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:12/10/2022

  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 2 bags from Under Armor's website on 11/29. I was emailed that I would receive product by 12/13. Every day I check tracking it says the label has been created but product not given to FedEx by merchant. So, it has been sitting in California for 2 weeks. And my estimated arrival date keeps getting pushed back by a day. I'm now pretty close to Christmas. I tried doing a virtual chat with the company and was told- what do you want me to do about it. Unacceptable. From the reviews I've been reading this company likes to play games with their customers and refuse to acknowledge their order issues, administer refunds other than e gift cards, or even attempt to solve somebody's problem with their order.
  I'm urging an immediate investigation into this company's service practices as it appears they are taking people's money but not sending them product or refunds!
  Terrible business.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 7, 2022/12/20) */
  Upon reviewing customer's case we have found the customer only contacted in once after their package was stuck for a few days. The customer service agent advised them to contact in after a few days if not received and we would be happy to get another one out. Since another contact was never had we never sent out another package. Sending out another order
  CXXXXXXX overnight on 12/20. And informed customer via email.

• Initial Complaint

  Date:12/09/2022

  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.

  Totally messing up orders.
  Allowing customers to place orders for items listed as 'in stock' and then cancelling customer orders 48 hours later as 'out of stock.' This has been done to my account numerous times in the past 3 days.
  Items that are 'out of stock' should be listed as 'out of stock.'
  This is VERY POOR customer service.
  This business needs to contact me.
  Have a supervisor contact me that is based in the the united states, not in another country.

  Business Response

  Date: 12/20/2022

  After reviewing the customers case, the orders were placed during an inventory glitch and has now been resolved as the customer has now been able to place an order for this item. *********** and has been delivered to customer, reached out to customer to confirm that they were able to receive item requested.

  Customer Answer

  Date: 12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Under Armour did NOT reach out to me to confirm that I was able to receive the item.'
  
  All I received was some generic email with NO direct phone number to call back to.
  
  The complaint is NOT resolved. In fact, I did NOT receive the original item I ordered.

  Business Response

  Date: 02/13/2023

  Hi *****, 
  I personally sent you an email explaining the issue with inventory on December 20th,2022 that email was sent to you via our system to the email we have on file which was ********************  As mentioned in the email I did notice that you made a later order in which you were able to finally place the order with the fleece joggers your requested after the inventory issue was resolved. *********** was the order placed on 12/9 and delivered 12/13. Once again we do apologize for the issues with the inventory system and the website in early December but the issue has been resolved.

   

  Please let us *now if we can assist you further with this issue. Thank you again for your patience and for choosing Under Armour.

  Elyse *

  ****** Customer Service Representative   

• Initial Complaint

  Date:12/09/2022

  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.

  Under Armour charged me twice each for these 3 orders - Order # US-XXXXXXXX , Order # US-XXXXXXXX , Order # US-XXXXXXXX
  
  I spoke with customer agent and they refused to acknowledge this is an issue or do anything about it. I need one charge from each of these orders to be removed. UA owes me $300 in excess charges in total.

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 8, 2022/12/27) */
  The refunds for these duplicate charges were processed on 12/22/2022. The email below was sent to the customer regarding this issue.
  
  
  
  
  Hello Brijesh,
  
  Thank you for contacting us about your gift card orders and the duplicate charges. I am very sorry for the inconvenience this may have caused.
  
  I have looked into the issue and can see that a refund for the duplicate charges on all 3 of your orders was processed on 12/22/2022. You should have already seen these refunds back to your original method of payment or will see them very soon. It typically takes 2-5 business days for refunds to be posted, so the holiday this week may have slowed that a bit.
  
  Please let me know if you do not see these refunds come through by the end of this week.
  
  Again, I am very sorry about this error and please let me know if there is anything else I can do to assist you.
  
  
  Kimberly **
  UA Customer Service Team
  
  
  Consumer Response /* (2000, 10, 2023/01/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The query is resolved

• Initial Complaint

  Date:12/05/2022

  Type:Delivery 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 purchased 4 items on black friday. On order confirmation I noticed that my order was being shipped to wrong address. I immediately messaged abmnd called under armour to inform them. I was told they could not alter my mailing or cancel my order by the individual on the phone but he would try to get them notice. The email response stated they could not change my address I would have to call carrier once i got tracking number. So once i got trakcing number I tried but they said shipper must contatct to alter address. I immediately contacted under armour. The individual said he would process an exchange. I lt has been or a week so i emailed under armour again to be told me package so it was delivered. Yes the oackage deliver to the wrong address in a different province
  

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 7, 2022/12/15) */
  We have reached out to the customer via our internal channels. I sent them the message below and will continue to work on this with the customer.
  
  
  
  Hi Nicole,
  
  I have received your email from BBB and am very sorry for how this was handled for you.
  
  I've looked into your order, and I would be able to expedite a replacement order to you or I can issue a refund for the order. With the replacement, we no longer have one of the hoodies in stock. I've included that item link below if you want to select a different color that I could send. I could also just refund that one item and replace the rest. Please let me know how you would like me to proceed, and I will get this handled today.
  
  If you would prefer to talk on the phone, I am available most of today and tomorrow to call you. Please let me know if you would prefer that and we can arrange a time for me to call you.
  
  Again, I am very sorry for the inconvenience this has caused, and I am going to make this right for you!
  
  
  Consumer Response /* (2000, 9, 2022/12/19) */
  The business has rectified the issue. Thank you

• Initial Complaint

  Date:12/01/2022

  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.

  Under Armour won't issue any refunds for this order: Order # US-XXXXXXXX.
  
  I made an order. One item was out of stock. It was not shipped, and I received NO refund.
  
  So I returned the entire order (which needed multiple calls to get an actual shipping label, as your online tools did not work.) You received the order on November 20. However, no refund has been issued.
  
  I have contacted the business multiple times since. I have spent well over 3 hours with support. And still can't seem to get a refund.
  
  This is not okay. If you have an item out of stock, you need to refund it. If you received the order almost 2 weeks ago, it should be refunded.
  
  I want a full refund for the order. And I want a $200 gift card to be compensated for my time trouble shooting your beta software.

  Business Response

  Date: 12/29/2022

  Business Response /* (1000, 5, 2022/12/10) */
  Hi Anna,
  
  Thank you for your inquiry.
  
  I want to start off by apologizing for the inconvenience you have been caused by having to reach out to our company this often.
  
  We don't truly charge for items until they ship from our warehouse. If an item goes out of stock and does not ship, you are not charged for the gear. Any initial charge you are seeing is a pending pre authorization that drops from your account within 3-5 business days.
  
  I am seeing that an agent successfully processed your return refund as of December 2, 2022. For all future returns, please keep in mind that our returns processing timeframe is 10-14 business days from the date we receive the return to our warehouse as confirmed on UA.com in our return policy.
  
  I apologize for the experience you have had with our company and have provided a promo code below as an accommodation.
  
  Here is a 25% off promo code for your next order!
  Promo code: ***********************
  Expiration date: 04/01/2023
  
  *Terms & Conditions : 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
  
  Please let me know if you have any further questions or concerns and I will be happy to assist.
  
  Best regards,
  Lauren **
  Sr CSR Lead

• Initial Complaint

  Date:12/01/2022

  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 am having issues with placing online orders at underarmour.com, this is not an issue with the Detroit location.I have placed 7 different online orders and after a few days they are canceled saying the items are out of stock. This has been going on for about a month now.The items are not out of stock because they are available on the website (other items will be listed as unavailable if they are truly out of stock.Every time my order is canceled I am issued a new gift card. I attempt to use the gift card on my next order then that order is canceled.I do not want a gift card anymore, I would prefer that they issue me a refund.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/09) */
  Hi Ray,
  I see on our ordering system you have recently placed an order at a store and online successfully. One of those using a gift card. The one using the gift card was placed in store on 12/3. It used gift card ending in ***** Reaching out via email to confirm the gift card got used.
  
  
  Consumer Response /* (3000, 7, 2022/12/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I placed another online order after submitting this complaint and that order has also been canceled. The issue with their website saying that items are in stock then out of stock after the order has been placed has not been resolved. The only way I was able to use my original gift card was to drive to the nearest Under Armour location. I was given a promotion code for all of the issues and I am not able to redeem the code because the website is still broken.
  
  
  Business Response /* (1000, 11, 2022/12/20) */
  After confirming with customer he was able to use the gift card in the store we applied a 40% discount that he was unable to use on previous orders on order US-XXXXXXXX. This issue is considered resolved on our end as customer has been able to use gift card and promo code that was issued.

• Initial Complaint

  Date:11/30/2022

  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.

  -Transaction happened April 28, 2022
  -Package was delayed and arrived late (can be verified with tracking), did not have time to fully inspect it as I was leaving town, almost did not even get to see the package arrive.
  -November 27th was actually the first time I was able to wear it accordingly to the weather given the type of garment, upon closer inspection putting it on, noticed the item has a factory defect. Enough to affect it aesthetically as well as functionally since the inside is also damaged and this is a rain coat.
  -Tried to contact Under Armour through e-mail right away, so far, have not heard back in any way, including automated messages acknowledging receipt.
  -On 11/29/2022 tried calling Under Armour, the customer service representative insisted that there is nothing he could help with given the damage that "I have inflicted" on the item. Corrected the representative about 3 times during our chat, he kept insisting that he could not help me because I inflicted the damage.
  -On 11/29/2022 tried reaching Under Armour's customer service through chat, since over the phone, there seemed to be a language barrier on behalf of the agent. Didn't get very far as I stopped hearing back after the agent introduced himself.
  
  This jacket was rather expensive, had it arrived at the originally promised time, I would have had the time to wear it and closely inspect it upon arrival (paypal transaction does not show tracking but UA should have it on record. That is the sole reason this time has passed.

  Business Response

  Date: 12/26/2022

  Consumer Response /* (3000, 6, 2022/12/03) */
  ***Document Attached***
  12/3/2022 Still have not heard back from Under Armour in regard to my original email to customer service at ******@underarmour.com. Not even an automated e-mail acknowledging their receipt. Although I will point out that mail tracker does say that the email was opened 6 days ago as of today.
  
  
  Business Response /* (4000, 8, 2022/12/06) */
  Hello *********,
  
  Thank you for contacting Under Armour about the issue with your order US-XXXXXXXX.
  
  I am very sorry this item did not meet your expectation. This order does fall outside out of Returns Policy, which is 60 days after the date of purchase. I understand you were not able to try this product on, and see the damage until November of this year. I would be able to offer a one time accommodation on our returns policy and do either an exchange for you on this item, or you can return the product for a refund.
  
  Please let me know if you would like to do an exchange or a return and I will send over the correct pre-pad shipping label.
  
  Thank you for choosing Under Armour!

• Initial Complaint

  Date:11/29/2022

  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 a pair of pants and a shirt online on 11/1. They did not fit my son, so I returned both items using the shipping label provided by Under Armour. The items were received back to Under Armour on 11/5. I have contacted customer service 4 times to inquire about a refund and have wasted hours on the phone with NO resolution. tracking # XXXXXXXXXXXX Order # US-XXXXXXXX

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 8, 2022/12/15) */
  This customer opened a dispute with PayPal and has been refunded for this order. There is nothing we can do further for this issue.

• Initial Complaint

  Date:11/28/2022

  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.

  Placed an order online for my sons. First order was canceled for $265.75 second order was placed for $103. Got an email stating the order for $265.75 was canceled because they didn't have Family members gave us a prepaid $500 visa vanilla gift card. This is email they sent me.Hi Bradley,As a security measure, your order US-XXXXXXXX was pulled for additional verification. For your protection, it was not processed and has been cancelled. You will not be charged for this order.Please give us a call at X-XXX-XXX-XXXX if you'd like to replace this order. We apologize for any inconvenience. Well vanilla gift cards don't have no way of putting money back on to them and now I will lose $265.75 because they canceled my order.Very disappointing if I must say for a struggling family. I was very upset and got no where with under armour customer service

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/12/01) */
  Hi Bradley,
  
  Thank you for your inquiry.
  
  Unfortunately, pre-paid cards are not an accepted form of payment on UA.com. Pre-paid cards can take up to 30 days to process refunds as well as have pending charges drop which is why we do not accept them as forms of payment on UA.com. This information is confirmed in the link provided below.
  
  https://help.underarmour.com/s/article/Which-payment-methods-are-accepted
  
  We don't truly charge for the order until it ships from our warehouse. The charge you are seeing is a pending preauthorization that will drop from the pre-paid card within 30 days.
  
  I see that a representative provided a promo code to you towards a future order as an accommodation for this inconvenience. Please let me know if you have any further concerns regarding to UA.
  
  Please contact Visa directly for all further assistance as this is the card issuer.
  
  Best regards,
  Lauren S
  ** *** Lead

• Initial Complaint

  Date:11/23/2022

  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.

  Dec 2021 received water bottle the order number US-CS-XXXXXXXXXX, My son started using during the beginning of the collage year (Sep 2022) in 2 months usage he started seeing lot of rust in the rim with dishwashing liquid with scotch brite the rust was not going away only some color of the bottle gone with the cleaning, he stopped using it attached photos

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/12/01) */
  Hi ****,
  
  Thank you for your inquiry.
  
  We offer a warranty for water bottles through our manufacturer, USB. I see you contacted our chat on 11/23/22 and one of our representatives confirmed this information to you. Please reach out to the manufacturer directly regarding the water bottle's warranty. You can reach the manufacturer via phone at X(XXX) XXX-XXXX or email at **@unitedspb.com.
  
  Please keep in mind that the water bottle in question is a replacement water bottle that was sent to you free of charge in December 2021. We cannot accommodate any further replacements or refunds due to this.
  
  Please let me know if you have any further questions or concerns.
  
  Best regards,
  Lauren S
  Sr CSR Lead
  
  
  Consumer Response /* (2000, 7, 2022/12/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you