrian,

  Thank you for contacting Under Armour. 

  I was unable to pull up any recent order information with your email address. If you could please provide the order number for the order you are referencing, I can look into this for you.

  Thank you,

  Kimberly A. 

  Business Response

  Date: 03/05/2023

  Hi ******,

  Thank you for providing an additional email address. However, to look into a missing refund I would need the order number that you are missing the refund on. Please provide us with that information so I can assist you on this matter. 

  Thank you,

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

  Customer Answer

  Date: 03/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The issue is there was no order number as this order was a defect or warranty claim and was being submitted for warranty response
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:02/14/2023

  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 no *********** 
  I returned the order and got the email from UA to start refund process on 7/29/22. I didn’t the get the refund and called UA on 1//30/2023. An email from Kayla on 1/30/23 mentioned that she would process the refund to ****** on 1/30. After waiting for 2 week (2/11), I still didn’t get it. I called UA. While I was waiting on the phone, i got an email from UA’s Timothy and mentioned that the refund was processed on 1/24 and they couldn’t provide any proof AJ’s asked me to speak with ******.
  
  That is really outrageous and very frustrating.

  Business Response

  Date: 02/14/2023

  Hi ********,

  I truly apologize for the miscommunication and confusion regarding your refund. 

  Kayla successfully issued your refund of $30.15 on 1/24/23. I have attached a UA invoice as well as an official ****** invoice confirming the refund. 
  
  Please let me know if I can further assist in any way.

  Best,

  Lauren *

  Sr Lead CSR

  Customer Answer

  Date: 02/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1) UA has not provided any document on which credit card (the number) that the refund was sent to  Kayla mentioned that it was sent to ******   No record from credit card or ****** 

  2) inquired refund on 1/30/23 and it was said the refund was sent to. 1/24.  How could that be given lack of documents from UA
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 02/24/2023

  Hi ********,

  You initially chatted with Kayla on January 22. She emailed you on January 23 confirming the refund was requested. ****** posted the refund on January 24, 2023. I included the official ****** invoice in my previous email. This confirms the refund was successfully issued on our end by ******. We don't have your credit card information as you paid through ****** - they are the ones who store card info. Please contact them directly with the invoice reference for all further assistance!

  Best,

  Lauren *, Sr Lead

  Customer Answer

  Date: 02/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because ****** has no record of payment from UA.  See photo attached from Jan 17-Feb 15 on ****** transaction  
  

  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 03/22/2023

  Hi ********,

  I want to start off by truly apologizing for the mix up here. It looks like this goes back to your initial contact on January 22. A representative confirmed order US-******** as your original order number, however this was not your order. US-******** was an order for a different ******** ****. This order was initially paid with ****** however your true order number is US-******** which was paid with a credit card ending in ****.

  I am seeing that we sent over an electronic gift card via email on February 7, 2023 in the amount of $70. The remaining $4.75 was refunded to your card ending in ****. The refund to your card successfully cleared our system on February 7 and would have taken 3-5 days to reflect in this account. If you did not receive the $70 electronic gift card please let me know and I am happy to further assist in sending over a new one. I apologize again for the mix up regarding your order however your refund was successfully processed. I have attached a screenshot of your refund's successful payment transactions.

  Please let me know if I can further assist in anyway!

  Best,

  Lauren ** Sr CSR Lead

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: ********
  
  YOU made the mistake again. 
  
  
  I am rejecting this response because: the credit for $70 is for a different order that I placed in 1/23/23 for 5 sweaters-see photo attached
  

  The dispute that we have is for a pair of shoes returned in July 2022. In the email, you acknowledged that you credited to the WRONG person. As such, I still have NOT received the credit  

  Please check your record and email string carefully  You FAILED to address the question  

  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:02/14/2023

  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 daughter purchased items for her husband before Christmas, 2022 from Under Armour online. She used my credit card for this purchase since it was a gift from both her and I. The items were shipped to my residence and once we received the package we realized the items were too small/too short for her husband. She returned the item using the packaging and the label provided from Under Armour. She shipped it back **** and has the tracking number of the package. This is the information regarding that return: Latest Update Your item has been tendered to the returns agent at 1:48 pm on January 2, 2023 in *********************. The ************** no longer has the item and no further tracking updates are expected.Get More Out of **** Tracking:**** Tracking PlusDelivered to Agent Tendered to Returns Agent ********************* January 2, 2023, 1:48 pm Shipping ************** See All Tracking History She has called them numerous times as well as myself and I have yet to receive my refund from that order in the amount of $207.20. They keep telling us they never received the package, it got lost in house, it's under investigation...the list goes on with excuses. I am seeking restitution for my return.Thank you.************************

  Business Response

  Date: 02/19/2023

  Hello ****,

  Thank you for reaching out to us regarding this refund. 

  When I looked into your order details I could see that it appears your daughter contacted us on 02/18 and we were able to get that refund issued. The return order number is S2150200 and you were refunded for the items 1365611-988-LG and 1365612-988-LG. 

  Please reach out to us directly and reference case 03453206 if you have further questions about the refund that was processed on 02/18. 

  Thank you. 

• Initial Complaint

  Date:02/09/2023

  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 an order UA-******** on December 9th, 2022. I received the delivery promptly. On December 12th i requested a return label almost immediately and dropped off item at return center. On December 22nd I received a confirmation email saying my package had arrived and my refund would be issued with in 5 business days. On January 9th 2023 I received a second email stating my return just hit the warehouse. And it can take up to 28 days to receive a refund. I've called a few times, last being January 23, 2023. The customer service lady told me my refund was being issued. It's February 6th, 2023 and I have not received the refund.

  Business Response

  Date: 02/13/2023

  Hello ********, 

  I have looked into the return for your order and your were fully refunded for the order on 12/22/2022 to your original method of payment, card ending in ****. Please check your bank records for timeframe 22nd-30th or possibly into 2023 because of the multiple bank holidays during that timeframe it could have taken a few extra days to post on your end. This order has been fully refunded. 

  Thank you for contacting Under Armour. 

   

  Customer Answer

  Date: 02/16/2023

   
  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:02/09/2023

  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 sweatpants and a t-shirt online for my husband. The items did not fit him so I returned both items via the ***** shipping label provided to me by UA. The items were returned back to the warehouse on 1/12/2023. To this date, I have not received a refund. I have called customer service 4 times and have been put on hold for over an hour. Order #US-18173202 Tracking for return: ************ Amount of purchase: *****

  Business Response

  Date: 02/13/2023

  Hi ******,

  After reviewing your case I did find that our system has refunded your paypal account on Feb 8th 2023 the full amount of your order. That amount is $88.96. I have attached the full paypal full transaction with the refund included showing that it was refunded. They should have also emailed you on Feb 8th when this processed as it come automatically from the system. I do apologize for the delay as sometimes the communication between our system and paypal does take sometime. Glad we were able to get this fixed for you.

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

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

  Senior **************** Representative   

• Initial Complaint

  Date:02/08/2023

  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.

  Hello I purchased my father a outfit from Under Armour.com it was around 108.00 and some change I used my ******** account to place the order and they just take out the payment every two weeks for 8 weeks until it’s paid in full. My dad received his order it was his Christmas gift and he said the color was different from the picture so I told him to pack it up and I would return it so that’s what I did they received the merchandise on Jan 12th it took over two weeks to even hear anything about a refund and I thought they would just return my money to the org payment method and the ******** returns the money to me. Well that didn’t happen I woke up to a email saying I got my refund in the form of a gift card so I immediately called them and they tried to feed me these lies that they can’t refund it back to a prepaid card when in fact they can because I just read a bunch of complaints about other people going through the same issue. So then I reached out on their chat and was told that they could refund it to another card that’s not prepaid and then they asked for my card info and I didn’t feel comfortable with giving that info over the chat so I called customer service back and told them what was said and that customer service agent said yes they could refund it to another card of mine so I gave her all my info and my card info and she told me I would receive it in 2-5 business day and sure enough I didn’t get my refund so I reached out today Feb 3 and spoke with a agent once again and she told me that they couldn’t do that and wasn’t sure why two different people told me they could. So I then asked for a supervisor and waited on hold forever she is currently trying to get something resolved but I’m tired of being lied to and I just want my money it doesn’t state anywhere in their return policy that they have to refund it on a gift card if I used ********. I’m scared that my debit card is going to be compromised now and don’t know what else to do.

  Business Response

  Date: 02/08/2023

  Hi *****,

  I apologize for the issues that you experienced with getting your refund back on to a credit card. It is our company policy that refunds for ***** *** orders are refunded to a gift card, because ***** *** is considered a pre-paid gift card. 

  It looks like on 02/03 the representative you spoke with was able to issue a refund back the the credit card you provided her and that refund finished processing in our system on 02/07. You should see those funds back to the card your provided in 2-5 business days from 02/07. 

   

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 tried several times to place an order on the UA app with a brand new gift card received from Christmas and kept getting the error message…oops sorry please try again. I tried with 2 different credit cards for the remain balance and got the same message. I even tried deleting an item to bring the balance down so it was only the gift card and still got the same message! I called customer service twice! The first time the girl who hardly spoke English left me on hold for over 45 min till I hung up and called back. The second pet I spoke with who was a male didn’t spoke even worse English. I had to spell every word out for him. I asked several times to speak with a supervisor and was told they are all busy multiple times. It took him 30 min to create a case for Maryland to investigate why my gift card was saying insufficient balance when the card was brand new and the order didn’t go through. The customer service was totally unacceptable!!! I need the balance loaded back on the gift card. I have screenshots of the whole process.

• Initial Complaint

  Date:02/06/2023

  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 a pair of golf pants that I just received today 2/1/23 I when to the website this morning to see when they would arrive and found they are now selling for $7. less than I paid.I contacted customer service for a refund and got an email from them saying they can't refund me because I bought them on sale there is no ware on the website saying that.My order #US-18673011 in my opinion customer service is making this up they very deceptive.

  Business Response

  Date: 02/07/2023

  Hi ******,

  After reviewing your order, I see you paid $41.97 for the black pants before using the 25% discount or current sale that was going on that brought the pants down to $31.48 which is less than the current sale on the pants which is $52.97. The other pair of pants is the navy pair which was on sale for $52.97 and then the 25% discount was applied bringing the pants to $39.72 also less than the current price of $52.97.  We would be unable to discount the pants any further as the price you received is the better of the two prices. 

  Thank you for your patience and for choosing Under Armour.

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

  Senior CSR