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.

  7030 Trade Point Ave Sparrows Point, MD 21219

• 

  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

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:10/17/2022

  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 a large order with Under Armour. The total was $1,478.60.
  
  When I received the merchandise, the quality was a joke, so I decided to return the majority of it. I returned 5 pairs of shoes, a duffle bag and a pair of sandals. The total for the returned merchandise was $810.15.
  
  Under Armour issued me several partial refunds on 10/16/2022.
  
  Partial refund for $412.70
  Partial refund for $81.67
  Partial refund for $10.86
  
  Total partial refunds for $505.25. With no explanation as to why I was not refunded the additional $304.90 still owed to me. But the email they sent me states I was refunded the full amount of $810.15. PayPal confirmed I was only refunded $505.25.
  
  All the merchandise was still brand new, never worn, and returned in its original packaging. I never even tried anything on. I was not impressed with the quality.
  
  I have called several times asking when I will be refunded the additional $304.90. No one will give me a direct answer and several reps just say it's still processing. All items were shipped out in the same box together over a week ago. The partial refund was issued several days ago as well. Why would the additional items not be processed at the same time? Were they lost?
  
  I have demanded my refund several times on the phone and by email and no response of any value.
  
  I want my full refund. Give me back my $304.90 immediately.
  
  I will never do business with Under Armour again.
  
  Order # US-XXXXXXXX
  
  Placed on October 1st, 2022.
  
  They are thieves. I'm absolutely disgusted with their lack of service or concern as they are stealing over $300 from me.

  Business Response

  Date: 12/19/2022

  Consumer Response /* (3000, 7, 2022/10/21) */
  ***Document Attached***
  Proof of delivery of this return. Fed Ex
  
  
  Business Response /* (1000, 11, 2022/11/21) */
  According to our files the remaining $304.92 was refunded to the customer on 10/21 and an email was sent after the refund was pushed through on paypal. The email was sent by our agent Eljiah and I am forwarding it again to the customer. Case number XXXXXXXX

• Initial Complaint

  Date:10/14/2022

  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.

  On October 6, I purchased five items from Under Armour and paid for expedited shipment with the delivery of October 7. I received the confirmation number for my order immediately; however, no further information was sent regarding the order. On October 7, I returned home, and there was no package or contact from Under Armour. I contacted Under Armour on October 8 at 1:56 pm and was placed on hold for the customer service trip to check the status of my order; 6 minutes later, I received a message that I would obtain a returned call. At 2:06 pm, UA returned my call apologizing for not receiving my order and was placed on hold; 6 minutes later, I heard a dial tone. I called back at 5:14 pm and spoke to another person who indicated I would receive my shipping information Monday with delivery on Tuesday. On Tuesday, October 11, I returned home from work, and still no package or correspondence from UA. I contacted UA On October 12 at 11:42 am inquiring about canceling my order because seven days later, I didn't receive the items I paid for expedited shipment or any correspondence. The representative refused to cancel my and or acknowledge my request to speak to a manager. After my request, she placed me on hold for 30 minutes and didn't return the phone, nor did a manager (total time on call 36 minutes). I called back at 12:21 pm only to receive teh same information. I explained my frustration, indicated I would be traveling, and no longer wanted the items for various reasons. The representative stated he would provide a 15% discount on my next order with UA (his discount) but could not offer where my items were or the status of my order. I also indicated I wouldn't be home for the next five days, and it wasn't a good idea to ship. Again, I asked to speak to a manager only to be told the manager would say to me the same thing, and I couldn't cancel my order. On Thursday, October 13, at 9:28 pm, I received an email that my items were shipped.
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2022/10/18) */
  Hello Raylene,
  
  We are very sorry to hear about the experience with your recent order and the delay in shipment.
  
  We have processed a refund of the order back to your original method of payment. Your RMA number for this return is CXXXXX. You should see funds posted back to your account in 3-5 business days, depending on your financial institution.
  
  
  Consumer Response /* (3000, 7, 2022/10/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm partially accepting the response from the business. Yes, I did receive a refund for the order, but Under Armour has yet to contact me personally regarding my experience. Their inability to contact me personally highlights the lack of respect for their customers, which is sad and unacceptable.
  
  
  Business Response /* (4000, 9, 2022/10/25) */
  Reached out directly to customer.
  
  
  Consumer Response /* (4200, 11, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm still determining who they reached out to or what number they called. If they called, they didn't leave a message. I checked my phone log, and each call in the record since Thursday, October 20th, was from someone I knew or needed to address. I would love to know what number they called since they contacted me directly and what occurred if they didn't make contact.
  
  
  Business Response /* (1000, 33, 2022/12/15) */
  This customer has been refunded for this order and told via email that it was taken care of. Customer has not acknowledged the email that was sent. This has been responded to and the customer was refunded.
  
  
  Consumer Response /* (3000, 35, 2022/12/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unfortunately, Under Armour refusal to contact me regarding their customer service representatives behaviors say a lot. My initial request was to be refunded and have someone contact me since the CSRs kept me on hold for over 30 minutes on two occasions. Sending an email that my account was refunded and treating it as their way of contacting me also illustrates Under Armour lack of respect for their customers. I will no longer support a business that allows their employees to dismiss customers who've paid for services that were not rendered in the allotted time.

• Initial Complaint

  Date:10/10/2022

  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.

  I have never signed up to be receiving emails from this business and for the past month I've been receiving emails from them EVERY SINGLE DAY! I've unsubscribed 18 times and still receive emails from them every single day and sometimes twice a day. I called their customer service line and "JAKE" answer the phone and I can say that this was the worst experience I ever had. He was harassing me, badgering me, talking over me and refusing to transfer to a manager. I am 62 years old and was being bullied over the phone by a kid. They are invading my privacy and worst then that, putting people to harass consumers over the phone. This is unacceptable.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/14) */
  Hello Fany,
  
  Your privacy request is important to us! We have unsubscribed you from UA.com emails. It may take up to 72 hours for our systems to reflect this changeso you may see a few messages come through!
  
  Please note that you will still receive transactional emails for active orders.
  
  Best regards,
  
  
  Consumer Response /* (2000, 7, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/09/2022

  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.

  I purchased 2 pairs (order #US-XXXXXXXX) of shoes in July. I returned one pair for a refund with no issue. I later decided to return the 2nd pr as they were too big. It took 6 wks for Under Armor (UA) to provide me a return label due to an upgrade glitch in their system. I returned the shoes via their FedEx label. FedEx tracking #XXXXXXXXXXXX shows receipt 08/25/22. I still have NO refund as of 10/09/22! I disputed the charge with my CC company. Per the numerous interactions wit UA via email, they supposedly emailed me a gift card for $124 when the credit should only be $74.67. I asked for a refund to my CC. In any event, I have neither received a refund nor a gift card. They will not send me the date in which the supposed email was sent nor resend it. I will also be filing a theft report.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Case XXXXXXXX
  
  Sincerest apologies, I know this has been frustrating. Due to a glitch with our gift card system, please give us a call to apply your refund of $74.67 to your original method of payment at your earliest convenience.

• Initial Complaint

  Date:10/08/2022

  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.

  Underarmour.com(UA) was running a promotion between 9-22 and 10-5, where if you spend $100 or more online, you would receive a $20 Amour card to spend at a later time. There was very little information besides receiving an email with in 24hrs and the date you would be able to spend the $20(10/6-10/12). Most retailers allow you to spend the reward on anything you want and there was no disclosure that there were limitations that you couldn't purchase sale items nor use promo codes.
  
  I made the purchase for two $50 gift cards for a total of $100 as per the promotion on 10-1. I waited a couple of days but received no email. I contacted UA using the online chat feature on Oct 3rd. The associate told me that she put in a request to have the email sent by Oct 6th, which I still did not receive. Then on Oct 7th, I contacted UA using their online chat feature again. The associate replied in the chat with the promo code. It did not work and the associate had already disconnected the chat. I had to chat with another associate using the chat feature and was able to get another code emailed to me with instructions. The code did not work either. I called UA and talked to an asssociate who told me that there were stipulations on the $20 promo code that was emailed. The email states that items purchased may not be discounted, cannot apply other promo codes... none of these stipulations were disclosed in the promotion until after I made my $100 purchase and item was shipped already, making it too late to cancel the order. If UA had emailed me the proper email within the disclosed 24hrs, I would have canceled my order before it shipped out. If UA had fully disclosed the stipulations on what could be purchased with the $20 promo, I would not have made the $100 purchase. UA gift cards are not returnable. Under Armour misled consumers by withholding stipulations that would deter consumers from making the initial $100 purchase and trapping them to spend $100 at UA.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/12) */
  Case XXXXXXXX
  Hi Ngoc ***.
  
  Thank you for reaching out! Our website states that Gift Card Purchases are not eligible for promotions. Sincerest apologies for any confusion surrounding this purchase.
  
  https://www.underarmour.com/en-us/p/gift_cards/gift_card/GC00001.html?dwvar_GC00001_color=004&start=undefined&breadCrumbLast=undefined

• Initial Complaint

  Date:10/06/2022

  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.

  Online order on Sept 28,2022, they had a promo spend $100 get a $20 under Armour gift card. I spent $117 that included tax before tax. It was over the hundred dollar promotion. I spoke to somebody at customer service. They told me the gift card would be sent to my email within 48 hours. 48 hours later I did not receive a gift card so I called back to customer service spoke to Rowena at customer service. I was on the phone with her for over an hour came to the conclusion that I did, in fact, need to receive. A gift card she told me that the gift card would be in my email within the next 48 hours. 48 hours later I still have not received a gift card. so I called back to customer service this time I spoke to Matthew in the inquiry department. He saw the notes from the last person that I spoke to and said I want you to get the gift card today not having to wait for the processing, he was not able to process the gift card for whatever reason and said I will send you a promo code for $20 off your next purchase. I tried to use the promo code under Armour. it would not let me use it. I called back to under Armour customer service and they told me that the promo code was only valid for a purchase over $100. I told him I was not spending $100. I already spent it and I was due for a $20 under Armour gift card. At this point I had been on the phone with them for an hour. I told them I wanted to speak to their supervisor their supervisor Who's name was either Jim or Jen? I am not sure if she had a heavy accent. Told me that I was not eligible for a $20 under Armour gift card that the best you could do would be a $20 promo offer for my next hundred dollars I told her I did not wanna spend another hundred dollars. I already spent $100. I just wanted my $20 under Armour gift card. She asked if I could hold I held on the phone for another 38 minutes and she never got back on the phone. She actually hung up on me at this point all I want is my gift card.

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Armour cards are $20 off $100 they are not $20 gift cards. It is stated on our website that you earn a $20 promo code not a gift card. The customer was sent a $20 promo code since they did not receive one on 10/6 by one of our agents. This code has the same restrictions as the Armour card code she would have received. Stacking of promos is never allowed.
  
  
  Consumer Response /* (3000, 7, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have sent and will send again where on the website is specifically stated spend 100, get a $20 U/A gift card...,doesn't say receive a &20 promo code. Also the promo code was 20 off 100, I already spent the money $100. Didn't ask if the promos stacked, if it was a gift card it would be used as such not as a promo. So I spent $100 with the understanding that I would receive a $20 U/A card. Spoke to many different agents(3) who confirmed I should receive a $20 card. One of which only sent me a promo code after not receiving the gift card and it had been a week. He tried to get a gift card to go through but wanted me to be able to get it instantly, he actually tried to issue me a gift card at least 10 times, 30 minutes on the phone before offering me a promo code, that did not state any restrictions such as spend 100, I have submitted the email. As far as receiving a promo since I didn't receive on 10/6, my order was September 28, not 10/6.The advertisement actually says earn your Armour card,...so if it was for a promo code it wouldn't state that. Also including screen shots of time spent on the phone with customer service, If it was a cut and dry as giving a promo code why was I on the phone so long and had to call so many times, also I'm including the email from Matthew where he never mentioned having to spend another $100 to use promo code. Also when I spoke with Matthew he mention that he could see in my note from Rowena F that it was put that I should have received a gift card and he wasn't sure why it hadn't gone through yet. That would have been on the recoding when we spoke at roughly 1:20 pm on 10-6. I have received nothing that was useful and as far as I'm concerned a bait and switch happened.
  
  
  Business Response /* (4000, 13, 2022/11/17) */
  Hi Jennifer,
  
  We apologize for the inconvenience caused by your recent UA.com experience.
  
  As our policy states on UA.com, customers earn a $20 promo code after they place an order of $100 (before tax) or more. Codes are sent via email within 24 hours of a qualified purchase. Codes received from UA.com can be redeemed online or in a Brand House or Factory House store.
  
  I have attached a link to this policy below.
  
  https://help.underarmour.com/s/article/Armour-Card
  
  Best regards,
  Lauren S
  Senior Lead
  
  
  Consumer Response /* (4200, 15, 2022/11/18) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Even if that were true and they were not offering gift cards. I spent $100 and received nothing. I called and after over a week received a promo code off of the next $100 spent. I already spent the money why should I have to spend it again. If your website says....in which it didn't and I already sent my info stating that it clearly said U/A gift card not promo code. Why didn't I revive anything after the first $100 was spent? I am not going to spend $200 to get a $20 discount. I don't care about any response, this has drug on long enough. Just note that I will tell everyone about the customer service I received at under armour. I know loosing a few thousand from my family and I won't make a dent, but that's what we are going to have to do. I've never had worse customer service in my life. Have the day you deserve.
  
  
  Business Response /* (4000, 17, 2022/11/22) */
  Hello Jennifer,
  
  I apologize again that your code was not received via email. Armour Card codes are emailed within 24 hours of making a qualifying purchase as well as being sent again 24 hours before the redeem period begins. Unfortunately the codes can be routed to spam or junk mail at times so we always suggest checking these folders. In the event your Armour Card is not received via email, you can contact our team and we can apply the code to a qualifying order on our back end.
  
  Please let me know if you have any further questions or concerns.
  
  Best regards,
  Lauren S
  Senior Lead
  
  
  Consumer Response /* (4200, 19, 2022/11/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Still have not received anything from my order, the code that was sent would have me spend another $100 to redeem. Which I'm not going to do. I will not be shopping there anymore. Honestly this could have been resolved by them saying we are sorry for the confusion here is a $20 code to use on your next purchase, without having to spend another $100.
  
  
  Business Response /* (4000, 21, 2022/11/25) */
  Hi Jennifer,
  
  I apologize for any confusion. Armour Card codes are redeemable on orders $100+ pre tax, as confirmed in the Armour Card email.
  
  I am happy to still honor this code for you due to the original email not being received, however the order will need to meet the Armour Card terms for $100 pre tax with no other promo codes/discounts applied.
  
  Please let me know if you have any further questions or concerns.
  
  Best regards,
  Lauren ** ** *** Lead

• Initial Complaint

  Date:10/05/2022

  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 had placed an order on September 28th with under Armour for 5 winter items for my 2 boys. Order number US-XXXXXXXX.
  
  3 items were delivered on October 3rd. All items were marked delivered.
  
  I spoke with a representative with under Armour yesterday and was assured the 2 items I did not receive, would be shipped out as expedited and I would receive them in 2 to 3 days.
  
  There has been no updated shipment information on the 2 replacement items, called today and was told to wait that it was still processing.
  
  I have now paid for 2 items that I have not received.
  
  Customer service does not care, which is not a good way to feel as a customer, when all I am wanting is the 2 items my boys need that I have already paid for.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Replacement items were shipped and delivered under tracking 1LSCXLFUXXXXXXXXX and arrived to customers address on 10/7. SKU XXXXXXX-XXX-YXS and XXXXXXX-XXX-YXS were the items sent in the replacement.

• Initial Complaint

  Date:10/04/2022

  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.

  I ordered my daughter a pair of under armour shoes for kindergarten back in June. I got them in and they were made very small compared to nike's she normally wears so I did an exchange for a size 13. I returned them and still to this day after holding for 30 min each call and talking to under armour 5 different times about the situation, I still don't have the shoes. I was told they would be there give it one more week a few weeks ago, then I was told it was stuck in the system and for some reason never moved, this was when I finally got a person who spoke English and was willing to help me. This was on 9/22/22 when she told me she had to cancel the one stuck in the system and due to all of the issues she would place a new order and 0.00 it out and also do expedited shipping so I would receive them the next day. She had me check my email while on the phone with her to make sure I got the confirmation for the new order. I did and it showed the shoes arriving on the next day 9/23/22. Which once again never came. Then, few days later I get a cancellation email. So yet again yesterday 10/3/22 I called back and talked to Noriel and he was supposed to have a supervisor call me back, assured me they would and still no call back as i wasn't expecting it the way UA has been with customer service. He told me the carrier never picked up the item. Then later on told me the item is out of stock. Which is it? So since I never heard back, I called today and Spoke with Jay. He told me a refund has been issued so I should'nt be expecting a product and I said I didn't ask for a refund, I want my product that I ordered months ago that my daughter is STILL waiting on! I asked again to speak to a supervisor and he put me on hold then came back and told me he was transferring me and it sent me to corporate and then they hung up on me. I called back and held another 30 min to just be hung up on again. I have NEVER dealt with a company that can't seem to keep a promise NOR send my order!

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2022/10/10) */
  Customer was refunded on 9/22 $21.38 back to a Visa ending in ***** It was refunded per a request from the customer when they spoke to one of our agents. We are unable to process any additional refunds at this time since the order was refunded in full.
  
  
  Consumer Response /* (3000, 7, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  That is so dishonest! I NEVER asked for a refund, I asked for the shoes that I ordered for my daughter. They completely did that on their own. I even have the email where the agent "claimed" she overnighted my new order that she placed while on the phone with me. After waiting 3 months, I don't want a refund! I want my shoes! I have names of agents I talked to and what they said and also emails too! I want my product that was ordered and to know why it's impossible for under armour to actually ship something a customer orders.
  
  
  Business Response /* (1000, 13, 2022/11/11) */
  The customer's item unfortunately went out of stock so even when the agent tried to send a replacement pair we could not fulfill it. We of course want all of our athletes to get their gear but when items go out of stock that is unfortunately out of our control. The refund is what can be done at this time. Also sent promo code for future purchase. Email sent to **********@yahoo.com.
  
  
  Consumer Response /* (3000, 15, 2022/11/14) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  That is unacceptable as it was in stock when the representative placed the order AND sent me the email confirmation saying it would arrive overnight delivery. Why would you send a confirmation if you don't even know the product is in stock? Crazy! Also, why would you send a customer a promo code "for their next purchase" if you cannot even get them the shoes they ordered back in the summer? A refund is simply unacceptable! I never asked for a refund, I asked for the shoes which still to this day show in stock in my daughters size on their website. If this isn't made right, I WILL NEVER purchase another UA product again
  
  
  Business Response /* (1000, 21, 2022/12/09) */
  If we do not have the inventory to exchange the shoes we cannot exchange the shoes. We of course want the customers to always get the gear they order but sometimes gear does go out of stock. Sent customer email about replacing shoes with completely different pair of shoes. 12/9/2022
  
  
  Consumer Response /* (3000, 23, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I responded back to email from under armour that was sent on 12/9/22. Waiting to hear back about getting me the replacement they offered.
  
  
  Business Response /* (1000, 27, 2023/01/11) */
  As of 1/11/2023 we have sent 2 pairs of shoes as a once time replacement accommodation to customer. In two different sizes as we were unsure for the sizing for her daughter.
  
  
  Consumer Response /* (2000, 29, 2023/01/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received the shoes for my daughter yesterday so I would like to close this claim. Thank you so much for your help in resolving this matter with under armour from months ago.

• Initial Complaint

  Date:10/01/2022

  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.

  Online order #XXXXXXXX placed on 9/5/22. Contained 3 items. All items received my they sent bright red sneakers instead of the ordered gray ones with rainbow colors. Initiated online return using their label and dropped off at Fedex. Amount of refund should be $45.13. My online account at Under Armour shows they were returned on 9/12. No refund was given so I contacted them by phone which took 45 minutes. On 9/18 they emailed to see they have initiated the refund of $45.13 and it should take 2-5 business days. On 9/18, they processed the refund which I received on 9/19 on my Visa. However, the same day they emailed me to say that they never received my returned item and were charging me for it again. On 9/19, they charged me $45.13 which they should NOT Have done. So now, I've paid for this item twice and don't even have it. I contacted them by phone yet again and after 40 minutes of explaining this, they said yes, I am due $45.13. They even opened a Case which is #XXXXXXXX. I got an email from them indicating they were fixing this and I would see refund in 2-5 business days. Today is business day 9 and no refund. I chatted with them today and again got the run around after wasting another 45 minutes of my life. After all of that they told me on chat, they couldn't help me and I needed to call. At that point, I threw up my arms. Horrible customer service. I am attaching their email of 9/20 telling me they initiated the refund that I still don't have. Thank you.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/10/03) */
  A refund was processed for the customers shoes on 9/18/22. It went back to the credit card ending in ***** We do apologize for the original delay but we can confirm the refund has been processed.
  
  
  Consumer Response /* (3000, 7, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please see attachment for screen shots where they did refund me on 9/18 but then charged me AGAIN on 9/20. This negates the refund so they still owe me $45.13. They clearly did not even bother to read the complaint I filed or they would have seen I already acknowledged that refund. If they had stopped there we would have been fine.
  Please let me know if any other info/proof is needed.
  Thank you.
  
  
  Consumer Response /* (3000, 11, 2022/10/11) */
  I provided proof on 10/4/22 showing that Under Armour charged me again for $45.13 after they gave me the credit; thus proving they still owe me for the sneakers I returned. BBB sent the info to them on 10/5 and they had until yesterday, 10/10 to respond. Which they did not do. What happens at this point? I am going to upload the documentation again from 10/4 as it shows 1) initial payment for 3 items, then 2) the refund for $45.13 and 3) them charging my Visa for $45.13 This negates the credit they gave me and clearly shows a refund is due. (it's not letting me upload the file again)
  
  
  Consumer Response /* (3000, 17, 2022/11/08) */
  SINCE THEY DID NOT RESPOND TO MY REBUTTAL AND PROOF THAT THEY STILL OWE ME $45.13, NOR YOUR PHONE CALL; WHAT WOULD BE NEXT STEPS?
  THANK YOU.
  
  
  Business Response /* (4000, 19, 2022/11/11) */
  Hi Elizabeth,
  
  You recently contacted us regarding an issue with your order #US-XXXXXXXX. Your request has been approved, and we have processed a refund in the amount of $45.13 to the method of payment on file. Funds will be posted back to your account in 2-5 business days, depending on your financial institution.
  
  Still have questions or concerns? You can reach a Teammate by phone at ***************
  
  Thank you for choosing Under Armour.
  
  
  Consumer Response /* (2000, 21, 2022/11/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  After an exhausting 7 weeks back and forth with Under Armour, and the BBB assisting with the back and forth, I have finally received my refund today. All of this because they sent me the wrong item. I will never do business with this company again.
  Thank you to the BBB for all of your assistance.

• Initial Complaint

  Date:09/30/2022

  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 returned a pair of Project Rock Hovr shoes due to them being defective. The original purchase price was $140. I was told that I would receive a refund in the form of a gift card. Reference number for this return is SXXXXXX. The tracking number XXXX XXXX XXXX shows that the item was received by Under Armour on 8/31/22. I have been in contact with Under Armour 2 times by chat on 9/14 when I was told I would receive my refund in 3-5 days and 9/22 when I was told I would receive my refund in 24 hours. When I did not receive the refund I also emailed under armour and was told they would send it but I still have not received any refund. My last email to Under Armour was 9/27 to which I haven't received any response. I would like assistance in obtaining my refund.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/06) */
  Case:XXXXXXXX
  Hi Amanda. Sincerest apologies that you have not received your E-Gift Card. I've attempted to resend it. As an accommodation, if you still have not received it - please call in with a major credit/debit card so we are able to refund you there.
  
  You can reach a Teammate by phone at *************** Be sure to reference inquiry XXXXXXXX upon call back.