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:07/28/2022

  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 June 6, 2022 I mailed back my item to Under Armour. It was an exchange item that was returned due to size. The order number is US-*************-EX. On July 8, 2022, I finally received a refund for a random amount of $5.62, but my order amount was $32.20. I have called Under Armour customer service more than 5 times (I've lost count) and I have spent hours on the phone and on hold. Every agent I speak with says that can see the error in my refund amount and will transfer it to a supervisor to be corrected. We are two months in, and that has yet to happen. I would like to be refunded for the remaining order amount.
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/01) */
  Exchanges come back to us and process for less than full amount because they are a promo order. Customer has been refunded in full as of 8/1/2022 and sent email confirming. $32.20 back to Visa.

• Initial Complaint

  Date:07/27/2022

  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.

  On July 4, 2022, I placed order US-******** for 4 pairs of shoes. All were shown as slip-on style shoes with 3 of them including a lace design that gave them the look of a traditional tied shoe with the convenience of being a slip-on. Unfortunately the shoes I received were not the slip-on style I was expecting but rather the traditional tied lace. This complaint is in regards to models 3024277-401-12, 3022466-107-12, and 3022466-002-12. On July 8th, I contacted customer service (Case ******** ( ref:_**********._***********:ref )) and was advised to take a picture of the shoe showing the laces were traditional tied instead of the closed loop shoes string style. I received a response on July 13th advising replacement shoes would not be sent as the shoe lace design matches that of which is online. I responded back with the picture I originally provided as well as the pictures from online proving they lace style was not the same. I have not received any addition follow up and the photos online are still active.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 7, 2022/08/05) */
  ***Document Attached***
  Some of our shoes are show as a digital rendering as to show the full aspect of the shoe, the tie part of the laces are not shown. However in the "Specs" part the description of the shoes there usually is a descriptive part telling exactly what kind of laces are in the shoes. We apologize for any misleading or miscommunication over these shoes. We have enclosed a picture.

• Initial Complaint

  Date:07/27/2022

  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 6/20/2022 I purchased shoes from the Under Armour outlet In Rehoboth Delaware and the first time I wore them the sole fell off. I contacted Under Armour and was told to send a picture of the shoe and receipt, I was told the shoes would be replaced under a warranty replacement and mailed to me. The store is not close which is why I didn't return to the store. I have contacted Under Armour many times and I am always told to wait longer or that they need the pictures again. The company is not correcting the problem and not telling me when if ever the replacement will be sent.
  

  Business Response

  Date: 09/15/2022

  Consumer Response /* (3000, 9, 2022/08/24) */
  ***Document Attached***
  I emailed the company at the beginning of the month and was offered an e gift card for the purchase price and then never received it or any other communication from them even after several emails asking when I would receive it.
  
  
  Consumer Response /* (2000, 13, 2022/08/30) */
  ***Document Attached***
  Although this took a ridiculously long time and I will never shop Under Armour again they have finally sent me an e gift card to resolve this matter. Thank you for your help! You may kindly close your file.

• Initial Complaint

  Date:07/26/2022

  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 ordered 2 pairs of UA shoes on 7/23/22 (see attached screen shot of order confirmation email). The order number is US-*******. Both pairs arrived on 7/26 (shipped separately - see attached photo of both shipping invoices). I tried on both shoes and they felt very uncomfortable and stiff. I decided to return both and logged into the underarmour.com website to initiate a return and obtain a return shipping label. Unfortunately every time I attempted, it resulted in an error (see attached screen shot of error).
  
  I called the UA customer service phone at 1-888-727-6687 and spoke with a customer representative, who tried but told me she was unable to get a return shipping label for the shoes.
  
  I want to return both pairs of shoes and receive an a refund of $58.68 (total purchase price for both pairs of shoes). Thank you.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/28) */
  A request has been submitted to resend return label to **********@hotmail.com Return order number: ******* Please allow 24 hours for label to arrive. Please also check your spam folder.
  
  Case:********

• Initial Complaint

  Date:07/20/2022

  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.

  I ordered (among other things) a pair of golf pants. Unbeknowst to me, I discovered after removing tags and doing laundry, that a security tag was attached to the cuff of the pants. Unfortunately, washing that tag damaged 3 shirts that were also in the laundry.
  
  When I called customer service, they indicated that they could not refund the charge or do anything but that I had to drive to a store and have the security tag removed. They also indicated their system was down and would be for the next few weeks so they could not do an exchange or ship a return box. And they indicated that it was my fault for washing the tag (that I did not see when I opened and removed the labels - because I don't look at the cuffs of pants I order online) so they would not take any responsibility for the damage caused.
  
  I told them I would simply report the charged to my credit card company and they told me that I would forever be banned from order from Under Armour. I think its safe to say that I'll never order from them again with this customer service.
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/07/22) */
  Customer is in contact w a supervisor on addressing these issues and was issued a full refund for the golf pants on 7/20. Photos have been requested for additional damaged gear, refunds will be made accordingly upon review of photos.
  
  
  Consumer Response /* (3000, 7, 2022/07/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have tried repeatedly to send the photos but their email system will not accept. I sent an email with that response and they have not responded.
  
  
  Business Response /* (4000, 9, 2022/07/28) */
  Customer is receiving a 40% refund for damaged gear. Refunds take 3-5 business days to reflect on original form of payment.
  
  Case #:********
  
  
  Consumer Response /* (2000, 11, 2022/07/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The response is acceptable as long as the refunds are recieved.

• Initial Complaint

  Date:07/19/2022

  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.

  On June 8 I placed an order on Under Armour on their website. A day or 2 later, I received an email sayingion that my order had been shipped. I waited 24 hours, and then checked tracking. Everytime I checked the tracking, it said that the package was "awaiting pickup" and that the information would be updated at that time.
  On June 27, I called the customer service fro Under Armour and spoke to an associate. The woman said she could "see on her end that it is still showing as waiting to be picked up, and that since it had been so long, she would go ahead and reprocess the order." I thank the woman for her help. I then got an email that said my reprossessed order had been received and was processing. I waited for my shipping email........
  
  By July 5th, I had still not received the shipping update OR the order. On July 9, I once again called the customer service number and spoke with an associate. This associate told me "I see the order wasn't shipped because we no longer have that in stock." I had never received an email or a phone call to tell me that the item I had paid for was now unavble to be sent. I asked the Associate to please process me a refund. She agreed. SHe said the money would be refunded within 3 to 5 business days. I have yet to receive a refund. I am very disappointed with this experience with Under Armour.
  
  The Case # I was given by the associate is : ********
  
  thank you
  

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 10, 2022/07/25) */
  Customer has been refunded $31.22 through our system and via paypal on June 9th. If they are not seeing it on their end they need to reach out to paypal as we have no additional money to refund to customer. Advise customer to reach out to paypal.

• Initial Complaint

  Date:07/18/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 items on 7/8/22 and only one shipped. For reference, order number US********. On 7/16/22 I received an email stating the other item was canceled due to it being out of stock. There is a pending transaction for the amount of $35.77 on my ***** card since 7/11/22, that is for the item that was canceled on the 16th. There is a completed transaction for $26.19 from 7/8/22 for the item that did ship. Order total was $61.96.
  
  I called customer service multiple times and they give me the runaround, denying the charge. This is unacceptable that they are taking my money and running with it.

  Business Response

  Date: 08/24/2022

  Consumer Response /* (2000, 6, 2022/07/20) */
  Refund received. Please close case.

• Initial Complaint

  Date:07/17/2022

  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.

  Dear BBB,
  
  I ordered product via Under Armour dot com, my order number is US-********, order value is $314.79.
  
  This order was lost by the Under Armour carrier two weeks ago, and in spite of many discussions with the UA customer service team over two weeks now, I am unable to get help via a credit or replacement credit.
  
  The order tracking with the UA system clearly documents the lost order and can be verified via:
  
  LaserShip Tracking: ****************
  
  I have have asked UA customer service for simply a credit back to my credit card or replacement product. The customer service agrees with me, but blames lack of response on policies and procedures at UA.
  
  Regards,
  
  **** **********
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/07/22) */
  Customer has been notified that as soon as our system wide update is complete, we will be processing a full replacement for his gear that has unfortunately been lost in transit. New gear will be expedited.
  
  
  Consumer Response /* (3000, 7, 2022/07/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  1. Under Armour has never proactively communicated any order resolution date to me. I have to call multiple times per week to ensure the status is correct in their system as Under Armour tells me that if they do not hear back from me, they will consider the matter resolved. I have found on almost every call, that the process restarts and they gather the same information from me. So the burden is on the customer for follow-up.
  
  
  2. I called Under Armour again on July 23, 2022 and was advised that they do not know when my order will be entered for replacement, and they remain unsure about a delivery date as well. One month has already passed, and this may extend until September 2022, October 2022 or later which is confusing to me regarding simply shipping my order.
  
  
  3. I am not satisfied regarding the Under Armour response until I have specific date for resolution. Under Armour continues to be vague and noncommittal to resolve their June 2022 order problem, always referring to system issues that continue for multiple weeks.
  
  4. I again ask for a commitment date for resolution from Under Armour.
  
  
  Business Response /* (4000, 9, 2022/07/28) */
  
  System wide update is still in progress, customer will be updated as soon as a replacement or refund is processed.
  
  
  Consumer Response /* (4200, 11, 2022/07/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  1. I called Under Armour again on July 28, 2022 and was advised that they do not know when my order will be entered for replacement, and they remain unsure about a delivery date as well. One month has already passed, and this may extend until September 2022, October 2022 or later which is confusing to me. Under Armour advised that they agree that my order was never delivered to me, and that yes they owe me the merchandise or a credit, but nothing can be done at this time due to one month of ongoing confusion within the company.
  
  
  2. I am not satisfied to the Under Armour response without a specific time period for resolution. Under Armour continues to be very vague and very noncommittal to resolve their June 2022 order problem. It is clear that resolving their error is not a priority for them, I again ask for a specific commitment date for resolution from Under Armour.
  
  
  Business Response /* (4000, 13, 2022/07/30) */
  Order did not migrate over from old system Unfortunately. Order has been canceled and Mr. Bloomfield will not be charged. The pre-authorization charge will drop in 3-5 business days depending on financial institution. Promo code for future use has been emailed.
  
  
  Consumer Response /* (4200, 15, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not satisfied with the Under Armour response, it is in no way a possible solution given the facts of transaction. There continues to be total confusion within Under Armour regarding my order, and I request that future responses to BBB please be escalated to a manager employed by Under Armour for response.
  
  
  The facts are my order US-******** was placed in June 2022 with payment made via American Express. My American Express card was fully charged for the order back in June 2022 by Under Armour and I have already settled my full charge with American Express approximately one month ago. The facts are all there in the Under Armour system.
  
  I have yet to receive my order from Under Armour and I am out of pocket the $314.80 paid to American Express one month ago.
  
  The most recent Under Armour response regarding releasing a pre-authorization charge against my American Express card is completely and totally impossible, as I have already been fully charged by Under Armour and I have made payment more than one month ago. I am shocked by the confusion at Under Armour, simply said they have my money and I do not have the products I ordered.
  
  I want to acknowledge that without the BBB, it would be impossible to communicate these basic facts to Under Armour, due to the level of confusion within the Under Armour organization. A discount code for future purchases is not compensation for the $314.80 paid to Under Armour without any receipt of merchandise.
  
  
  Business Response /* (4000, 19, 2022/08/19) */
  Mr. ********** was refunded in full on 8/5/22 and this case was closed and marked resolved.