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:12/19/2022

  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 ordered a number of items on November 19, 2022. I never received those items. Apparently, the shipping provider (Fed Ex) had returned them to the sender due to damage. I was never notified in any fashion by Under Armour. I only discovered this on December 2, 2022, when I called customer service to check on my order. That evening, all of the items were returned and replaced on the phone. I was told that my order would be expedited and shipped 2 days. That evening as well, I ordered two additional items. Those items showed up almost immediately. However, my replacement order is still sitting in a warehouse being "Processed" almost a week later. I have called multiple times and have been provided no solution. I was charged almost $200 almost a month ago by this company who still has not delivered the purchased items. This is unacceptable.
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/12/22) */
  Upon research the replacement order that was issued to customer has been delivered on 12/14. With the tracking *******UXXXXXXXXX. Sent email to confirm with customer.

• Initial Complaint

  Date:12/19/2022

  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 ordered 9 items last November 28, I waited 2 weeks and the package was split to 2 shipment. The 1st package has 1 item and it was delivered december 2 and the 2nd package which has 8 items was marked as delivered december 13 and I told them right away that the package didn't arrive. I was told to fill up the lost package form and I did and send on the same day because they said if the order was more than $250 I need to do that form. I received and email today that my I can't have my refund back because it was marked as delivered even though theres no proof. I spoke to a guy and he offered me a refund but didn't processed it and they have the transcript for that conversation. The point is if its more than $250 they should provide signature required packages if they don't want to compensate if it got lost. I still need my money back. I want a refund
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/20) */
  Customer was sent the below e-mail from our Order Processing Team. This decision is final.
  
  
  
  Hi Maria,
  
  Thank you for contacting Under Armour concerning your order US-XXXXXXXX.
  
  We're sorry to hear you didn't receive your gear. According to our tracking information, your package was correctly delivered to your shipping address requested.
  
  We will unfortunately be unable to process any accommodation for your most recent claim. Feel free to reach out to your credit or banking institution for further assistance with this issue.
  
  
  Best regards,
  UA Order Processing
  ***************@underarmour.com

• Initial Complaint

  Date:12/19/2022

  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.

  Anything you can do to speed matters to resolve this Problem will be greatly appreciated. I made an online purchase art under Armour. I tried made a return online. It wasn't accepting a return, so I went in person at NYC Location store, 12/18. I drove from Westchester to nyc. At the store as well, my return wasn't accepted. At first my order mas made 11/29 and I received it 12/16. Now they are accepting only a few items back, it still with tag, one pant came with a whole, also they obligate me without a Choice to keep items that at first online showed return. All together is a purchase of $509.38. I want to be able to return things that still with tag and came with defect. Also is my right to choose if I keep or return the clothes. they are dictating, pressuring abusing power over a costumer does not accept a return. Is frustrating, also Jessica cashier associated mas rude with me. Edward manager tried with Wearhouse a return and unsuccessful. I have only a few days to fix it and I saw people leaving the store with the same Problem

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/21) */
  Hi Daniela,
  
  Thank you for your inquiry.
  
  When viewing your order US-XXXXXXXX, I see that the payment method failed and a full balance of $526.24 is due. We charge a pending pre authorization when the order is placed that drops from your account within 2-5 business days. We only truly charge for the order once the gear ships from our warehouse. Unfortunately your card failed after the initial pre authorization. You were never truly charged for the order, therefore we cannot issue any refunds.
  
  Please let me know if you have any further questions or concerns.
  
  Best regards,
  Lauren S
  Sr CSR Lead

• Initial Complaint

  Date:12/17/2022

  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 ordered an Under Armour gym bag for a Christmas gift on December 6, 2022. They sent an email on December 7, 2022 saying it was shipped and provided the UPS tracking number and the USPS tracking number for the final delivery. I kept trying the UPS tracking number which said they had received notice but they had not received the package. Finally, on December 15, 2022 I was able to contact a customer service rep who told me the package had never been delivered to UPS, a fact I was not notified of, and he said he would reorder the gym bag as an exchange and I would receive it by Monday the 19th, before Christmas. I checked today, the 17th, because I had not received an email that it had been shipped. I called again and the rep said they were experiencing shipping delays and he didn't know when it would be shipped but that I probably wouldn't receive it before Christmas as promised. Again, I was not notified of that fact. Almost 3 weeks and nothing.

  Business Response

  Date: 12/22/2022

  Upon further research customer was refunded for order US-******** on 12/22 and sent an email by one of our agents informing them of the refund. This was done after the after exchange went out of stock.

  Customer Answer

  Date: 01/03/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  There is no excuse for not notifying me that...1st My order had never left their warehouse on Dec 7 and delivered to UPS as they said and...2nd They then told me on Dec 15 they would put in a replacement order and I would receive the order in 3 days and didn't notify me then that it was out of stock so I could have had time to find the gym bag from another source. Their website is horrible for trying to find order status and their Customer Service is difficult to get through to.

• Initial Complaint

  Date:12/16/2022

  Type:Billing 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 Number: US-XXXXXXXX
  Order date 12/5/2022
  Order Received 12-16/2022
  I was incorrectly billed for the two items on this order. The copy of the bill received today ************ packed with the order shows the correct amount. Item XXXXXXX-XXX-LG : $42.00; and Item XXXXXXX-XXX-LG : $18.18 after using a discount code: ******* **** . Instead I was actually billed full price for the two items: $63.00 and $25.00 respectively for a total of $95.52 including shipping and taxes billed to my credit card. I called customer service to get a price adjustment but was told nothing could be done because the two items had already been shipped. Instead I was offered a 25% promo code on a future order .No Thanks!!
  REMEDY SOUGHT: I want to have the billing error made by Underarmour corrected and a credit issued to my credit card for the amount of the error ($25.00 +/-)

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/20) */
  Hi Ted,
  
  Thank you for contacting us about the recent issue with your order.
  
  I am very sorry this issue was not handled previously.
  
  I have looked into this issue and applied the 30% discount on the order. Our system has issued a refund for $25.79 for the applied discount. You should see that reflected back to your original method of payment in 2-5 business days, depending on your financial institution.
  
  Please let me know if there is anything else I can help you with.
  
  
  Consumer Response /* (2000, 7, 2022/12/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have been contacted by Under Armour and the matter has been resolved. Thank you BBB for your assistance in this matter.
  
  Ted

• Initial Complaint

  Date:12/16/2022

  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.

  Order product from company on 12/2/2022. I understand it's a busy time and orders are backed up. It's been 14 days and still no shipment has been made. I've contacted them 4 different times and promised/told 4 different things. Was told it was supposed to be delivered by 12/15/2022 when I ordered. First time I spoke with a representative was told it was going to be shipped out by 12/9/2022 with one day shipping. So, I reached out again and told it would expedite and shipped in 2-3 business days. That never happened either. At this point I can no longer go get the same product in the stores at the same price and would have to pay a higher price as the sale is no longer going. So, I would like these issues resolved and shipped out asap. But it is now 12/16/2022 and this still has not been shipped yet.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/21) */
  Hi Emily,
  
  We're so sorry for the processing delay. Due to the high volume of orders, we've received it's taking longer than expected for orders to be processed. We are doing everything possible to ensure that deliveries arrive on time. Your order shipped on December 17th and is expected to be delivered by Dec. 23rd. We will be using expedited shipping as needed to ensure that deliveries are made by Dec. 23rd. Again, we apologize for the delay and appreciate your patience.
  
  Please let me know if you have any further questions or concerns.
  
  Best regards,
  Lauren S
  Sr CSR Lead

• Initial Complaint

  Date:12/15/2022

  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.

  Horrible customer service. I orded two sweatshirts 10 days ago and they have not been shipped. The customer service reps like to you about the status. One even hung up on me today when I asked for a supervisor. They are rude and talk to you like you are stupid. I want 59% off my order. I want someone from the United States executive offices to call me. They need to go out of business. They have had my money for two weeks. I want this resolved ASAP. I will never shoo with them again if they do not fix this now and reprenan the employees involved in creating a horr5 customer service experience.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/20) */
  Customer spoke with one of our supervisors on 12/15. The supervisor applied discount to order and also provided tracking for order US-XXXXXXXX. Upon research the order was delivered 12/16 to customer. Tracking 1Z8166VXXXXXXXXXXX

• Initial Complaint

  Date:12/14/2022

  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.

  I placed an order with Under Armour over a week ago. My child's school counselor said they had a family in need that wouldn't be able to have a Christmas due to a tragedy and could anyone help. I sponsored the teenage boy and girl. I ordered the girl's clothes at Aeire and let them know it was very time sensitive and had to be turned in before school let out... Aerie got the clothes to me the next day given the circumstances and reason. Under Amour said they would put in the request. 3 business days later, I was expecting the order to at least have been processed, nope still hadn't even been processed and they knew this would cause a child in need to not have Christmas presents. I am heartbroken for the kid. I reached out and explained that since it hadn't been processed yet (and it was placed over a week ago) and hadn't shipped, there was no way I could get it in on time this week and the child wouldn't have presents now. I would have to buy a gift card instead and return the entire order. I asked if they could provide a promo code to go with the gift card to help make it up to the child and they said there was no way. They said I couldn't speak to a manager either. I spend thousands a year at Under Armour and never make any requests, to say I am disgusted with their behavior would be an understatement. I will get a Kohl's gift card for the teen now, they won't have presents to open for Christmas and I will never shop at Under Armour again. I hope they change their behavior because the consequences of their actions on this order are going to be heart breaking.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2022/12/21) */
  Hi Heather,
  
  I truly apologize for this experience.
  
  I am seeing that you spoke with a supervisor on 12/15/22 since this complaint was filed. Jomar issued a gift card as an accommodation for the inconvenience caused.
  
  Please let me know if you have any further questions or concerns.
  
  Best regards,
  Lauren S
  Sr CSR Lead
  
  
  Consumer Response /* (3000, 7, 2022/12/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  No the $25 gift card did not help at all. The foster child never got the under armor clothes because it came days after the final drop off day like I told your company for the 2 weeks I kept calling to find out why the order hadn't processed.
  
  
  Business Response /* (4000, 9, 2023/01/05) */
  Hi Heather,
  
  I truly apologize again for the inconvenience caused by the processing delay with your order. I am seeing the order was delivered to you on December 18. A supervisor issued a gift card as an accommodation for this delay as well. As the merchandise was received and a gift card was sent as an accommodation I am unsure how to proceed. You are welcome to return any unwanted gear for a full refund.
  
  Please let me know if I can further assist!
  
  Best regards,
  Lauren S
  Sr CSR Lead

• Initial Complaint

  Date:12/14/2022

  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 purchased shoes from under armour back on 10/03/2022. They didn't fit and I sent them back for a refund, which they automatically gave me a gift card for because I used my businesses prepaid card. I called in because I didn't want a gift card I wanted my money back to the prepaid card. They told me they don't normally do that because it's not a safe method of transportation. I get refunds on this card all the time with no problem. I continue to argue with them over this and they finally agreed to send it back to my card but said it'll take 30 days to process it back to my card. That was November 11th and it is now December 14th and nothing has been processed back to my card. I emailed them again and have not received a response. This is unethical business. I will never do business with under armour again because they have stolen my money and are giving me the run around in getting my money back.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/20) */
  I have reached out to this customer via phone and email to get this situation corrected. The refund on this pre-paid card failed. I will work with the customer to get this fixed once I hear back from them.

• Initial Complaint

  Date:12/11/2022

  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.

  Items were purchased on 11/22/22, I contacted them about a return label the next day on 11/23/22. Items were sent back 11/24/22. Items were deleivered back to them in 12/05/22. I was told on Friday the 9th I would see a return within 24-48hrs. I then contacted them today and now they are telling me I have to wait another 10-14 Buisness days. I think this is absurd, the amount for the refund is 421.59 and I would appreciate getting this back
  

  Business Response

  Date: 01/16/2023

  Business Response /* (1000, 8, 2022/12/29) */
  This customer was refunded back to his PayPal account on 12/28/2022.