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:09/07/2022

  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.

  Bought headphones for the Labour Day sale and returned to the store 2 days later. On the first day, it took the headphones 24 hours to charge. The headphones are defective and returned to the Dolphin Mall store in Miami, Florida. The Manager, Izzy was the usual nonchalant, passive-aggressive with endless MICROagressions.
  
  I would like a full refund of the headphones and no exchange because the headphones are defective. I have attached the receipt, and today is Sept 6th, 2022.

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/10) */
  I have emailed customer a return label to send this gear back. In accordance with our return policy, the refund upon receipt will be an EGC. If a refund back to the original method of payment is needed, this gear will need to be returned directly to a store.
  
  https://help.underarmour.com/s/article/Under-Armour-Return-Policy
  
  
  Consumer Response /* (2000, 7, 2022/09/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/06/2022

  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.

  Order # US-XXXXXXXX was placed on August 11 and was cancelled. Because it was paid by UA gift card, I was told I can expect to receive a new gift card ($120) via email. However, in the past 3 weeks, I didn't receive anything from Under Armour except the customer survey email. After talking to 7 different customer service agents, all they can do is requesting another department to resend the email, but I still didn't receive it.
  I can receive email from ******@underarmour.com, but not from *******@underarmour.com which is usually used for sending the new gift card number and PIN number.I asked the customer service agent if they can reload $120 back to my old gift card, they said they will send the request and no more update.Please contact me (not through *******@underarmour.com) via email.
  Thank you.

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/09/13) */
  Customer was resent gift card number and pin on 8/26 and again 9/13. To email provided *************@hotmail.com. It is auto sent once the order is canceled but was just resent again.
  
  
  Consumer Response /* (3000, 7, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I mentioned before. I won't be able to receive email from auto email sent from *******@underarmour.com. And after talking to the customer service rep, they said it could be something wrong in system so my email was blocked but they don't know what to do.
  
  Both email sent on August 26 and September 13 were from *******@underarmour.com. So I still not receiving any gift card number and PIN.
  
  I'm requesting reload the $120 balance back to original gift card (ending 2709).
  
  Thank you.
  
  
  Business Response /* (4000, 9, 2022/09/23) */
  We do not have access to the full numbers of the gift card otherwise we would refund back to the original gift card. We have resent the new gift card number several times to the email we have on file.
  *************@hotmail.com
  
  
  Consumer Response /* (4200, 11, 2022/09/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please read my previous message: my email was blocked by UA system. So there's no meaning that kept trying sending new gift card info.
  If that works, I won't file case here.
  
  You can send a physical gift card with tracking number to my address.
  Here's my address
  *** ******* **** *** XXXXXXX, New ******* ** XXXXX
  or send new gift card info to my other email account
  *************@gmail.com
  
  There are so many ways to solve the problem, I hope UA can really think for customers.
  Thank you.
  
  
  Business Response /* (1000, 19, 2022/11/11) */
  Hi Shiming,
  We have reloaded the gift card
  XXXXXXXXXXXXXXXX with $120.00 and sent and email to *************@hotmail.com. We apologize for any delay.

• Initial Complaint

  Date:09/05/2022

  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 back in June and shipped the order back on 8/8/22 bc they didn't fit. The tracking shows my order was received by under Armour on 8/11/22 but they still haven't processed the return of my order to refund me. I have chatted with 4 of their reps and called twice and they kept telling me they are reviewing my order for the return. I am confused why they haven't returned my order, I am within the return policy, and it's passed the 10-14 business days. This is getting ridiculous!! They have the worst return process!!

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/09/09) */
  Please respond with your original order number and I will happily look into this for you. Any additional information is appreciated: return order number, returned gear, and return tracking information if available.
  
  
  Consumer Response /* (2000, 7, 2022/09/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  My order number is #US-XXXXXXXX. You can check Case No. XXXXXXXX. I ordered 32 items, kept the Rival Fleece HB Hoodie XXXXXXX-XXX-MD $25.48 and play up shorts 3.X XXXXXXX-XXX-SM $14.99, a total of $40.47 but they said they only see labels created for 11 items. I sent back 30 items. Package with tracking number XXXXXXXXXXXX has a weight of 5.7lbs had 20 items, package with tracking XXXXXXXXXXXX had 3 shorts, package with tracking XXXXXXXXXXXX had 7 items. I used Klarna as payment method and on Saturday, Klarna finally saw part of the order being registered as return, so they are refunding me $200.20 but I am still missing a refund of $335.91. Total that I have paid Klarna for this order is $576.58. Since I kept the hoodie and shorts, I should be getting a refund of $536.11 not $200.20.
  
  
  Consumer Response /* (3000, 16, 2022/09/12) */
  This is not resolved yet
  
  
  Consumer Response /* (3000, 19, 2022/09/14) */
  I am still getting the run around from this company. They have finally returned part of my order about $358.93 but I am still missing a refund of $335.91. It's now at least a month since they received my return at their return center but they keep telling me to wait as they are reviewing what items I sent back, its now 2 weeks since they told me that. How long does it take to verify which item is in the package?!? Is there only 1 person working at the return center? This is getting ridiculous!! On top of that, their customer service said they may flag my account and prevent future online purchases if I dispute the charge of the remaining amount that I am missing through my bank. Don't worry, I will NEVER buy anything from this company again! They are blaming me for their discrepancy and horrible customer service!!
  
  
  Business Response /* (4000, 21, 2022/09/17) */
  Case XXXXXXXX
  This issue is currently being sorted with our returns team. We are confirming that all items listed were returned and will continue to be in direct contact with Uyen ****.
  
  
  Consumer Response /* (4200, 23, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Your promised return time frame is 10-14 business days. Its now been 26 business days and I haven't gotten my full refund! How long will this process take? I have given your return center plenty of time!!! You received my return 1 month and 9 days ago!!! If you don't process the return of the remaining items by Friday so I can get my refund, I will call my bank and dispute the charge of $335.91!!!!
  
  
  Business Response /* (4000, 27, 2022/10/06) */
  Uyen **** has been fully refunded as of 9/23/22 and this case has been closed in our system.

• Initial Complaint

  Date:09/03/2022

  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.

  Under Armour is having 40% for 1st responders. Went to the same store I always do and never had an issue before. I purchased about $254 worth of clothing. I got the register and they refused to honor the 40% off and would only give 20%. They said the 40% off is for online only. That is not true, it's for online and in store. I have been to this same store and always got the 40% off when they are having the first responder special. I sent an email to UA w/ a copy of the receipt and I am awaiting a reply. I have attached a copy of my receipt showing how they would take 20% off.

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/07) */
  Mr. Havranek will need to call the store for resolve as we do not have visibility into store transactions or their terms on promotions.
  
  
  Consumer Response /* (3000, 7, 2022/09/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The store refused to honor the promotion. I have attached the receipts for your visabilty
  
  
  Business Response /* (4000, 9, 2022/09/09) */
  
  Stores set their own sales and promotions and are not required to follow E-commerce elevated discounts.
  
  Unfortunately, the stores Mr. Havranek will need to call the store for resolve as we do not have visibility into store transactions or their terms on promotions.

• Initial Complaint

  Date:09/03/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # US-XXXXXXXX
  
  I ordered socks on (8/22/2022) and it supposed to arrive (8/30 - 9/1) and it never delivered,
  
  Amount: $24.06

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/09/09) */
  This order was canceled and Mr.NG was not charged.
  As a one time accommodation I have issued a $10 EGC that can be used for a future purchase. This EGC was sent to *******@yahoo.com

• Initial Complaint

  Date:08/30/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a book bag on 8/23/2022 and chose the shop runner 2day shipping option at checkout. It is 8/29/2022 and it still has not shipped out yet. The tracking info has an estimated delivery date of 9/2/2022. School started today and I can't find another book bag that's not $50 for my son. I used the chat feature earlier to speak with customer service and they told me a replacement would be sent. I did not receive an email so I called. They did not see a replacement order and they told me they would order a replacement. I still do not have an email, I need my son book bag. How are you offering 2 day shipping and it takes 10 days or more?

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Order US-XXXXXXXX was lost in transit. Tracking:US-XXXXXXXX
  An expedited replacement order has been placed.
  Order number:CXXXXXX
  Ms. Smith will receive tracking as soon as the order ships.
  
  Shop Runner Policies: Two-day shipping benefits do not include Retailer processing time; Retailers may have different processing times which may also impact the delivery of the shipment. These Policies do not reflect product availability or the actual shipping date. Neither we nor any Retailer guarantees delivery of products within the estimated transit time or by the estimated delivery date. Note that the Retailer may provide you with additional shipment information at the time of your order (e.g., product stock-outs, back-orders, or other potential delays) https://www.shoprunner.com/tos/our-membership-policies
  
  
  Consumer Response /* (3000, 7, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I spoke with a manager on Monday and he told me I should receive the replacement by Wednesday. It is Thursday and it still has not shipped out. I understand that the shipping date is not guaranteed, however it is going on two weeks when it was supposed the be two days. I never received any notification that my order was delayed and my child still does not have a book bag. The email I received was for an exchange, but please explain what I am exchanging!
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  Order number:CXXXXXX
  Tracking:XXXXXXXXXXXX
  
  This gear was delivered 9/2/22

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a few sports bras about a month ago. I am totally happy with the product. But I keep receiving marketing emails from the company, at least one a day. I have repeatedly unsubscribed from them, yet they still keep sending them. I called their customer service a few weeks ago and the representative I spoke with told me he would unsubscribe me, and then I still receive them. I am done trying to get this done on my own and reaching out to you.
  
  Thank you.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 12, 2022/09/20) */
  Case XXXXXXXX
  Removed Ms. Yocca from email correspondence. This may take up to 10 business days to take effect.

• Initial Complaint

  Date:08/29/2022

  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 sent an exchange request on 7/17/22 for a Curry shirt. I received an email on 7/29/22 stating that due to a system upgrade, they couldn't do the exchange and that I needed to call. I called them on 8/4 and they advised they would send a replacement shirt out that day. I still have not received the shirt or a refund. I have chatted online with them twice, spoken on the phone once and sent an email (that got no response). Every single time, I am told there is nothing they can do, and I just need to wait. They've had my money for this item for over 6 weeks and I still don't have the item. It's been 25 days since the replacement was to be sent and I still don't have it. I chatted today and again, was told there was nothing that could be done except having to wait. This is unacceptable as they took my money but haven't provided the item.

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 9, 2022/09/13) */
  New shirt was sent out to customer 8/30 and delivered 8/31. Tracking XXXXXXXXXXXX. We do apologize for any delay.
  
  
  Consumer Response /* (2000, 11, 2022/09/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The business finally sent the item after the BBB complaint was filed. Had the complaint not been filed, I'm sure the item never would have been received.

• Initial Complaint

  Date:08/27/2022

  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.

  I ordered a pair of boots for my husband on 07/28/22 and received a confirmation email that they were promised by 8/8 with a tracking number. He was starting a new job and needed them by 8/10. By 8/17 I still had no boots and the tracking info said they were never picked up by FedEx from the warehouse. I spoke to "Lynn" who verified they were in stock and supposedly sent out a new pair that afternoon. I got an email with a case number but no tracking info. Today, 8/27, I called again because I still have no boots. I spoke with "Ricky" today who advised that Lynn gave me bad information, as they are out of stock. Rather than a refund, he offered me a 15% off coupon for a future purchase, and no information about when I can expect my order. Why would I ever order from this company again with such poor service?
  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/08/30) */
  A replacement order has been processed for customer on 8/28/2022 the order number is *******. Tracking for this order is ************ and the estimated delivery date is 9/1/2022.

• Initial Complaint

  Date:08/23/2022

  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.

  Ordered 29 pairs of shoes from these guys in the hopes of finding some shoes that would fit me since it appears there is no fit consistency with this or any other brand. Received most of my order with the exception of 8 pairs of shoes. I called UA and told them I wanted to ship the shoes back because they don't fit and also the other pairs didn't show up. The invoices are all messed up and didn't match what was in the boxes the shipping cartons were packed very carelessly and unprofessionally with huge boxes with empty space inside and using more boxes for nothing. No invoices till the one shoe arrived several invoices all in the same box. The desktop site shows the items not delivered but shipped only 21 pairs delivered. The first Agent I spoke to on 8/22 tells me I need to sign an affidavit and a police report even though it's their shipping error. I called back 4 times and told the same thing and never got a supervisor this company is very unprofessional and if it's not resolved correctly, I will be calling amex and disputing the entire order and will donate all the shoes I also want a 200$ gift card for the constant harassment by the agents on the phone. I will not sign any forms for any reason.

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 5, 2022/08/26) */
  If an order over a certain amount goes missing it is company policy for a DNR to be filled out as we also have to fill out paper work on our end to the shipper. This is to protect the customer, shipper, and company. This is our current policy and unfortunately what we have to follow. If the customer does not fill out the DNR we cannot process any refund or replacement of any kind.
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If it's to file the claim with the shipper then let the shipper deal with it..also why blame the shipper unless they missed a box from the shipment which I am not aware because I only received 3 tracking numbers with 10 or 11 half filled boxes when everything could've fit into less shipments . Also I don't appreciate it when someone tells me they need a police report so they can contact their fraud department..why don't companies just take accountability for their screw ups and fix the problem instead of accusing the customer when the rest of the shipment doesn't fit me . Now I'm being harassed like a criminal and have my money held up ..
  
  
  Business Response /* (4000, 9, 2022/09/02) */
  Our current policy for orders that have not been received over a certain amount require us to have a DNR form filled out and a police report. This is our company policy so that we can process a replacement or refund. Until this form has been filled out we cannot accommodate the customer any further.