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:08/08/2022

  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.

  Placed order for some shoes online with Under Armour on 7/12/22 at 957pm CST, expected arrival was 7/19/22 to 7/21/22. After they didn't arrive I used the online chat via their website and spoke with Salimah on 7/22/22 at 1054am CST, I was told they had an issue and the order was returned to them for some reason but they would reship them. On 7/28/22 I called their customer service number and spoke with a clerk and a ********** (Taylor *), she issued me a coupon code for my trouble and assured me they would ship the shoes out expedited service and that I would have a tracking number within 1 business day. On 8/3/22 at 815am CST I called customer service again this time to cancel my order since I hadn't received a tracking number and have lost all hope of getting my order. Order total was for $132.88, again they said I would get a confirmation but would not provide specific details as to when. So far everyone keeps saying they are going through a system upgrade but I don't believe they have the shoes available to ship as now the size is showing out of stock. I have multiple emails should you need them.Case #********Original Order #US-********Replacement Order #*******
  

  Business Response

  Date: 08/26/2022

  Consumer Response /* (2001, 6, 2022/08/10) */
  After another call to customer service I was refunded FINALLY on 8/9/22. This complaint can be closed.

• Initial Complaint

  Date:08/08/2022

  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 on Jul 10, 2022. This order contained sku: ***************, I received a shipping notification and tracking number and the package was delivered on July 13, 2022. Unfortunately the package did not contain the item mentioned above. I contacted customer service and after a long and painful conversation with non native English speakers in what I presume is the Philippines I was told that a replacement would be shipped within a week. Three weeks later on August 2, 2022 I called customer service after emailing several times with 0 response. I then spent another prolonged time period again grinding out details with a non native speaker from the Phillipines who seemed to have little expertise. I was told that the replacement would be shipped immediately.
  
  Here I am again wondering why I was charged for something over a month ago and the customer service experience has been horrible. I have been promised a fix multiple times, yet nothing. What is going on there???
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/15) */
  Customer has been refunded for ***********,
  $33.57
  
  
  Consumer Response /* (3000, 7, 2022/08/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Why is it so hard to send me my item?
  
  
  Business Response /* (4000, 9, 2022/08/19) */
  Gear was unable to undeliverable. Mr. ****** was refunded in full on 8/15/22 and this case was closed and marked resolved.
  
  
  Consumer Response /* (4200, 11, 2022/08/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Very poor customer service.

• Initial Complaint

  Date:08/07/2022

  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.

  Under Armour website clearly states Free Returns and Exchanges.
  I purchased Womens HiRise Leggings, style 1365336, size medium, color navy blue 410, which were on sale for $37.50 and with free shipping. I wanted to exchange the leggings for a size large. My request was denied. Customer service told me that they could not exchange the leggings because their website was not working correctly. They told me that if I wanted a size large, I would need to purchase the leggings separately for $50.00 and return the size medium. They would not honor the promotional pricing or free shipping. This is against the Under Armour clearly stated policy of free returns and exchanges, which is stated at the top of their home page (https://www.underarmour.com/en-us/ ). It is also stated on the packing slip included with my shipment.
  I want Under Armour to honor their policy.
  Additionally, I tried to leave a review on the product regarding this:
  Poor customer service - exchange not allowed - I really like the leggings. I purchased the wrong size, though, and Customer Service will not allow me to exchange the leggings because the computer system is not working correctly and there is no timeline for when it will be. I purchased the leggings on sale. They offered to ship them out to me at full price and shipping charges. They did offer to waive shipping, but I would still pay full price for the leggings. UA website clearly states Free Exchanges. This is not free and against stated store policy.
  
  I received the following regarding my review: Our staff has read your review and values your contribution even though it did not meet all our website guidelines. Thanks for sharing, and we hope to publish next time!
  
  Under Armour is selecting only positive review to post on their website. This is fradulent.
  
  I want Under Armour to honor their stated policy of free exchanges.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/15) */
  Due to system transition, we were unable to process an exchange. Customer has been refunded for original gear, and has been emailed that we will honor sale price and waive shipping - if they would like to reorder.

• Initial Complaint

  Date:08/06/2022

  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.

  I called Under Armour after placing several orders and noticing prices had decreased a few days later on the items. When I called for price adjustments, I was told that due to system issues of them switching over to a new computer system, they cannot do price adjustments on the phone. I was told to mail back all of my items and return them and then repurchase them at the lower price. I had a large order and this would not work as now several items are no longer available.
  
  US-******** Order number was my largest order that they already had to fix once for my healthcare worker discount to go through when their system crashed. Now almost every item is on sale and I would like a price adjustment since it's not my fault that they were having system issues when I placed the first order and then they had to adjust the price for my healthcare discount. I also placed order US-******** and was told their system was transitioning over to a new system and they cannot offer a price adjustment. They told me on the phone to return everything and reorder.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 10, 2022/08/11) */
  For both orders US-******** and US-********, a 40% discount was already applied. Our price adjustment is as follows:
  
  Under Armour will honor a one-time price adjustment on gear originally purchased at full-price on UA.com within 10 business days of the purchase date. Items purchased from the UA.com Outlet are ineligible for any price adjustments.
  
  https://help.underarmour.com/s/article/Price-Adjustment-Policy
  
  These orders are ineligible for price adjustments as they have already been discounted.

• Initial Complaint

  Date:08/04/2022

  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 shoes from Under Armour (U.A). They sent the wrong ones, returned them. This happened 3 times until I called customer service. They offered a credit since they could not get it right to ship the correct color and size shoe. I asked instead of a credit could you check to see if the ones I wanted were in stock and to forget the credit, I still wanted the shoes. The rep confirmed they had them and would ship them instead of issuing a credit. I then received yet the 4th incorrect pair of shoes and called them again stating at this point I'd like a refund. They stated they issued a credit to my acct ending in 8450 (my personal bank account) the day I called in and sent me some phony invoice (attached). However, I have proof from my bank UA credit was never "posted" to my account. I can prove all the transactions between myself, my bank account and U.A. I can search well over a years worth of history and not one was ever a credit (attached) I emailed UA telling them the credit never hit my account and was willing to send them proof on bank letterhead paper-stating such credit came through. They attached the same phony invoice showing a credit. I then asked "why would UA issue me a "credit" in May and then ship me a New pair of shoes in June?" So they are giving away free money and shoes? DOUBTFUL. They took my money and all 4 pairs of incorrect shoes they sent me. Not only am I out of a pair of sneakers (that I need/ed) and my $70 from U.A. and at this point its the principal of the matter. The fact they aren't owning up to their "oversight-mistake" of not issuing a credit where a credit is due. I can provide emails, correspondence and their mock up "invoice" of a credit. I can also produce proof from my credit union that U.A. has Never issued me a credit in any amount, at any time. I would like U.A. to issue me a credit in the amount of the $70 for the shoes, they got right and that I never got to own.
  Thank you for your time in this matter.
  Cheers,
  Annie

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Sometimes communications in our contact center get crossed, the customer is correct we did issue a credit on 5/17 and then also a replacement order on 5/17 but it did not ship out until 5/24. It perhaps was not documented which is why both went out. Because it was our fault, we are happy for a customer to keep both. We have attached the credit memo for the $53.64 back to the visa ending in 8450 that fully processed in our system on 5/18 but could take 3-5 business days to show in someone's account.
  
  
  Consumer Response /* (3000, 7, 2022/08/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have proofed no credit POSTED to my account, they may have sent a credit over to be posted but it dropped off and never hit my account. I can prove this on my banks end, on letterhead if need be. The only part they are correct on is that they shipped me the 4th pair of shoes - yet these were sent back as they were the 4th wrong pair sent to me. So, I never got a credit as the rep shipped out shoes instead. I again, can prove NO credit "posted" to my account from Under Armour, ever.
  
  
  Business Response /* (1000, 11, 2022/08/17) */
  ***Document Attached***
  We have confirmed on our end on that a refund was processed and cleared back to a visa ending in 8450. This cleared our system on 5/17/2022 it can take up to 3-5 business days for it to show up depending on your bank. We have attached an invoice. We cannot refund any further as our system shows this has cleared.
  
  
  Consumer Response /* (3000, 13, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have bank statements proving no credit ever came through to account. I can get this on my bank's letterhead, if needed, proving no credit was POSTED to my account. It may have been sent over to my account, however it fell off after so many days and never Poster (hit) my account. Therefore, they may have "sent" a credit to my card however, it never POSTED. Where can they prove the funds were WITHDRAWN from Their account?
  
  
  Business Response /* (4000, 17, 2022/09/02) */
  Customer has in fact been refunded as we have sent our refund invoice via email and via BBB, we have no additional funds to send to customer. We are very sorry that customer does not see this as proof, but this is in fact a refund. It does appear that we sent a replacement and a refund and sometimes mistakes do happen, but it does not change that a refund was sent, and we have sent an invoice proving the refund.
  
  
  Consumer Response /* (4200, 19, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  What all does BBB need to PROOVE they did NOT credit my account? I am tired of the response "we sent a refund". They can see a credit was SENT to my account but NEVER POSTED. What do you need from my bank to Prove this? I have provided a month's statement as well as screen shots, searching for Debits and Credits from U.A. and all that POSTED were Debits. This is getting ridiculous. I have uploaded all the documents I have, what else do I need to Prove this supposed credit never POSTED to my account?
  
  
  Business Response /* (4000, 21, 2022/09/09) */
  We have provided all necessary documentation that Ms. Larsen has been refunded. these invoices should be provided to the bank if there is a discrepancy. The visa ending in 8450 was fully processed in our system on 5/18 but can take 3-5 business days to post to the account.
  
  
  Consumer Response /* (4200, 23, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Just because an invoice with an amount was submitted does Not mean it fully "POSTED" after "PENDING". It dropped off my account and never processed/Posted. BB, I can prove this with my bank. What is it that you need proof of? I have sent bank records showing any and all debits and credit to UA and only debits were POSTED to my account. I do not want to continue back and forth as it is clearly going nowhere. This company has gone above and beyond to prove they are not customer service oriented whatsoever. I will never purchase from UA again and will be sure to share my experience with others.

• Initial Complaint

  Date:08/04/2022

  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.

  Please purge all records pertaining to the credit card ending in **** & Issue a return label for order placed on 2022-7-27 (US-XXXXXXXX).

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/08) */
  Resent return labels for order US-XXXXXXXX, not sure what customer means about purging records for credit card. But have reached out for clarification.

• Initial Complaint

  Date:08/03/2022

  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 been trying to unsubscribe from Under Armours marking emails since April. I've used their web interface and contacted customer support both of which have not unsubscribed me from their marketing emails. Sorry for the trivial case, but I'd like to be removed from their communications. Attached is communications to their support group, and attempts to reply to the automated emailer with and UNSUBSCRIBE message (in the subject line) in April and June. I used their unsubscribe link starting in April before the message to their email bot. Thank you. Mike

  Business Response

  Date: 10/24/2022

  Business Response /* (1000, 9, 2022/08/24) */
  Hi ****,
  
  Please note that we have unsubscribed this email address from communications.
  
  For your awareness, if you selected to sign into the application with "Apple ID," Apple creates a random "email relay" that may forward emails to your account. Unfortunately, we are unable to prevent Apple from creating a relay that auto-forwards messages to your email. If you continue to receive emails, please forward them with the header included so that we can unsubscribe any Apple relay email address.
  
  Have a wonderful day!
  
  
  Consumer Response /* (3000, 11, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Ironically the day that I received the response that the email address has been removed I received another marketing email from them. I forwarded the header information to UA for additional assistance. I did not hear back from UA about the forwarded email. I did not sign up with an apple ID so their response is not valid.
  
  
  Business Response /* (4000, 15, 2022/09/09) */
  Sincerest apoligies that this has been such a headache. This has been escalated to a supervisor and Mr. ****** has been removed from our email list.
  
  
  Consumer Response /* (2000, 17, 2022/09/09) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Many thanks to BBB & Under Armour for your help with this resolution.

• Initial Complaint

  Date:08/02/2022

  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 some shoes from Underarmour that arrived with broken shoelaces, so I called to request an exchange. They said they'd send a shipping label to return the shoes, and once they receive the shoes back they'll send the new shoes. But they never sent a return shipping label. I then realized the shoes were also too small so I tried to cancel the exchange and just return the shoes. After 6 different phone calls I still don't have a return shipping label (they advertise free returns). So I can't return the shoes. Now they still managed to send the new exchange shoes and charged me for the new order without my consent. The company must provide a return label so I can return both pairs shoes and issue a refund for both.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 7, 2022/08/11) */
  We have resent labels for shoes but after checking on order the customer has been refunded $130.29 for the shoes for the inconvenience already on 7/30. Invoice #********************* The customer is welcome to send back the shoes but as stated they have already been refunded. case number ********

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair 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 a pair of UA Assist polarized sunglasses that were purchased on 1/11/2021 with warranty as per the item description, "UA Eyewear is protected for life against manufacturer defects." I have spent hours and days calling, emailing and calling to file a warranty claim as the screw less camlock hinges have failed. I have provided pictures, my receipt, everything. They could transfer me to Safilo (who handles their warranties) and the call is dumped. I have emailed Safilo. Emailed UA again. Etc. In the past, Eye King handled the warranty claims and did so seamlessly. That was the reason I continued to purchase UA sunglasses was due to the ease and confidence I had in their products and warranty claim process based on experience. Now, I am being told by UA that they cannot help me, yet they sold me a product that comes with a manufacturer lifetime warranty. How can you sell a product with a warranty only to not honor it?

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 14, 2022/09/16) */
  Customer was called back and emailed on July 26th by agent giving customer a case number to refer to when they called or emailed back in to get this issue solved. After a week of no contact back this case was closed out as we cannot keep cases open forever. The case number was XXXXXXXX and the agent informed the customer to pick out a pair of sunglasses that were similar priced to ones that they purchased based off their receipt which was $70.20.
  
  
  Consumer Response /* (2000, 16, 2022/09/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  While I was finally able to resolve this a week ago, I disagree with the interpretation from Under Armour which took 6 weeks to respond to this BBB complaint. My open cases did not go stale as I was told by a rep. that a "Senior Manager" would review my case and get back to me when they back from vacation/being out. Simple solution; don't tell a customer to wait and then close a ticket for waiting. This took several cases to get any traction and this response is at surface level. I was FINALLY able to get a resolution after calling back AFTER filing this complaint - which again, took weeks for UA to even respond.
  
  Be better.

• Initial Complaint

  Date:07/31/2022

  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.

  This company has given my nothing but problems. They assured me my refund had been issued for a product in order us-********that I sent back and said it was issued on July 20th. They promised it would take no more than 5 business days to get my money back and this never happened. I have called and live chatted 7 times and they disconnect me. I have also requested 2 return labels from them for different items, they send me a blank email and tell me they are going through a "system update. In that same order mentioned above, I want to return the headphones (which originally they never sent, but did send a replacement and now I learn it's defective). In order us-********, I was to return the iridescent jacket but can't because they refuse to send me a label. I will never do business with them again and someone should know how fraudulent they are. Nobody will help me there and nobody cares.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Unfortunately customer is having issues with returns during our system refresh. Resent return labels for items requested to customer on 8/5. Customers seem have better luck opening labels on PC/MAC verses on phone or IPAD.