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:01/03/2023

  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 confirmation email ("receipt") from Under Armour correctly showed additional promotional discounts of 30% and another 10% but they charged my credit card the full amount. Very frustrating trying to explain this to customer service agent.

  Business Response

  Date: 01/14/2023

  Hi ****,
  
  Thank you for your inquiry.
  
  Unfortunately there was a processing error in our system that knocked the promo form your order once items went out of stock.
  
  One of our agents fixed this mistake on January 3 and processed a refund in the amount of $30.17.
  
  I apologize again for the inconvenience this caused you and have provided a promo code below for further accommodation. Please let me know if I can further assist in any way!
  
  Here is a 25% off promo code for your next order!
  Promo code: CSR-M3KM-K6RL-TKWM-3HN7
  Expiration date: 04/01/2023
  ************************** Offer valid on online purchases made before 04/01/2023. 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 applies to credit card purchases only and is not retroactive for orders placed before receiving the offer. Not valid in combination with any other coupons, discounts, specials, vouchers, redemption codes, or on gift certificate redemption orders. Offer valid on eligible, in-stock items only. Items not eligible for discounts will be noted online. Cash value 1/10
  
  Best regards,
  **************
  Sr CSR Lead

  Customer Answer

  Date: 01/17/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  The response is satisfactory. It does not account for the time that had to spend on the phone with them to resolve this issue but I do not think further remedy will be possible. I do not want to spend any more time dealing with this issue.

• Initial Complaint

  Date:01/02/2023

  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 made a purchase from Under Amour on Jan 01/23. I was overcharged by $7.00. Initially, I attempted to open an account so i could cancel the purchase but their website was dysfunctional at the time and i was unable to do so. I then tried to call to cancel but there wasn't a human available. Big surprise! I wait and call today, wait another 30 to speak to a human. After waiting an additional 20 mins for the CS to attempt to help, no such luck. They're as useless as their website at helping their paying customers. So here I'am wasting my time and yours so these ppl will return my hard earned money i was overcharged! After the hassle, I plan on refusing the order and never buying another one of their products.

  Business Response

  Date: 01/20/2023

  Consumer Response /* (2000, 7, 2023/01/09) */
  Thanks to all the BBB employees for your help and consideration. I was not reached out by Under Amour customer service what so ever. Despite reaching out to under amour customer service, the BBB and only after opening a dispute through PayPal did Under Amour actually make the minimum effort needed to solve the problem. I consider this case to be closed. Hopefully those who read this complaint will think twice before supporting this pathetic company in their greedy endeavours.

• Initial Complaint

  Date:01/02/2023

  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 ordered an item: UA *************, Sku: 1328870-002-XS, Color: Black (002) Size: XS on 11/4/22 and paid $27.57. I started an exchange for a size small and the company sent me a mailing label to ship the item back to them for the exchange. I mailed the item on 11/8/22. I have not received my exchange as of today, 1/2/23. I've attempted to contact the company 4 times. The first contact I was told that I would receive it on 12/6. The second contact I was told that it will be expedited. The third contact I was told that I would receive it on 12/30. And finally my fourth contact, I was just told to wait and they couldn't give me a time frame as to when I would be receiving my item. I have saved all chat transcripts from these 4 attempts at getting my issue resolved with the company. I would either like to receive my item that I purchased 2 months ago as soon as possible, or get a refund.

  Business Response

  Date: 01/11/2023

  Hi *******,
  We are so sorry about your exchange issue. We have refunded your order in the amount of $27.57 and I am also sending you the correct pants size small on **. That order number is
  C1788050
  It is going express shipping so you should receive tracking on that soon.
  Please let us know if we can assist any further. Thank you again for choosing Under Armour.
  
  **************

• Initial Complaint

  Date:12/30/2022

  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 placed an order on 11/21 and received the item without any issue. The item was too small so I did an exchange on 11/28. Under armour received on December 7th 2022. I waited a week and did not hear anything so I did the online chat and was told they were behind but it was guaranteed for Christmas and they would overnight it. In that time frame from then until two days before Christmas, I did the online chat three times to be told the same thing. I never received the item so the day after Christmas, I did the online chat again and a case was open and again heard nothing. I called today and was told to hold while she checked into it. I was on hold for 40min and was hung up on so I called again and was told no managers were available. I was very upset and then was told.to.hold.for as manager and again was on hold for another 30min and hung up on. I am very frustrated. I was not refunded, not compensated, and have no item.My order number is S1212837 and case number ********.

  Business Response

  Date: 01/11/2023

  Hi *******,
  We are so sorry this happened. We just looked into order S1212837 and it appears it has been refunded $15.20 back to your paypal on 1/2/2023. During this holiday season there were some warehouse issues and we do apologize for that. Please let us know if you have not seen this refund back on your paypal account as it sometimes does take 2-5 business days.
  Thank you
  **************

• Initial Complaint

  Date:12/28/2022

  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 10/31/2022, I placed an online order from Under Armour (UA.com). The order number is US-XXXXXXXX, for a pair of Stellar boots for price of $67.50 totaling $71.08 after tax. I was not happy with the item, so I placed a return, and dropped the item off at FedEx on 12/13. The item was delivered to them on 12/15. I did not receive a confirmation about the refund being "on the way" until 12/20. After contacting them multiple times to track my refund, I was told to give it a couple days. On 12/27 I got an email response about an inquiry of my refund timing. An associate told me that due to using a "prepaid debit or credit card" I will be receiving my refund processed to an Electronic Gift Card. Nowhere in their policy does it state this or have a I been notified about this. I used a regular debit card, which I have never had an issue receiving a refund on before. Their online policy about Returns/Refunds actually states this: "Refunds
  All UA.com returns are processed for a refund issued to the original method of payment."
  Their policy also states only that a US eGift card will be given for returns without the original proof of purchase. Which I provided in my box of my return, and which is readily available since it is an online purchase. I don't believe there is any reason why I would receive an electronic gift card for refund, and their policy does not state this, so it is unacceptable.

  Business Response

  Date: 01/09/2023

  Consumer Response /* (2000, 5, 2023/01/05) */
  Hey, I would like to let you know that my case has been resolved by the company as of yesterday. After many many hours and multiple contacts to the company's "customer service", they finally processed a refund to my original payment method after telling me it was not possible for them to do so. I wasn't sure what action to take in regards to closing the claim. It was still a major hassle to have to argue for my money back to my original payment method despite their return terms listing that's how refunds are applied. Thanks so much in advance.

• Initial Complaint

  Date:12/27/2022

  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 purchased golf shoes on 5/16/2022 under the impression that they were waterproof as suggested by the branding claims on the box and website (see attached images). Unfortunately, this is false advertising as my feet have consistently come off the golf course soaking wet.
  
  After a lot of back and forth with customer service, they agreed to refund the shoes on the basis that their claims are misleading. I then called the Under Armour Brand House in Harbor East, Baltimore, Maryland where I spoke to a really kind manager named Jenny. I informed her that the shoes have been approved for a return, I have the email along with the return authorization form and asked her if I could just bring the shoes down to the store since I live nearby. This would save me the effort of having to print a return label (don't own a printer) and expedite the process of receiving a refund. She was more than willing to help and said it would be totally fine. She could not have been nicer. She even said she would share this information with the other manager on duty in case she was not present when I arrived.
  
  When I arrived, after much back and forth with an associate, I asked if the other manager, Cory S., was around. Cory came out and greeted me with a displeased "What do you need?". I explained the situation and he stonewalled me from the beginning, refusing to apply any logic to the situation or honor the word of his employee. He proudly informed me that ***** works for him as he is the general manager and that she was incorrect to give me the guidance that she did. Eventually he said "Sorry there is nothing I can do and physically turned away from me so as to signify the end of his willingness to resolve this issue and provide basic customer service.
  
  I've never been treated so poorly, by a store that I spend thousands in every year. All I did was follow the guidance they gave me. It was obvious that he could help, it's just that he did not want to, for reasons I wish I understood.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/05) */
  Hi Ali -
  
  Thank you for taking the time to contact Under Armour.
  
  We're disappointed to hear you did not receive the unrivaled customer service that UA strives to deliver. We have forwarded this along to the District Manager of the Harbor East location for review. Please know, we take your feedback seriously, and hope to provide a better UA shopping experience in the future.
  
  Please don't hesitate to contact us again if our service does not meet your standards.
  
  Please confirm your order number or provide the purchase receipt and I can further assist with your return.
  
  Best regards,
  Lauren S
  Sr CSR Lead

• Initial Complaint

  Date:12/24/2022

  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 visited The under armour outlet in Queens Anne Maryland , Queenstown premium outlet today for Christmas Shopping today. I was so disappointed how unethical I was treated. I know the brand of under armour from being a Baltimore Native know residing in Queen Anne's County and shopping at this location very frequently. I was located at the cashier counter to pay for my items and I showed my cell as I always do to the cashier for my additional discount because I am a VIP customer with Under Armour and I have additional discounts. So the cashier wasn't familiar he called the guy located in the photo attached over to the register. The guy who wasn't wearing any name information came over and stated that he's not hinting my discount because it's not for his location. Then he walked away and started to wait on someone else. I asked him why did he walk away he ignored me. I asked for the manager he said he was the manger. This was a total disaster and unethical to treat anyone like that. Especially during the Christmas holiday. I want a full refund of my monies spent.

  Business Response

  Date: 01/05/2023

  Hi ******** -
  
  
  
  Thank you for taking the time to contact Under Armour.
  
  
  
  We're disappointed to hear you did not receive the unrivaled customer service that UA strives to deliver. We have forwarded this along to the District Manager of the Queenstown location for review. Please know, we take your feedback seriously, and hope to provide a better UA shopping experience in the future.
  
  
  
  Please don't hesitate to contact us again if our service does not meet your standards.
  
  
  
  Again, thank you for your honest feedback.
  
  
  
  Best regards,
  
  Lauren *
  
  Sr Lead CSR

  Customer Answer

  Date: 01/06/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I would like a full refund and a apology. More training for that particular employee who is setting a poor standard for young people at Under Armor and Baltimore Brand I love.

  Business Response

  Date: 01/14/2023

  Hi ********,
  
  
  
  I truly apologize again for the negative experience you encountered with our brand. Our contact center is e commerce based and unfortunately we cannot access retail transactions and payment methods. I cannot issue any refunds due to this, you would need to inquire directly with the store for further accommodations regarding refunds.
  
  
  
  I do want to remind you of our VIP Factory House policy - this policy confirms that VIP discounts are allowed in our Brand House stores but not in our Factory House stores. When an athlete becomes a VIP athlete we brief this information to them, however we understand that it may be easy to forget which is why I wanted to reconfirm this policy with you. Your discount is eligible on UA.com as well as in our Brand Houses, unfortunately it is ineligible on any Factory House purchases. I apologize again that this was not communicated to you in a positive way!
  
  
  
  Please let me know if you have any further questions or concerns.
  
  
  
  Best regards,
  
  Lauren *.
  
  Sr CSR Lead

  Customer Answer

  Date: 01/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Hello, Your response is unacceptable and very bias. I think your attempting to dumb the issue at hand is and that is the extreme disproof customer service. I am very well aware of what VIP discounts cover and they have always covered at this mentioned location that I had a issue with since shipping there for 3 years. It sounds like you have spoken to your represent there and your belief is for you to transpire his message back to me , which is unacceptable. Your apart of the problem wht people work for this brand. I will go public with this treatment. So I expect you not me to coordinate with that location to get my refund and or credit resolved. I shouldn't have to bare the burden to do so. That is what customer service is about.

  Business Response

  Date: 02/14/2023

  Hi ********,

  In my previous email I confirmed our in store factory house VIP policy as these policies were agreed to when you became a VIP athlete. As previously confirmed I cannot access any in store retail transactions - our contact center is e commerce based. Please contact the store or your representative directly for all further accommodations regarding a refund.

  Best,

  Lauren * 

  Sr Lead CSR

  Customer Answer

  Date: 02/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  the store isn’t picking up calls. Your still not addressing the behavior on how I was treated. 
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 02/24/2023

  Hi ********,

  I apologized in my initial response as well as my email on January 14. I truly apologize for the negative experience you had with our brand. We cannot issue any refunds for retail purchases as previously confirmed. I reported this issue to the store's district manager for it to be further looked into and corrected on our end. We have confirmed the policy for VIP teammates. You can also reach out to your VIP representative for any further accommodations.

  Best regards,

  Lauren *, Sr Lead

  Customer Answer

  Date: 02/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the district manager can contact me himself to resolve this matter. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:12/24/2022

  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.

  Customer service is at an all-time low but under Armour has won the award for worst service ever. I'm still trying to get them to complete a purchase from Black Friday, yes, almost a month and they are still dripping the ball and they are managers! I have emails and pictures of everything. I also record my phone calls Not only has one of the managers stopped responding to email, but the new manager has just sent me women's shirts. First of all, I was promised a jacket I ordered online but days later they said it was out of stock. They promised this at the Black Friday price, and it's been online with multiple units ever since and they keep saying it's out of stock. I'll post a picture of this promise. Next, I requested exchanges on three pairs of shorts because they sent xls and I wanted xxl. So, I receive the label ship it in and I get an email that just one pair is being exchanged and after I call them, they said the manager who goes by Lester processed the other two as refunds which I have in the email too. So, this new manager said she would send me the replacements, but I'd have to buy them because the return is in progress, which isn't reflected on my card, and it's been a week) I just got an email that they were shipped today but one pair is women's shorts. So I am tired of this. I'm ready to return everything but they can't even process a correct label and this current shipment placed on the phone doesn't show up on my account so I can't get a label for the women's shirts. They owe me s refund, the jacket, and the correct pair of black shorts i they can send me return labels for everything. I'll never bother with this company again. Also I. The email I requested an exchange it says shirts but it's supposed to be shorts. I'm summary. Refund and replace the black shorts and send the jacket or send me return labels for all my merchandise totaling over $150 . It shouldn't be this difficult

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/05) */
  Hi Nathan,
  
  I truly apologize for this poor experience you have had with our brand.
  
  I am seeing a refund was processed for the shorts on January 3, 2023, in the amount of $28.94. I am also seeing a representative was able to assist in placing a new order for you.
  
  Please let me know if there is anything further, I can assist with! Happy New Year!
  
  Best regards,
  Lauren S
  Sr CSR Lead

• Initial Complaint

  Date:12/23/2022

  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.

  Made a purchase on underArmour.com Oder #********, I ordered 2 items, got email 1 item is out Of stock , still got changed for both. Trying to return online, they say I was never charged hence they cannot return, go to store. How do I go to store with a fictitious missing item to get refund ???I placed another order and have some other issues...I need my money back in both these orders.

  Business Response

  Date: 01/05/2023

  The e-mail below was sent to the customer from our system so we could get this taken care of for them.
  
  
  
  Hi Rohit,
  
  Thank you for contacting Under Armour.
  
  I have received your BBB Case and looked into this issue for you.
  
  I can see that you were owed a refund for the canceled item, and have issued a refund for $19.20 back to your original method of payment. I have also created a return for that item and attached that pre-paid return label to this e-mail. You can also return that item in store if you would like. I apologize that you were given information that stated you didn't pay for this order and weren't eligible for a refund.
  
  If you could let me know the issues you have with your other orders, I would be happy to look into those as well for you.
  
  ********************
  UA **************** Team
  1020 Hull Street
  See Attachment/File: C1726867-ReturnLabelDoc.pdf

• Initial Complaint

  Date:12/22/2022

  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 have placed 2 orders with them and keep getting told they will ship on such a date and nothing yet but am not allowed to cancel the order. I am tired of the lies everytime I call them I just want the order cancelled so I don't have to deal with them again. They have already been paid for the product.since they obviously don't have the product been 2 weeks since the order was placed and still nothing.

  Business Response

  Date: 01/05/2023

  Hi ****,
  
  I have looked into this order and it does appear that it was delivered on 12/27 via ***** Tracking # ************. I would no longer be able to cancel this order since it has been delivered to you.
  
  
  ********************
  UA **************** ***********************************************************, ** 21230
  See Attachment/File: *********** Proof of Delivery *****.pdf