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:02/02/2023

  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 january 4th i returned my entire order (ua# *********** placed dec 14 which was paid for on dec 22 ****** ) - to under armour , via fed ex, with confirmed delivery. I have called the company countless number of times , spending over 30 minutes for each phone call, to see why i have not been refunded the $199.95 that i paid for all 5 of the items. Each time i call they tell me something different as to why i have not been refunded. they tell me they will issue me my full refund to ****** with a confirmation number of C******* yet they do not do it. i cannot believe this the same under armour that i have been purchasing from for over ten years. They have never acted this way in all the years i have been buying and returning from them. I feel like there is a scam going on.

  Business Response

  Date: 02/07/2023

  Hi ******,

  After reviewing your case I see that we have refunded your ****** on 2/3/23 two amounts $199.95 and $11.39. This could have been because your order shipped out in two separate packages and so your payments came out separately from ******. I have attached your ****** invoice so you can see the refunds, please note there was a refund for $26.58 on Jan 31st for an canceled item that is not involved with this case. I am sorry for the delay in refund and please let us know if there is anything additional we can assist you with.

  Thank you,

  Elyse K

  Senior CSR 

• Initial Complaint

  Date:02/02/2023

  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 Jan 22 I return the item to the store and they promised to give me a refund however after two days I still didn’t received the refund. Then I placed a call to the Under Armour hotline and they told me I would get the refund by Jan 27 with an email confirmation. On Jan 30 I still have net received my refund and I placed the call once again to the UA hotline, they told me that they would issue a refund to me and I should see it in another 2-5 business day however they drop the phone call. When I called the hotline the fourth time they told me they would process the refund.

  Business Response

  Date: 02/08/2023

  Hello *****,

   

  Our team issued a refund in the amount of $123.70 back to your Visa card as of February 3, 2023. Please allow 2-5 business days for funds to appear on your end.

   

  Best regards,

   

  Lauren S

  Sr Lead CSR

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 29 pairs of Sneakers totalling 2508$ order US-******** on August 13 2022 in various styles hoping to find ones I liked. I received emails stating my order was shipping in 3 separate deliveries when i got home there were almost 14 half empty boxes with shoes in them, some without correct boxes in Generic Oversized sneaker boxes and NO INVOICES. they were delivered by some unheard of shipping company by the name of lasership. Took me almost 3 hours to go through all the boxes to identify what was received and what was missing since there was no invoices . ***** delivered 2 single shoes the next couple of days with only 1 invoice in the box and nothing matched up to what the tracking showed was in each box I ended up missing 8 pairs of shoes and when I called about the issue about 100 times they were very rude to me and accusing me of things they had no proof of because their records show everything was shipped. Only one pair out of the 21 shoes fit me and the ones I really wanted to try never showed up and were then Discontinued and they refused to ship to me. I asked for return labels for 6 big boxes. They told me since 8 pairs were missing they Would not refund me for anything and that my order was not eligible for return and they constantly harassed me over the phone asking for a police report since they don't know how a police report works . There was nothing taken from my possession nor was anything stolen from me at my address .this was a manufacture and shipper error that they refused to cooperate with me on. To this day I'm still stuck with all these shoes a bill that is ruining my credit and 8 pairs of missing shoes that I'm out of. I opened a dispute with my credit card and they sided with these idiots at under armour because someone lied to them regarding the policy. I am not obligated to obtain any police report for any reason if there hasn't been any crime committed or any robbery taken place. I want my refund asap or there will be issues

  Business Response

  Date: 02/08/2023

  Hi ****,

  Unfortunately we are unable to assist with any refunds or returns due to you filing a dispute with your bank for this order. Our order processing team has previously confirmed this with you on multiple occasions. Our policy required you to fill out an affidavit and police form due to your claim that $500+ of confirmed delivered items were not received. Unfortunately since you did not comply with policy and decided to dispute the charge, we cannot further assist. Please reach out to your bank directly for all further assistance as our team initially advised you as of November 2, 2022 as well as recently confirmed on the phone with you yesterday, February 7, 2023.

  Best regards,

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

  Sr CSR

  Customer Answer

  Date: 02/10/2023

  Complaint: 18952789

  
  

  I am rejecting this response because:

  A police report is something you file when someone breaks into your house or you get robbed or assaulted . Not when a low life company and its employees falsely access you of items that were never shipped in the first place . It seems you have the same robotic responses to everyone on here since it seems that you don't have the brains or the common sense or the capacity to even resolve issues correctly it's just easier to accuse customers instead of fixing the problem . You think by asking the customer for all this **** going to scare them into giving in or something. None of the shoes I received fit me your shoes run too small apparently who ever makes your shoes doesn't know how to use the lasts in the correct size and width for the actual design of the shoe . What the h*** would I do with shows that don't fit me . I reported the incident a few days later because there was a couple of shipments from ***** that your company sent out with more shoes and there were no invoices in the laser ship boxes and there were 13 of them half empty with mismatched boxes with shoes in them. I was instantly accused lby some scum bucket named ******* instead of trying to fix the issue he insisted that I was lying. What kind of customer service Is that ??? I'm expecting 3 shipments in total not 13 and then 2 more from ***** you people can't even process a single shoe order correctly made me wait 2 weeks then tell me my shoe is out of stock and refused to give me the price I paid on another shoe . My credit is being ruined here over your false accusations . And also what does the 8 missing pairs that you guys never shipped out have to do with you not taking back the 21 pairs I di receive that I wanted to return that do not fit .sounds a little suspect to me. You guys dropped the ball even the app shows shoes that are pending shipment. So you got 72 hours to resolve this matter or you will hearing from my legal team what you are doing is illegal the first thing that should've been done was to replace the missing items then contact lasership and file a claim then get your high horse and re train your employees. If you have the guts which you probably don't I dare you to call me and run your mouth over the phone to me . You must be a single lonely miserable woman who can't get a man because you'd probably accuse them of something bad or you've been married too long and your still miserable y do your God **** job and refund my money or there will be problems ., your not gonna ruin my life or credit over some shoes that werent even sent to me this is going on for 6 months once again you have 72 hours to perform a refund or im taking this the social media all the newspapers all the media outlets etc this has been the worse experience of my life dealing with your company for the first time 

  Sincerely,

  
  

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

  
  

  
  

  
  

  
  

  
  

  
  

  
  

• Initial Complaint

  Date:01/25/2023

  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.

  1/5/23 I purchased 3 pairs of size large black UA pants for $127. 3 pairs of size medium black pants were delivered to my home Fed Ex. I brought the pants to the UA outlet at the mall for exchange. At the store I was told that they would send them back to the company for me an I would get a refund. They also order 3 more pairs in size large but I had to pay again by credit card. A few days later the 3 size large pants were delivered to my home. I called about my refund and I was told that I would get it soon and I was sent a confirmatory email. A day or two later I was notified that they received the pants that I returned and they were going to send me 3 pairs of tripple extra large pants. I called to tell them that I didn't want those pants and that I wanted a refund. I was told it was too late. When I received these large blue pants that I never ordered, I brought them back to the outlet on 1/21. The man at the outlet sent them back to the company and told be that I would get a confiratory e-mail. He gave me a receipt with an order number. Whne I got home I looked up the order number and it referred to the pants that were ordered at the outlet a week earlier. I called the company again and they said that they did not have my return. I paid for my pants twice, and the company refuses to issue a refund.

  Business Response

  Date: 02/01/2023

  Hi ****, 

  After reviewing your case your return order ******** was refunded in full on 1/25/23 for $127.20. This amount went back to your card ending in 5674 which was the card you used on the original order. We do apologize for any delay in the refund process but on our end it has been processed now and you should be seeing it as of 2-5 business days from 1/25/23. 

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

  Elyse K

  Senior CSR Customer Service 

• Initial Complaint

  Date:01/19/2023

  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 shipped a return to under armor early this month. It was received by under armor on January 6th. They have still not processed my refund. I am near ********* and it was received less than 12 hours after I shipped it. I've reached out to under armor several times. Each time I get someone in another country. They're apologetic but they can't help me. I'm assuming under armor does this so they can hang on to the interest. Profit off of the purchase for as long as possible.

  Business Response

  Date: 01/25/2023

  Hello ***,
  
  I apologize for the delay in this refund being processed. Our current timeframe for refunds is ***** business days.
  
  I have looked into your order US-******** and can see the refunded was submitted to your Paypal account on 01/23/2023.
  
  

• Initial Complaint

  Date:01/19/2023

  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.

  Purchased gift on my Kalma card from Under Armour I returned items for refund instead I received a gift card I was told i could not get refund on Kalma card I would need to give them another card asked for refund I don't have another credit card, never mentioned this on their site I want a full refund back to my Kalma

  Business Response

  Date: 01/25/2023

  Hi Jaymee,
  
  
  
  Thank you for your inquiry.
  
  
  
  Our team pushed your refund through Klarna on January 19 in the amount of $48.99. Please let me know if you would like for me to send an invoice over confirming this.
  
  
  
  Best regards,
  
  Lauren S
  
  Sr CSR Lead

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service 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 online and had to return it. They item was received by their office 1/5/23 and it is now a week later and they have not refunded my money. I spoke to someone through a chat to file a complaint he refused to give me info to file complaint and then disconnected the chat. I called in to file a complaint and was hung up on.

  Business Response

  Date: 01/23/2023

  This customer was refunded on 01/20/2023. That same day they reached someone in customer service who also refunded their shipping and provided a promo code for a future order. This customer has been refunded and accommodated. There is no further action for us to take. This customer was refunded within our company policy of 10-14 business days from the date the package arrives at our warehouse.

  Customer Answer

  Date: 01/24/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  My refund was not received in 10 to 14 days. It was received on the 15th day. After 5 phone calls 3 chat sessions and numerous requests to speak to a supervisor which were denied every time. Yes I did finally receive my refund but I feel a sincere apology from someone at an elevated level for the extensive amount of time, effort and poor customer service would be appropriate. No one should have to fight so hard to get their own money back after the product has been received by the seller

• Initial Complaint

  Date:01/10/2023

  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 ordered an XXL hoodie. You sent me wrong size and then delivered Second hoodie undelivered because you did not place the correct address n second shipment. You place * ******** ***** instead of *** ******** *****.
  
  Please reminder for me for the cost of one kr these hoodies. This was a personal gift that was never delivered to the gifted and it's very upsetting.
  
  "YOUR GEAR HAS SHIPPED
  ********
  Get ready to put it to work. Your gear is on its way!"

  Business Response

  Date: 01/18/2023

  This customer was sent a second replacement to rectify this situation. The order number is ******** and was delivered on 01/14 with ********* tracking number *****************. I have submitted proof of delivery as well from *********.
  

• Initial Complaint

  Date:01/06/2023

  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 purchased UnderArmour jacket from the Under Armour store in ********. In a week, the zipper came off. So i called the **************** team of **********************. They asked me to send pictures of defective jacket with receipt of purchase and so i did. Its been more than a month and no one is responding to my concerns. I asked to send me a new jacket but no response. I am seeking a similar kind of jacket to be shipped out to me and also a refund of my purchase. I have sent the purchase receipts many times. I hope to get the resolution ASAP.

  Business Response

  Date: 01/13/2023

  On January 6th this customer was emailed an e-gift card for the refund of this jacket. Since this purchase was done in store, we could not replace the jacket. We explained that to the customer when he contacted and we refunded him for the order.
  
  

• Initial Complaint

  Date:01/03/2023

  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.

  I received a pair of athletic shoes for Christmas they were purchased on 12/16/2022 they were too small when we went to exchange them at the store we asked for the same pair but half size bigger. At the register they charged us $37 more when we tried to explain that it was an even exchange the supervisor dismissed us. I called the store and phone just disconnect. I called the Under Armor customer service line and was informed there was nothing they could do as the shies were purchased in store We would like our $37 back

  Business Response

  Date: 01/14/2023

  Good evening *****,
  
  We wanted to reach out to you regarding recent feedback left on your UA retail store visit. I am so sorry for the experience you had with our company and I am here to help. If you have any questions or concerns feel free to reply back to this email. As a token of gratitude for your feedback and an apology on our end, I included a promo code below.
  
  Our contact center is e commerce based and unfortunately we cannot access any retail methods of payment. To receive a refund to your original payment method the store would be the only ones who can further assist. However, I am happy to send over an electronic UA gift card for the amount you were charged as an accommodation on our end. Please let me know what works best for you and I am happy to further assist as needed.
  
  Here is a 25% off promo code for your next order!
  Promo code: CSR-L9VC-NFFM-M7NV-6Z5K
  Expiration date: 4/1/2023
  ************************* Offer valid on qualifying online purchases made before 4/1/2023. To redeem, promotion code must be entered at checkout and is valid for one-time use only. Discount is not applied to sales tax. Void if altered, copied, transferred, auctioned or sold. Offer is not retroactive for orders placed before receiving the offer. Maximum purchase amount cannot exceed $1500.00. Not valid in combination with any other coupons, discounts, specials, vouchers, redemption codes, or on gift certificate redemption orders. Valid on qualifying items.
  
  Again, we sincerely apologize and are here to make this right.
  
  Best regards,
  ****** S
  Sr CSR Lead