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. has 8 locations, listed below.

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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:09/29/2022

  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 placed an order online (Order # US-XXXXXXXX) on 9/16. I received an email that part of my order has shipped on 9/17 tracking 1LSCXLFUXXXXXXXXX and showed delivered on 9/19 which was not true. It showed it was provided to me and no package was given to me. I reported it lost and the agent stated that would send me a replacement. I have not received any updates on that replacement and no tracking. Next day I received an email stating that the remaining of the order (cleats) were out of stock and the order would be cancelled. I chatted back in and the agent I spoke with put me on hold and then disconnected the chat. I paid with Afterpay and the money/ authorization has not been released or returned to my after-pay account. I want the whole order cancelled and money returned to my after-pay account asap.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/10/03) */
  Customer was only ever charged $96.06. $80.00 for product SKU XXXXXXX elbow pads (2), $6.07 for tax and $9.99 for shipping. So, we currently have nothing to refund. The original authorization was for $224.16, when the items shipped, we charged the customer $96.06. We encourage the customer to reach out to afterpay.
  
  
  Consumer Response /* (3000, 7, 2022/10/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was charged for a package that was lost at time of delivery and I also contact the company to report the lost package. I was then promised a replacement order which I have not received and also received a cancellation email for. I will contact Afterpay but the $90+ dollars need to be refunded. It's funny how Afterpay and saying under armor has not released the authorization and now I'm being referred back. The customer service I have received thus far is terrible. Does your company at least call a consumer to fully understand the situation and try to resolve? I would like a manager to call me. If not, I will write the corporate office as well.
  
  
  Business Response /* (1000, 21, 2022/12/20) */
  We have confirmed on our end that order US-XXXXXXXX has been refunded $85.40 and also there is an authorization reversal from the original amount. The original amount for authorization was $224.16 and the reversal was for $128.10. For the replacement order CXXXXXX we have also confirmed a refund of $85.40. Afterpay is a third party payment system we have not control over what their authorization process is. We have confirmed refund and authorizations on our end.

• Initial Complaint

  Date:09/27/2022

  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.

  Good morning. My complaint involves an issue with your inventory on the Women's UA HOVR� Apex 3 Training Shoes. I have placed an order three times for this shoe. The shoe shows available on your website in the size that I want to order. I place the order and the order is accepted. One to two weeks after placing the order I get an email telling me that the shoe is no longer in stock. After receiving that email, I check your website and the shoe is showing to be in stock. I am a military dependent and ordered the shoe with a discount. I am starting to believe that you all are cancelling the order because you do not want to honor the discount. Please refer to Order # US-XXXXXXXX, placed on 9/18/22. Order # US-XXXXXXXX, placed on 9/23/22 and order Order # US-XXXXXXXX, placed 7/14/22.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/03) */
  We currently have an issue with our inventory catching up with our website, we have reported this issue with our backend and our inventory. We always honor our military discounts and are happy to apply it any other shoe and we are very sorry this is happening with this shoe.

• Initial Complaint

  Date:09/23/2022

  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.

  I did a return, but the gift cards I used haven't been refunded. I'm not sure which of these two were used:
  
  Gift Card#: XXXXXXXXXXXXXXXX
  Pin#: XXXXXXXX
  
  Gift Card#: XXXXXXXXXXXXXXXX
  Pin#: XXXXXXXX
  
  The order number was US-XXXXXXXX
  
  I did receive the refund for the partial amount to my debit card
  
  It's impossible to get you guys on the phone, so I had to file this.

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 11, 2022/10/06) */
  Case XXXXXXXX
  Mr. Hobson has been refunded. Gift card details were emailed on 10/2/22.
  
  
  Consumer Response /* (2000, 13, 2022/10/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/20/2022

  Type:Sales and Advertising 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.

  Trying to make a purchase on the website and am getting an error message about the website receiving high traffic, and so on. I have tried for days and cannot make a purchase and it likes to delete my cart each day. I am fed up and about to spend money elsewhere. I can't believe this is a issue. Why would you keep an ongoing issue out of customers not being able to purchase. I cannot imagine how much money this has cost UA. Blows my mind. Is there anyway to fix this? I already spent to much time on this alone using the military discount at 40%. Setting everything up over and over. I am pretty sure it will never work. Am I supposed to give up? I almost feel like I should get a store credit that can attach to my 40% military discount for being this persistent to continue my purchase and then following through and allowing me to purchase and fix this issue. Really gives my a downed opinion of Under Armour, I thought this was a top tier brand.
  

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/09/20) */
  Case XXXXXXXX
  Sincerest apologies for the issues placing your order. We are more than happy to assist placing an order for you with your military discount. Give us a call at
  X-XXX-XXX-XXXX.
  Monday - Saturday, 9 a.m. - 7 p.m. EST and Sunday, 11 a.m. - 8 p.m. EST.
  
  
  Consumer Response /* (2000, 7, 2022/09/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I am very sorry I did not know that it could of been a incorrect shipping address. The response I got when it failed it never hinted at this; responded with all website issues at fault: heavy traffic, try again later, servers are down. Never cited a possible error on my end as the cause. Thanks for your timely response and maybe consider adding that in the response for failed purchase or in the possible chat questions and answers.

• Initial Complaint

  Date:09/20/2022

  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 the Under Armour Spotlight Lux MC 2.0 - Men's on August 8th 2022. Less than a month wearing the cleats, the cleats are coming off the bottom.
  
  I ordered them from Eastbay and was told it was a Manufacturers issue and I needed to contact Under Armour directly. I did so yesterday. The first time I was hung up on. The next time I called in the representative was not helpful at all and said I had to contact Eastbay, she was upset when I asked for a Manager to speak to and took down my information claiming they would call me within an hour. They never called.
  
  I'm frustrated in the $130.00 cleats not lasting a month and even more frustrated with the customer service I received. If this is not a manufacturer defect please let me know where I should be able to return or replace these cleats.
  
  Thank you,
  
  Brandon ****

  Business Response

  Date: 12/26/2022

  Business Response /* (1000, 5, 2022/09/21) */
  Case XXXXXXXX
  
  Mr. Lane has been emailed requesting proof of purchase along with date listed, and photo proof of defect. This information will be sent to our returns team for review and next steps.
  
  
  Consumer Response /* (3000, 12, 2022/10/24) */
  ***Document Attached***
  This was never resolved. They emailed me outside of the BBB and kept asking for the pictures that I submitted through Better Business bureau. They stated they didn't get anything from Better Business Bureau. I submitted the pictures and then it was another delay. They then requested a receipt of sale. I sent the receipt and it was also included in the BBB email they received and the previous 3 emails they received.
  
  Finally they stated they would send a shipping lable to return them and perhaps offer another pair when they were received. I asked what my son should wear in the meantime and they stated I should go buy another pair.
  They sent out the shipping label that could not be downloaded. I explained that to them and they stated they were having problems with it and would send me another one. They sent me another one that had the same problem and could not be downloaded. It was again brought to Under Armours attention and they did nothing to resolve the issue and stand behind the cleats.
  
  
  Business Response /* (4000, 19, 2022/12/01) */
  Hi *******,
  
  I apologize for the delay in resolving this issue.
  
  I have emailed a return label to you. Once the gear has been scanned into transit I am happy to further assist in processing your refund. Please let me know once the return has been dropped off to FedEx and I can further assist in expediting your refund.
  
  Best regards,
  Lauren **
  Sr CSR Lead
  
  
  Consumer Response /* (4200, 21, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for the follow up. However the issue was these were football cleats that the cleats were coming off the bottom of the shoe in less than a month. I contacted Under Armour on September 18th and had terrible customer service on the phone. I then was promised a supervivor would contact me to resolve it. I never received that call. I then contacted the BBB to file a complaint. This just made the situation worse.
  
  Under Armour then demanded proof of purchase even though the receipt was attached to the BBB Complaint. When explained it was stated they still needed proof of purchase and further delay on resolving the issue. When they finally sent a return label it was a month later and the label couldn't be opened so I contacted customer service and they said they knew it was an issue and sent another one but the same problem.
  
  Now December 1st you are sending a label that can be downloaded only 10 weeks after the complaint and now the season is long over. These were $130 cleats that didn't last a month and the customer service I received was horrible. Based on the product and Under Armour creating every possible way to not stand behind it, I will no longer be a customer of Under Armour. Very dissatisfied.
  
  Unfortunately the cleats were thrown away after I brought it to Under Armours attention on:
  September 18
  September 20
  September 23
  September 27
  September 28
  October 5
  October 25
  
  After an excuse each time to not stand behind your product. I had to purchase new cleats for my son to finish the season and after 2 months these were thrown away.
  
  I appreciate the follow up but this is far too late at this point and I won't purchase under armour again.
  
  
  Business Response /* (4000, 23, 2022/12/10) */
  Hi *******,
  
  Thank you for your response.
  
  Unfortunately we will not be able to accommodate any refunds without the gear being returned to us. If anything changes and you are able to return the gear, please let me know and I am happy to further assist.
  
  Best regards,
  Lauren S
  Sr CSR Lead
  
  
  Consumer Response /* (4200, 25, 2022/12/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please post this complaint online. Under Armour did not stand behind their product, sent two return labels that couldn't be downloaded and when contacted about it they stated they knew that. Took 2 months to follow up with an actual label.
  
  Terrible customer service on the phone, and worse contacting them in writing. Excuse and delay is their way of treating their customers.

• Initial Complaint

  Date:09/18/2022

  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.

  Date of Transaction: September 5, 2022
  Amount: $394.66
What the business committed to provide you: 3 pairs of sneakers. The order was cancelled one day after the order was confirmed. They committed to a return of the full order amount.
What the nature of the dispute is: UA has not been able to process the refund, claiming they never charged for it, however, evidence of transaction receipts and feedback from my card issuer shows that UA has taken the money. Which they deny.
Whether or not the business has tried to resolve the problem: They claim no responsibility
Account/order/tracking number: #US-XXXXXXXX

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/09/20) */
  Case:XXXXXXXX
  Mr. Martinow's order was canceled, and he has not been charged. A pre-authorization may have been listed on the account, but this total would have fallen off and not shown as pending, not posted.
  
  However, if the original payment was not associated with a bank account - Mr. Martinow will need to reach out to the issuer of that particular card. We do not accept pre-paid or reloadable bank cards on our site.
  
  
  Consumer Response /* (3000, 7, 2022/09/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The money was taken from my card entirely, not pre-authorized. The card issuer told me so and as proof said that under Armour can check themselves via Visa Reference ID XXXXXXXXXXXXXXXXXXX.
  
  Just to note, the customer service has been lying to me several times, first they said: the money will be refunded within 2 - 5 days, after more than a week I contacted them again and again they said the money will be refunded within 2 - 5 days. Every time they state that the money has not been taken, only pre-authorized and it will be refunded within days. Even though my card issuer has clearly told me that the charges have not been taken via pre-authorization but have been taken from the card and account entirely.
  
  To me this seems like very poor customer service and a strategy to keep customers at bay, which has been reported by many other customers in online reviews.
  
  
  Business Response /* (4000, 9, 2022/09/23) */
  Kindly requesting a dated invoice from the bank for the charges that show posted. On our end there are no such charges, but if Mr. Martinow is able to provide dated bank documentation showing a posted charge (and not an undated screen shot) this will be extremely helpful in our investigation into his issue.

• Initial Complaint

  Date:09/14/2022

  Type:Sales and Advertising 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.

  For the last year, I have been unsubscribing from Under Armor's marketing emails. I use the link in the email to unsubscribe, then wait a month and still continue getting emails. I have emailed their general customer service email asking them to stop emailing me but I have not gotten a response. I have unsubscribed a total of 15 times and I feel that they are violating the CAN-Spam Act. I do not wish to put them on my email block list as I may order from them in the future and they will need to send me updates about my order. I ask that they stop emailing me marketing emails.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/17) */
  Case: XXXXXXXX
  Unsubscribed Mr. Vanderzee from emails. It may take up to 72 hours for our systems to reflect this change.
  
  Please note that you will still receive transactional emails for active orders.
  
  
  Consumer Response /* (2000, 7, 2022/09/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you. I will keep this complaint as record on the chance that the unsubscribe feature doesn't work.

• Initial Complaint

  Date:09/13/2022

  Type:Sales and Advertising 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 tried to opt out of receiving their emails multiple times--I have unsubscribed more times than I can count. I never even signed up for them. The one time I purchased was many months ago and I did not select the box to receive emails. I started receiving them recently out of the blue, and they keep coming even though I am unsubscribed. I want the emails to stop immediately. This is a big problem with this company and there are many reports of others having the same issue when reviewing online.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/17) */
  Case XXXXXXXX
  
  Removed Ms. Culbertson from emails. It may take up to 72 hours for our systems to reflect this change so you may see a few messages come through!
  
  Please note that you will still receive transactional emails for active orders.
  
  
  
  Consumer Response /* (2000, 7, 2022/09/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  As long as no more emails come, this is satisfactory.

• Initial Complaint

  Date:09/09/2022

  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.

  So, I am 54 yrs. old. This is my first time filing a BBB complaint. On 9/08/22 my wife and I drove from Hudson, WI to the Under Armor Store located in Eagan, MN (outlet mall). It is about a 45-55 drive each way. Purchased over $300 in clothing. This morning we start un-bagging what we bought. One of the sweatshirts purchased still had a security tag on it. Okay, this happens, honest mistake, and the kid that rang us up was a nice friendly guy. We actually kind of felt bad for him that he missed the tag. We thought okay, call the store, they will take care of us one way or the other. Called and talked to a manager first initial "A". She said we have no choice but to drive the hour and a half or more round trip to have the tag removed or go to a Dicks sporting goods store to see if they can remove it (not a guarantee). The entire time I was on the phone with her she was answering questions and talking to what seemed like another employee, which I thought was rude and unprofessional, all while on the phone with me. So, I hang up with her and call UA customer service. I speak with a guy first initial "R". It almost seemed like I woke him from a nap. I could barely understand him, and he told me same thing as "A". Again, unprofessional imo. So, by now I'm thinking this is crazy for such a big popular company such as UA. I get on google and search for corporate HQ number, mind you, all for a $55 sweatshirt. I call the number (XXX)-XXX-XXXX) and get a recording that it isn't a working number. By now, I'm feeling like I'm in the Twighlight zone. This is the best I can get from such a huge company. I've now spent over an hour of my own time dealing with this and now I am faced with having to drive to Eagan at some point to get this dang tag removed. Really?? I have my receipt, tags etc. I purchased with my AMEX. Maybe I should call them to get help??

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/17) */
  Case
  
  Requested information via email from Mr. Longsdorf. Will resolve complaint once response is received.

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered my son bookbag gor school and i still dont have it the delivery time they changed it snd thrn when i called the lady couldnt tell me anything nor answer and wuestions very upset
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/09/10) */
  We have canceled this stalled order, the customer has not been charged. Emailed promo code for new order.
  
  
  Consumer Response /* (3000, 7, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to order the bookbag at the same price
  
  
  Business Response /* (4000, 9, 2022/09/17) */
  WE can happily place this order for you and honor the price of $41.25 Feel free to give us a call at X-XXX-XXX-XXXX and reference case XXXXXXXX.