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:08/22/2022

  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 bought a pair of under armor sunglasses for 135 dollars with tax. In October of last year in Clearwater, FL. After roughly 5 months the lenses started to bubble. I took several photos of the issue and sent them to customer service. They asked me where I bought the glasses I showed them where as well as provided a credit card statement of when and where I bought them as well as the price. I asked for a new pair to replace the faulty ones. They told me they would need to get approval from their supervisor and would get back to me. They have not done anything in two weeks. I would like my new sunglasses at the same price or slightly more expensive for my trouble. Shipped for free
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Sent replacement pair of sunglasses. Replacement order number ******* customer was sent email informing.
  
  
  Consumer Response /* (2000, 7, 2022/08/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  As long as I receive the glasses I am a very satisfied with the recourse of this dispute

• Initial Complaint

  Date:08/22/2022

  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 a pair of shoe but placed the wrong size so I returned it back to Under Armour. It was delivered at the warehouse on 15th July. After 3 weeks and 3-4 customer chat service later, I was then notified that my exchange was never processed due to "technology upgrade". When I called, they dropped the call for no reason. Now I received 2 emails stating I will receive the refund and my exchange/replacement will be processing. It's confusing and I don't know which one is going to happen (so far, no news about the refund after 2 weeks and no news about a tracking number). It's just a pair of shoe and this is in the summer where you can't give weather as the cause of the delay. I just got off of a chat with customer service and they said they are not yet skilled in Canada return order? This is a Canadian website! It's been more than a month and still no shoe. I just want my shoe that I paid for, and if that's too much to ask then give me my money back. I have the transcripts and emails save just in case.
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/26) */
  Customers refund was processed in the amount of $126.47 CAD could take up to 3-5 business days to see on account depending on bank.
  
  
  Consumer Response /* (2000, 7, 2022/08/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They refunded me the correct amount and chose not to return or exchange the item.

• Initial Complaint

  Date:08/21/2022

  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.

  I waited a while to post this however no more waiting after all of the calls ive made
  After another grueling/leading to nowhere 45 minute phone call (where easily I was on hold for 35 minutes) of the call, and a supervisor would not get on the line even though he said "she was available", ive had it.
  
  I placed on order on 7/26 for 9 under armour shirts. I got 3 partial order shipping emails, leading to on 8/21 me missing 3 shirts from the order. This was my first contact to customer service on 8/1, over an hour long , on hold, woman was so hard to understand but acknowledged that the shirts weren't shipped and at the end of having to repeat myself 5 times, they would be shipped to me.
  
  Its now August 21st, no shirts, no refund, no follow up to my case like the email said, nothing !
  
  Thank you for contacting Under Armour Customer Support.
  
  We have submitted your replacement request. You will be updated via email once this request has been reviewed and processed.
  
  Still have questions or concerns? You can reach a Teammate by phone at 1.888.727.****. Be sure to reference Case Number ******** upon call back.
  
  Thank you for choosing Under Armour.
  
  ref:_***********************:ref
  
  He said there was a system error ? Okay well the shirts were available to order and at the sale price. Id like replacements for my shirts at the honored sale price , id like my shirts ASAP! This is ridiculous
  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 9, 2022/09/02) */
  The shirts the customer is referring to on their order were canceled due to out of stock. We currently cannot reorder due to the fact that if we do they will get the same message again about holds on the items. Sent the customer promo code for future orders when items do come in stock.

• Initial Complaint

  Date:08/20/2022

  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.

  Purchased shoes at an UA outlet 3 hours from where we live, employee ultimately gave us 2 different size shoes that we saw when we got home. Shoes were sent back to UA and received by them on August 4th and refund was processed on August 6th. Still have NOT received the refund. Representative stopped responding to emails on August 12th. Any time I call, it's always "system issues" they have no time frame of when refund will be received and they were supposed to make an exemption on the shoes online to get them at the same price. Which then now leads to potentially the shoes being out of stock. This has been going on for 2 weeks+ now with no resolution from UA. The solution I was given today was to just buy them off the website and they would cover the shipping. For shoes that were already paid for but the UA store messed up

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 10, 2022/09/02) */
  We are happy to send the customer a refund to via electronic gift card. We emailed the customer to get a correct amount from a receipt. Once we receive that information we can get the gift card to them via email ASAP. We are very sorry for the inconvenience that happened at our store.
  
  
  Consumer Response /* (4200, 12, 2022/09/02) */
  Under Armor has not reached out to me and it's been a month now and still have not received my refund from returned item
  
  
  Consumer Response /* (3000, 15, 2022/09/06) */
  No email has been received from UA as they stated. Shoes were received back to them in August 4th with all necessary information. Called customer service again Friday September 2nd and still no word on my refund that was processed on August 6th by UA
  
  
  Business Response /* (4000, 17, 2022/09/09) */
  An email was sent on 9/2/22 requesting a receipt for the shoes that were returned. This email was sent to ********@gmail.com Proof is attached.
  
  Ms. ****** is currently in contact with one of our supervisors that is assisting.
  
  
  Consumer Response /* (2000, 19, 2022/09/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  First off, the email address they sent it too is not mine. Mine is admXXXXX not abmXXXXX, that is why I never received anything.
  Bit next and now most importantly, I was finally able to talk to someone at UA that was a huge help and actually resolved this situation to my satisfaction. No more headaches and phone calls ending in more frustration for over a month now. Brian was fantastic, happy with the resolution we reached and such a weight and stress lifted!. Thank you!

• Initial Complaint

  Date:08/20/2022

  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.

  In July I placed an order. The next day there was a major active duty military discount. I called for a price adjustment and it was welcomed for my service. Nothing happened. Called, emailed, on hold, nothing happened. I have some items that did not fit but I cannot do those returns until the price adjustment is fixed. Now my return window is about to close and not only have I overpaid, but now I am about to be stuck with merchandise that doesn't fit.
  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/08/26) */
  After searching for customers order via email and name we are able to find it. If they customer can provide the order number we are happy to send them a new promo code for a future order. As far as the current order they are welcome to return the current gear as they will get their current paid for price as a refund and will not affect their current pricing.

• Initial Complaint

  Date:08/20/2022

  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 returned a pair of shoes that I ordered from underarmour.com. Under Armour received the shoes back on 26 July and refused any customer service help until their full 15 BUSINESS day policy to process a refund was up. Having the returned shoes for 3 full weeks and my money for over a month is excessive so I disputed the charge to my credit card for not receiving the refund after I returned the shoes. Now their response is that they will not issue a refund because I disputed the charge to my credit card. So, they are keeping the shoes and my money and letting my credit card company take the fall. That is not how business is supposed to work. I am no professor of law, but I can't imagine this is legal. It is definitely not good for business. They have lost mine. Now, I want my full refund of $63.58 for order number US-XXXXXXXX originally placed on July 10, 2022, and returned back to Under Armour on 26 July 2022. I will not settle for anything less. All documentation is available upon request including the original order emails, return tracking numbers and direct communication with Under Armour. If they refuse to refund this return, I'll air out their dirty laundry publicly.

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 9, 2022/09/06) */
  ***Document Attached***
  As stated by a previous supervisor - when a customer disputes a charge it holds the funds from us. We do not have access to the funds, in order to push the refund. When Mr. Banks drops the dispute, I will happily process the refund.

• Initial Complaint

  Date:08/19/2022

  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 on phone on 8/7 and it was "in progress" on 8/8. Usually, it's shipped out fast. It took more than the maximum days they said and still hasn't shipped out and it's 8/19. I've tried chat twice. I've sent them emails and got no response. I called and got someone saying they had to "release" my order and that should fix it. They won't let me cancel it since it's "in progress." But they won't send it either. I need them to cancel my order.

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/08/28) */
  Order has been canceled and customers pre-authorization will drop in the next 3-5 business days.
  
  
  Consumer Response /* (3000, 7, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Received an email saying only the shorts were cancelled on the order, nothing about the socks. I checked my account and that order is still listed as in progress with both items on it. But a different order from many months ago no longer shows on my account. So it appears that they deleted the wrong order. I contacted the company to ask but have not received a reply. I wanted both items cancelled. I also don't understand why my completed order from several months ago is now not showing. I also warted the company to contact me and apologize for their terrible customer service as I spent hours on this through email, chat, and calls before I filed the BBB complaint. This item was for teen with medical issues and UA shorts are the only ones that fit with their medical issues so this is a much bigger deal than the normal situation too. If they had told me they couldn't complete the order earlier, I could have tried going to the store. But they just kept telling me to wait and refused to cancel it before.
  
  
  Business Response /* (4000, 9, 2022/09/01) */
  Order CXXXXXX was canceled and Ms. Kohlbacher's pre-authorization should have already dropped.
  
  
  Consumer Response /* (4200, 11, 2022/09/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  My card was not charged that I can see. But they did a weird thing where they cancelled part of this order and completely removed an older order from the website. I can no longer see an order I placed a while several months ago on my account. In addition, I recently received socks from the order that I wanted cancelled. And they said here they had cancelled. But my email said only the shorts were cancelled. In addition, I'd like to be contacted directly from the company about the customer service issues so they can realize what an awful process this has been.
  
  
  Business Response /* (4000, 13, 2022/09/09) */
  Sincerest apologies for the misinformation in the email. We recently updated our system and there have been a few kinks to work out. As this is our mistake, we are more than happy for Ms. Kohlbacher to keep the socks. We have not removed orders from accounts, I'm happy to look up this order and send Ms. Kohlbacher proof/information on her past order if an order number is provided.
  
  
  Consumer Response /* (4200, 15, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have attached proof that my old order is not showing. It's the backpack that disappeared from my account. It's like someone cancelled the backpack but not the rest initially.
  
  Also, the customer service issues dealing with trying to get the shorts was terrible and no one has apologized for that. Or said how they won't make it happen again. They kept telling me to wait when I asked. Those are the only shorts that fit my teen with a feeding tube due to medical reasons. And they needed those specific shorts for an athletic event so they should have let me know they were unable to deliver them on time. Or at least looked into it at the time instead of just telling me in progress made to wait and they would still come.
  
  
  Business Response /* (4000, 17, 2022/09/17) */
  Unfortunately our system upgrades caused a lot of confusion, please accept my sincerest apologies for the issues with this order. I have placed an order for the shorts that were originally ordered - in black, and in navy, size YLG. You will receive tracking on this shipment soon. Your order number is CXXXXXX, case number XXXXXXXX.

• Initial Complaint

  Date:08/17/2022

  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 7/31/2022, I ordered 3 items from Under Armour, Inc. on order #US-XXXXXXXX. I needed to return 2 of the items #XXXXXXX and #XXXXXXX because the shoes did not fit and I did not like the thin quality of the socks. I kept 1 item. After many attempts to get a return label online and through chat(the website stated there were technical difficulties due to a recent upgrade), I reached out to customer service by phone and she took the 2 items numbers and generated a return label which was e-mailed to me. I packaged the items together in the same mailer bag that I received them and took to FEDEX as instructed by Under Armour. I have a drop off receipt dated 8/5/2022 with a tracking #XXXXXXXXXXXX and a Proof of Deliver to Under Armour dated 8/8/2022. To date, I have only received credit for the socks item #XXXXXXX. I have reached out to Under Armour on separate occasions since then and still have not been credited for the shoes item #XXXXXXX. My latest conversation for which I asked to speak to a supervisor was 8/12/2022 at 8AM with Walter reference number XXXXXXXX ended with Walter saying that I never returned the shoes, but the warehouse would be searched at his request. I have had no correspondence since. My FEDEX return label shows that the weight for my package was 2.4lbs/1.09kg which would correspond to having the shoes in the return packaging.

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 8, 2022/08/31) */
  ***Document Attached***
  Our records indicate that Ms. ******* was sent an exchange for these shoes with a confirmation photo of delivery.
  Exchange order number:SXXXXXX
  Tracking:1LSCXLFUXXXXXXXXX
  Date delivered:8/3/22
  
  
  Consumer Response /* (3000, 10, 2022/09/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I placed one order from Under Armour with NO EXCHANGE. The document that they sent in response to my claim where UA states I received an exchange is the EXACT TRACKING NUMBER and DELIVERY DATE of the original order and only order I placed. THERE HAS NEVER BEEN AN EXCHANGE REQUEST OR AN EXCHANGE RECEIVED.
  
  I initiated a return request for that one and only order and followed all directions as intructed by UA.
  
  I will give the timeline again so that UA can compare with the records. Additionally, I will resend all of my documentation.
  
  7/31/2022 Order placed(see documentation)
  8/3/2022 Order delivered
  8/4/2022 Return requested and return label received(see documentation)
  8/5/2022 FedEX drop off completed (see documentation)
  8/8/2022 Under Armour received returned order(see documentation)
  8/9/2022 Received credit from UA for $63.64
  8/9/2022 UA reversed the credit and recharged me $63.64 for the item I returned and they received
  8/12/2022 Called UA at 8AM EST. Spoke with Supervisor Walter-said the shoes are lost in the warehouse and credit will not be issued until they are found Case #02310732(see documentation)
  8/17/2022 contacted BBB after NO response from UA
  
  The documentation shows that UA received the shoes and I am still requesting that they refund my money for the returned shoes. Yes, I will consider the arbitration process depending on the response from UA.
  
  
  Business Response /* (4000, 12, 2022/09/07) */
  Ms. ******* has been refunded $63.64 for return of exchanged gear.
  
  
  Consumer Response /* (2000, 14, 2022/09/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/17/2022

  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.

  On July, 30, 2022 we had two "UAContain Duo MD duffle bags shipped to us...they were too small. We immediately returned them via shipping Fed ex. They received our order back on August 9, 2022. They only refunded us for 1 bag instead of 2. We have tried every avenue of contacting them and never received our return money. We called, emailed and chatted online. You can't reach anyone for hours! Waste of time...Our order number: ********. The reference number to the conversion was ******** with Angela. We still have not received our return money for the other 1/2 of order. I want this refunded immediately and rectified now!!!
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/22) */
  Customer has now been refunded for the full amount of the order return -******* $51.36 and *******- $51.36. We apologize for the the delay. The full amount for the original order was $102.72 which adds up from both amounts.

• Initial Complaint

  Date:08/17/2022

  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 order a hat that shipped on the 13th they lost it and refuse to send me a new one. They have stolen from me. I want a new hat sent and I want a full refund
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/24) */
  Customer was refunded on 8/18 for the price of his gear that was lost in transit. Processed 1 time replacement accommodation for gear that has also been fully refunded.
  
  Original Order Number: US-********
  Refund Order Number:*******
  Replacement order Number: *******
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I still require an apology from******* * for being rude and condescending.