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:11/21/2022

  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.

  On November 18th, I placed 3 separate online orders:
  US-XXXXXXXX
  US-XXXXXXXX
  US-XXXXXXX
  
  Each of these orders was for a $50 Under Armour E-Gift Card. I purchased each of these using (3) $50 visa giftcards. This was a total of $150 out of my pocket. The transaction went through, was processed without any problem on UA's website. Shortly after, I received notice that my orders were cancelled by Under Armour. I called Under Armour. I spoke with two representatives. The one woman, who was on the phone with me for almost an hour, attempted to re-process my cards. She discovered that the funds from my Visa giftcards were frozen until the funds were refunded by Under Armour's processing center. The UA representative (who was very professional) said I should call back on Monday so that the processing center could manually expedite this.
  
  I called Under Armour this morning (11/21) and was met with complete disrespect by the customer service agent. I requested to speak with someone in the processing department, in order to expedite the funds being reapplied to my payment method, as per the recommendation of the previous customer service representative. She refused to listen to me, as I did not want to go through another hour long phone call leading to nothing. She kept repeating back to me that it would take 14 days for the money to be reapplied- ignoring my request to speak with someone above her or in the processing department. While her tone was professional, her inability to listen to what I was asking for, or put me in touch with the individual that could help my situation was completely unprofessional and disrespectful.
  
  Essentially, Under Armour is holding my money from a payment method they accepted for my orders (visa giftcards) and then cancelled my orders. Regardless of their reasoning for cancellation, they are holding my funds for an error they made. I would like the funds manually returned to the cards immediately, as this was their error.

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/11/27) */
  Hi Erika,
  
  Thank you for your inquiry.
  
  I apologize for the inconvenience this experience has caused. Unfortunately pre paid cards are not an accepted payment on UA.com for this reason - pending charges can take 14-30 days to drop for this type of payment. The cards were not charged, only a pending pre authorization was placed on the cards. We have no way to refund any pending charges as they are not true charges.
  
  I have provided a link below that confirms our accepted payment methods.
  
  https://help.underarmour.com/s/article/What-payment-methods-are-accepted
  
  Please let me know if you have any further questions or concerns.
  
  Best regards,
  Lauren ** ** *** Lead
  
  
  Consumer Response /* (3000, 7, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response. However, the link you provided sends me to the following statement below, quoted directly from your website. Please note that UA states that "a notification will appear in your bag and at check out." No such notification appeared, and you allowed my order to be processed WITH confirmation. Secondly, you state you cannot accept "pre-paid credit cards that do not cover the full order total," which implies that you DO, in fact, accept pre-paid credit cards that cover the full order total.
  
  I researched this prior to using the cards. The pending hold prevented me from being able to use them for days. I spent hours shopping to keep within the pre-paid credit card amount to keep in line with UA stated policy on these cards.
  
  Your employee did not respect my inquiry and refused to send me to someone else higher up that might be able to help me. For the major inconvenience, inaccurate information, and poor customer service, I would appreciate some sort of recompense.
  
  Thank you,
  Erika *******
  
  
  FROM UA Webiste directly:
  "Exceptions
  Some orders may not be supported by all payment methods. Notifications will appear in your bag and at checkout in these cases. We cannot accept personal checks, money orders, cash payments, pre-paid credit cards that do not cover the full order total, or credit/debit cards issued outside the United States from locations not listed above."
  
  
  Business Response /* (4000, 9, 2022/11/30) */
  Hi Erika,
  
  Thank you for your response.
  
  I completely understand your frustration and I apologize again for the poor experience this has caused. Unfortunately prepaid cards are not allowed in our system due to the pending charges and refunds taking such a long time to drop. The order was canceled due to this. I have provided a promo code for you next order as an accommodation for the inconvenience caused.
  
  Here is a 25% off promo code for your next order!
  Promo code: CSR-7DNR-53VG-4MB3-6WFC
  Expiration date: 01/01/2023
  
  *Terms & Conditions : Offer valid on online purchases made before 01/01/2023. 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.
  
  Best regards,
  Lauren S
  ** *** Lead

• Initial Complaint

  Date:11/18/2022

  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 received three Under Armour gift cards from my employer on October 10th which I have been trying to use to purchase items from the under-Armour website unsuccessfully since then.
  
  
  
  At first, I was unable to use the gift card on the website, and upon calling I was told that the system was down and to wait a couple weeks.
  
  
  
  On October 28th I was successfully able to place two orders order confirmation numbers of US-XXXXXXXX, US-XXXXXXXX. On October 30th, I received Out of Stock Alerts for all items in both orders and was refunded the gift cards.
  
  
  
  Upon looking on their website the items still showed in stock, so I placed another order on November 2nd with two of the items the same from the first order - order number US-XXXXXXXX. On November 5th, I got a few more emails saying all the items that I had ordered were out of stock and refunded again in the form of a gift card.
  
  
  
  On November 11th, I placed a third order this time with completely different items - order number US-XXXXXXXX. On the order confirmation it said expected arrival between 16 November and 18th November. So I checked on the order status today and it still shows as processing, I called trying to track down information about why the order hasn't shipped yet. At first they couldn't provide any information as to when the order would expect to ship, they then changed to saying that the reason why the order hadn't shipped was that there was a remaining balance after the gift card had been applied. When I placed the order I had provided a credit card for the remaining balance, and there is no way you can place an order without doing that. They left it at saying they would send another invoice with a link to pay this remaining balance, which I still have not received.

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/11/27) */
  Hi *******,
  
  Thank you for your inquiry.
  
  I truly apologize for the inconvenience this situation has caused. I have provided a promo code below as an accommodation. I am seeing that the order has been delivered to you as of Friday, November 25.
  
  Here is a 25% off promo code for your next order!
  Promo code: ***********************
  Expiration date: 01/01/2023
  
  *Terms & Conditions : Offer valid on online purchases made before 01/01/2023. 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 there is any way I can further assist.
  
  Best regards,
  Lauren S
  Sr CSR Lead
  
  
  Consumer Response /* (3000, 7, 2022/11/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  One of the items in the order US-XXXXXXXX shipped, the other one got cancelled with "Out of Stock" (12 days after I placed the order). When I go to the website, it still shows in stock.
  
  I have tried to order it yet again, now order number US-XXXXXXXX.
  
  
  Business Response /* (4000, 9, 2022/12/01) */
  Hi Melissa,
  
  Thank you for your response.
  
  I am seeing that your recent order US-XXXXXXXX has been fulfilled and is currently in transit to you. I have provided a tracking link below.
  
  https://www.ups.com/track?loc=en_US&tracknum=1ZXX7978YN14053992&requester=MB/trackdetails
  
  Please let me know if you have any further issues.
  
  Best regards,
  Lauren S
  Sr CSR Lead
  
  
  Consumer Response /* (2000, 11, 2022/12/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/15/2022

  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 10/24 I made a $100 purchase on UA.com. I ordered pants in the size of 36/36. The order number was US-XXXXXXXX. I received the package however the pants I received were 36/34. I processed a return shipping label with Under Armour and selected "wrong item shipped" and my return reason. I then returned the 36/34 pants to Under Armour via Fedex label# XXXXXXXXXXXX which was received by them on 10/29/22. On 10/31/22 Under Armour issued me a credit for $100.
  
  On 11/2/22 I received an email from Under Armour that my return was being adjusted stating they "did not receive all of the gear that they refunded for SXXXXXX" which referenced the pants size 36/36. I never received the 36/36 pants as they incorrectly sent me the pants in a size 36/34. Under Armour then recharged my credit card for $100 on 11/3/22.
  
  On 11/4 I contacted the Under Armour customer service group and explained what happened. A rep looked into the issue and stated she was processing a "manual return" as Under Armour was originally going to provide me with a $100 gift card instead of issuing a refund to my credit card. I had to provide the rep my credit card number as she said they don't keep it on file (although they had no issue recharging the card without speaking to me). I provided the rep with the credit card number and she said to allow for 2-3 business days to receive the credit. As of today, 11/15 I have still not received the credit. I have reached out to Under Armour multiple times and no one can provide a status on when I will receive my refund.
  
  This was Under Armour's mistake and now I will likely be charged an interest fee from my credit card (22%) because they will not return my money to me. This is theft and likely a UDAAP violation.

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 22, 2022/12/01) */
  Hi Josh, We are sorry that this confusion happened. According to our records after you last chat in to our contact center a refund was processed. The date of this transaction is 11/15 and it processed to a credit card ending in ***** It shows as successfully processed on our end. Once again we apologize for the inconvenience.
  Thank you again for your patience and for choosing Under Armour.
  Elyse**
  Senior CSR Lead
  
  
  Consumer Response /* (2000, 24, 2022/12/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the response as they finally refunded.

• Initial Complaint

  Date:11/12/2022

  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.

  Nov 6 order for 20.14 UA US-XXXXXXXX
  Nov 9 order 21.76 UA US-XXXXXXXX
  Today item $16.63 with tax addd to cart after all fees
  
  I ordered same item Sunday UA Armour CG Fitted Mock
  XXXXXXX-XXX-LG
  Black (001), LG as Wednesday. Price went up two dollars 31 to 33 then applied military discount.
  
  Both orders had two day shorunner shipping. Today they send me an email item is $25 plus military discount.
  
  I called to talk to customer service who was unhelpful. Repeated he could help do a one time price d just meant put me on hold after I explained the $6 difference. Could not tell me why my Wednesday order hadn't shipped etc... I asked him to cancel and just reorder but he couldn't help. In end he offered me a ten percent off coupon. That wouldn't help since I was using the Veterans Day 40 percent promo. Anyway in the end he offered me a ten percent refund. I simply asked for a return which he then said he couldn't process due to it not being shipped yet.
  
  I get always about the buck but the rice has changed within days and the order hasn't shipped. Tried to cancel to reorder and he couldn't help. Do not want order or anything from UA if they cannot offer some service.
  
  I get adjustment for only full price items is shown but he told me he could over twenty minute phone call and then offered less than I can reorder and return for. I will return all recent orders and Xmas orders now.

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/11/19) */
  Hi Angela,
  
  Thank you for your inquiry.
  
  Our price adjustment policy states Under Armour will honor a one-time price adjustment on gear originally purchased at full-price on UA.com within 10 business days of the purchase date. Items purchased from the UA.com Outlet are ineligible for any price adjustments. I have provided a link below that confirms this policy on UA.com.
  
  https://help.underarmour.com/s/article/Price-Adjustment-Policy
  
  We apologize for any inconvenience this may have caused.
  
  Best regards,
  Lauren *** ** ***

• Initial Complaint

  Date:11/01/2022

  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.

  After receiving a gift card for Under Armour I have been trying to place orders for over two weeks now. Each order gets canceled, my debit and credit cards get charged, and then the hold drops off after days. When I call your customer service is either closed or has an extremely long waiting time. All I'm asking is to use the gift card for a pair of shoes and successfully completed check out with under armor. It's pathetic you put your customers through this kind of anguish just to use a gift card they were forced to come to under Armour to redeem.
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 22, 2022/11/22) */
  I have responded to the customer to confirm that she wasn't able to use the Gift Card, if she hasn't been able to, I will help place the order for her.
  
  
  Consumer Response /* (3000, 24, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I still can't use the gift card. Please assist with placing the order. The item that was canceled and my credit card information is on file so if you need assistance, please call me at XXX-XXX-XXXX.
  
  
  Business Response /* (4000, 26, 2022/11/25) */
  The customer has now been able to place an online order with her gift card. Order has shipped, so it was not canceled this time.
  
  
  Consumer Response /* (2000, 28, 2022/11/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/25/2022

  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 tried to get a replacement for my clothing, and I have been denied in person at the store, and online. In the last 12 months, Under Armour's quality has gone down, and they have been using cheaper, lighter material for their shirts. The result of this is the clothing shrinking. I have spent over $400 in the last 6 months with their clothes, and now they have all shrunk to a size Medium. I wear a large, and all the other brand shirts I buy fit just fine, even after 50 washes. They are using cheaper material and the customer is having to go buy more shirts. It unfair to buy this stuff, wash it three times and then its unusable. I have done everything I know I can do, but now I am just going to take these all back into the store and dump them on the counter. No one wants to help me and I am done dealing with a company who doesn't care. I like the brand, but this is unacceptable, especially when I have been loyal over the years. I bought another batch of shirts a month ago and they're all too small now. I tried to swap them out with the store, but they refused. I guess I need to get an XL in all their clothing so it will shrink down to a size Large. Unfortunately, I cannot afford to go out and buy another closet full of shirts, so I will have to go buy some cheap Walmart stuff to get me by. Crazy how the quality of everything went downhill in the pandemic. Anything to save money.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 7, 2022/11/11) */
  Hi SULLIVAN,
  Based of cases I found connected to your email we advised you of our current return policy and advised you that orders purchased in store can be returned within 60 days to the store. That is the best way to go about returns at this time. They will require proof of purchase for these returns per policy.

• Initial Complaint

  Date:10/24/2022

  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 returned three pairs of pants for refund. My products were returned and i was refunded, days later they said one of the pair of pants that I returned was not returned. Upon further investigation they admitted it was returned but they filed it as an exchange and charged my credit card this morning without my permission to charge my credit card. I spent over 80 minutes on the phone trying to work out the issue and they wanted my credit card number to issue a refund, which I did not feel comfortable giving them after they are ready unethically charged my credit card this morning without my permission. I never asked for an exchange on the exact same pants i returned. I have proof from my FedEx shipping label that I sent Back three pants, and from my email confirmation. I am Disgusted they charged my card and are not being ethical.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 22, 2022/11/21) */
  Hi Meaghan,
  
  Thank you for your inquiry.
  
  We apologize for the inconvenience caused with the extra charge. I am seeing we successfully refunded you for Pennant Open Leg Pant XXXXXXX-XXX-YMD in the amount of $23.97 on November 12, 2022. The refund was processed back to your credit card ending in 2009.
  
  Please let me know if you have any further questions or concerns.
  
  Best regards,
  Lauren, ** ***

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising 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.

  Back in Sept I had placed an online order for 2 hats with Underarmour.com website. Order # US-XXXXXXXX which was supposed to be delivered at under Armour location near my home. I got an email confirmation saying that the order is delivered and when I went to pick it up, I was told the store does not accept web to store pickups. I was asked to call customer services to process a refund/replacement. I call the customer service and was told a replacement order # CXXXXXX has been placed and the items will be shipped to my home. After about 10 minutes later I got an email saying the order has been cancelled and refund to my account has been issued.
  I call back again and replaced the order with the phone rep confirming the items are in stock and were told yes, the items are in stock and will be shipped out in a day or two. This time I had place order for 4 items. Order # US-XXXXXXXX and was assured by the rep that the items are available.
  Few days later I get an email saying all of the 4 items are out of stock. Upon checking the items online, I still see that the items are in stock and ready to ship but my order was cancelled.
  I called the help center again today and the lady says the items are out of stock and I explained her that I am online, and I see the items are all in stock as we speak, and she said no they are out of stock, and nothing can be done.
  This is not the first time this has happened to me where I placed an order with under Armour and the order gets cancelled because the item is out of stock. in the past I had placed an Order # US-XXXXXXXX for compression shirt which I was told is in stock but few days later it was cancelled saying the item is out of stock.
  
  I feel Under Armour is doing false advertisement and false marketing for products they don't have and making customers waste time and money for weeks at a time and then cancelling their orders.
  This matter should be taken seriously, and the company should be liable for false advertisement strategy.

  Business Response

  Date: 12/28/2022

  Business Response /* (1000, 22, 2022/11/11) */
  Hi Nimir,
  
  Thank you for your inquiry and apologies for my delayed response.
  
  Unfortunately our system has been experiencing inventory discrepancies over the past few weeks. I truly apologize that this has affected your orders placed on UA.com - this is not the experience we wish to provide. As a token of gratitude for your feedback and an apology on our end, I included a promo code below. I am also happy to waive an expedited shipping fee on a future order as a further accommodation for this inconvenience. Please let me know if I can further assist in anyway!
  
  Here is a 25% off promo code for your next order!
  Promo code: ***********************
  Expiration date: 1/1/2023
  
  *Terms & Conditions: Offer valid on qualifying online purchases made before 1/1/2023. 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.
  
  
  Consumer Response /* (3000, 24, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  i dont intend to use any discount codes with Under Armour and hence will be happy if i can get the product i had requested at the cost i had ordered with.
  
  
  Business Response /* (1000, 30, 2022/12/09) */
  After looking at customers orders, the current sales are better than the pervious deals they had and even better than promotion codes given. Emailing customer to advise to take advantage of current sale.

• Initial Complaint

  Date:10/24/2022

  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.

  -8/05/22The deal at Under Armour was buy one, get one free. The pairs of shoes that were bought were in the amounts of $150, and $140, so the free pair was $140. Upon getting home, the gift was the pair of shoes that were $140, however they were different size shoes. Making them unwearable for the person I bought them for. While trying to get an exchange, there was no option other than a return, so I sent it back as a return. For 2 months I have made more than 10 calls, and a series of emails confirming they got my shoes and that they are in the works of emailing me an E-gift card in the amount of $149.10 as confirmed by the company. They have told me to wait for 24-48 hours to receive in my email almost every call, and in some of the emails. I have yet to receive this E-gift card. October 8th was the most recent contact through email, saying that the request was then again sent over and that I should be getting the card. I still have not gotten it and they have stopped responding. The shoes I originally wanted are no longer available, but I would still like the gift card since they received the pair of shoes and have not offered an exchange as I originally wanted. This has been well over 2 months, and I cannot get through to any of them. The most recent "return order" number is - SXXXXXXI bought the shoes in store, and sent them back through their website, and I have been emailing them through their customer support on their website have all of the emails confirming they have received the shoes and have supposedly sent the email with the E-gift card. I have checked every type of folder, and it has never been sent to me. The numbering is the order of the email conversation that I had with the proof that they had received the shoes, acknowledged they were sending a gift card, and yet to send anything. Thank you

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 22, 2022/11/19) */
  I had our system send the customer a new gift card. I emailed the customer and confirmed that they did receive the new gift card and have now been refunded.
  
  
  Consumer Response /* (2000, 24, 2022/11/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Even though it took over 3 months to get resolved. Thanks to the BBB, the company took the problem seriously and actually gave me the gift card I deserved for their mistake. Although I was not able to get my original purchase repurchased due to them taking so long in this process. I was able to get another pair of shoes that satisfies my need. Thank you BBB, under armour definitely has surprised me with how much they do not care about their customers.

• Initial Complaint

  Date:10/23/2022

  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 had an order canceled by under armour. I paid using a gift card. They claim to have emailed me the e gift card and I have yet to receive it after 5 calls to customer service and my intelligence insulted to check spam email. Please see attached email correspondence.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 7, 2022/11/11) */
  Hi Cody,
  It appears a new gift card was sent to you on 11/6/2022 in the amount of $21.25. It was sent to the email *********@gmail.com.