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:08/12/2024

  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 purchases the boots on 3/22/2024. It is not 8/12/2024. The boots are coming apart at the seems due to a manufacture defect with the glue. The company says they only honor their stuff 60 days. The boots costed 98.89. The under armor company should honor their product due to a defect in their part. I am requesting an exchange or refund. I have contacted the company and they say it does not qualify due to being out of warranty.

  Customer Answer

  Date: 08/13/2024

  The company refunded the amount of the original cost on a gift card.please close this complaint. Thank you 

• Initial Complaint

  Date:08/08/2024

  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.

  Hello, in November of 2023 I returned 2 shorts due to sizing issues, order# US-********, rma# s4051453 with ***** tracking ************, however I never got my refund.

  Business Response

  Date: 08/14/2024

  Hello *******, 

  We apologize for any inconvenience that you may have experienced with your return order number S4051453. According to the provided ***** tracking number 785526795711 we are unable to confirm your return order status as no record of this tracking number can be found at this time. Do you happen to have a picture of your drop off receipt so that we may able to further assist you? 

  Thank you for choosing Under Armour, 

  ****** ***** Burlong-*****

  Senior CSR, Customer Service
  ****************
  ************************;

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22109720
  
  I am rejecting this response because: i feel like you guys should be able to see the return history. 

  Sincerely,
  
  ******* **

  Business Response

  Date: 08/26/2024

  Hello *******, 

  We are currently taking a further look into your concern and return order history so that we can assist to the best of our capability. Your BBB complaint ID number is ********. Please continue to check your email for an update regarding your concern. Take care and have a great day!

  Thank you for choosing Under Armour, 

  ****** ***** Burlong-*****
  Senior CSR, Customer Service
  *********************************************************************;

  Customer Answer

  Date: 09/01/2024

  Hello,

  Under armour said they were gonna investigate but never said what the results were before closing the file. Can the case be reopened? Thank you

  Business Response

  Date: 09/23/2024

  Hello *******, 

  Thank you for contacting Under Armour. It is our goal to deliver a premium shopping experience to match our unparalleled product.

  Considering the fact that your order number US-23773188 is outside of our standard return/exchange timeframe, we are unable to issue you a refund back to your original method of payment. However, we have issued you a refund in the amount of $48.36 in the form of an electronic gift card so please be sure to check your email, spam and junk folder for your gift card credentials as they will be sent to you within ***** hours. Please reply directly to this email for any further questions and/or concerns. Take care and have a great day!

  This message is to confirm that we have processed your Under Armour Gift Card. Your Pin number will be sent to you via email within ***** hours so please be sure to check your spam/junk folder and your Gift Card Number is as follows:
  

  Gift Card #: 6319428965049039
  Gift Card Value: $48.36 USD
   
  The Under Armour Gift Card is redeemable at our Factory Outlet Stores, Specialty Full line Stores and ****************************. You can view a complete list of UA Stores on our website at ****************************************************************************** note that your Under Armour Gift Card is not valid at other retail stores.  ** You may print off this email and use at any UA Brand & Factory stores. **
   
  Thank you for choosing Under Armour!

  ****** ***** Burlong-*****
  Senior CSR, Customer Service
  **************************************************************************

  Customer Answer

  Date: 09/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. thank you!!
  
  Sincerely,
  
  ******* **

• Initial Complaint

  Date:08/01/2024

  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 Armor has a US store a in barranquilla ********. I purchased items at the under armor store and I had to return the items. I was suppose to get a refund on the items that I returned and to date I have never gotten a refund back. I have emailed the person of contact, *****, who under armor in the ** and in ******** have told me to contact (See attachment). She refuses to give me my money back. The store informed me that I would get a refund and the email she's asking me for my bank information so they could send me the refund. I have also previously gone to the store multiple times during this time period. I dont know who in the ** to talk about this problem and what to do or who even to talk to at this point. Can someone in your company please contact this woman to refund me my money back or at least let me get a credit for the items that I returned. If thats not possible can I receive a credit to get items back at a US store or online. This also does not look good for under armor. Your promoting your store in the ************* and the store is not doing anything but keeping my money. The under armor store is also listed on the united states website ********************************************************* MALL ********************** 55 #**-51. LOCAL A-1042A Barranquilla,************

  Business Response

  Date: 08/06/2024

  Hi ******,

  We apologize for the recent experience you've had at one of our retail locations. We will review the information provided and respond with an update regarding next steps to getting this resolved. We apologize for the inconvenience and hope to make this right.

  Thanks,

  ********* G

  Sr. Lead

• Initial Complaint

  Date:08/01/2024

  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 a pair of shoes from their ***** Brand line. After one wear in the gym for ~2hrs I noticed the stitching beginning to pop around the toes. Concerned that it was only going to get worse with wear, I reached out to ***** Brand on instagram (the only contact info I could find). I received no response. I then reached via tweet on X (formerly *******) to the guy behind the brand (******* *****) and the parent company, Under Armour. Under Armour responded and requested I direct message them with my order number. I didnt have an order number but I did have my receipt, so I send that, along with a message explaining what had happened to the shoes, and that I did not order these online. I also provided images of the shoes in question. Under Armour responded right away, simply asking me for a copy of the receipt. I sent the receipt off again. This was mid-day Friday. I have not heard from them since. Im left to assume they didnt even read or view my past pictures, otherwise they wouldnt have needed to ask for the receipt again. As these arent cheap shoes, I expect better customer service.

  Business Response

  Date: 08/01/2024

  Hello ***,

  Thank you for being a valued Under Armour Customer.  We truly apologize for everything that you went through with your gear.  This is definitely not the type of quality our gear typically exudes.  With that being said,  when we refund store purchases or authorized retail purchases, we do so back to an e-gift card.  To compensate for what you have been through,  I have created an e-gift card in the amount of $150.00 so that you can purchase a comparable shoe and the tax will be included.  This will be emailed to you as well by our order management system.   

  Please Note:

  You can utilize the e-gift cards both in store (Factory Outlet and Brand house Stores) and online.  They neverexpire.  When you make a purchase online you can utilize up to 2 gift cards (or e-gift cards) as your payment method.  However, if you have more than 2 to utilize, please give us a call at **************.

  E-gift Card Amount: $150.00.

  If you have questions or need further assistance, please respond to this message or to the email that I will send Momentarily with your Case # in our System.  The Under Armour Case # is 05187824.

   

  Thank you,

  **** *****
  Senior **************** Representative
  ********************** ****************

• Initial Complaint

  Date:07/18/2024

  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.

  Hi, I placed an order online. I was told that the order is delivered but I did not get it yet. I checked with my neighbors and went around asking but I did not find it. I reached out to the customer service and they pretty much said tough luck, we cannot help you. I would like to request a refund since I did not receive my order and the customer service is not really helpful. I would like to add that I also contact OnTrac and they did not give me more info and told me to contact the shipper. I am out of money and my order at this moment.

  Customer Answer

  Date: 07/18/2024

  Hi, I attached a copy of the order page. There was no option to print it directly. So, I printed the entire screen.

  Business Response

  Date: 07/22/2024

  Good morning Kalyan,

  We're sorry to hear about your inquiry. Upon checking, you have placed a couple orders that were marked as delivered by the carrier, however, you stated that you did not receive any of your shipments despite them being marked as delivered. Due to this, we were unable to process a refund for this order as it was shown delivered successfully, and moving forward you will need to shop at our Retail locations.

  In this case, we can only recommend contacting your financial institution for further assistance. Again, we deeply apologize for these inconveniences.

  Best regards.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22005778
  
  I am rejecting this response because:

  I got an email from our **************** this morning saying another resident dropped the order today, it was delivered to their address. I kept asking you guys to give me the gps location of the delivery address so that I can go get it but nobody helped me. As far as other orders go, I have been living in this apartment since a couple years and I never ordered from you. I am more of a **** guy but decided to try your shoes for a change but this is not the experience I was expecting. I would like to return my order at this point because not only was there no help offered but you just made an assumption on my order history with you guys. Please send me the return instructions and I will drop it off at whatever carrier you use for returns.

  - Kalyan
  

  Business Response

  Date: 07/23/2024

  Good afternoon Kalyan,

  We sincerely apologize, as we do not have access to exact GPS locations for delivery other than the intended delivery address. There was a previous order made in March that you submitted a Non-Delivery Claim for and received a refund in the amount of $213.66.

  Upon checking, you have also already initiated a return label for your order, US-28878088, under return confirmation S6136454, so once your return has been received and processed a refund will be issued. You can view more information on our returns timeframe by visiting: *********************************************************************************************************.

  Best regards!

• Initial Complaint

  Date:07/15/2024

  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've been getting underamour compression gear for a while and then the blue ones I had ****** and some leggings they were not water wickying enough moisture. My ******* equipment would slip I was big enough muscle to get out of ***** way. Or break a wedge. I see they had some issues. They do o that's the appropriate fibers to support the Military for a contract to help get more special type of environmental protection gear like waterproof atleast or maybe tear resistant.

  Business Response

  Date: 08/12/2024

  Hi, ***********!

   

  Thank you for reaching out to us.  I am sorry to hear about the problems you are experiencing with your UA gear. As proof of our continued commitment to make all athletes better, we stand behind our gear 100%. 
  
  Please reply to this email with the following information and I'll be happy to explore ways we can help:  
  
  * Specify problem you are experiencing with gear  (ex. damaged, wrong color, defective)
  * A photo of the tag on the inside of the gear
  * A photo providing proof of purchase
  * A photo of the overall condition of the gear
  * Photos of the defect/damage (if applicable)
  * Shipping address & phone number?
  
  After receiving this information, we will review and follow up via email within 3-5 business days.
  
  Thank you for choosing Under Armour.
   
  
  ******* *.
  UA **************** Team
  
  
  ****************
  *******************

• Initial Complaint

  Date:07/15/2024

  Type:Sales and Advertising 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 made a purchase today (July 12th, 2024) for a total of a little over $300 to Underarmour. However, when I made this purchase I received an email about 12 hours later that said this "As a security measure, your order US-******** was pulled for additional verification. For your protection, it was not processed and has been cancelled. You will not be charged for this order.Please give us a call at ************** if you'd like to replace this order. We apologize for any inconvenience.Thank you,Under Armour Customer Service"However, I placed an order for another item the day before for some socks! and it seemed to go through just fine! I would love to be able to order my stuff again!

  Business Response

  Date: 07/23/2024

  Hello, 

  We apologize for any inconvenience that you may have experienced however we would love to place a a new order for you with free expedited shipping. Please feel free to give us a call at **************** to speak with a UA teammate about placing a new order. Also, we have provided you with a complimentary expedited 3 day shipping promo code that you can apply to your next order! 

  Promo code: CSR-PZ4M-NLLH-7CG6-DKST
  Expiration date:01/01/2025
  
  *Terms & Conditions : Offer valid on online purchases made before 01/01/2025. To redeem, promotion code must be entered at checkout and is valid for one-time use only. Discount is not applied to sales tax. Void if altered, copied, transferred, auctioned or sold. Offer applies to credit card purchases only and is not retroactive for orders placed before receiving the offer. Not valid in combination with any other coupons, discounts, specials, vouchers, redemption codes, or on gift certificate redemption orders. Offer valid on eligible, in-stock items only. Items not eligible for discounts will be noted online. Cannot exceed over $1,500 for purchase.  Cash value 1/10?
  
  Thanks for choosing Under Armour.
  
  ****** *.
  Senior Lead, E-Commerce
  UA **************** Team

  ****************

  *********, MD 21230

• Initial Complaint

  Date:06/07/2024

  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 04/22/24, I contacted Under Armour via their messaging system on their website to report a defect in a pair of boots I owned (Tac Loadout). I described to the representative that a vent fell out of the boot after about a year of wear. The representative requested the receipt, which I provided. The representative then assured me that I could return the boots and receive a refund via gift card since the boots were no longer available on their website to do an exchange (UA 1). I returned the boots (Return #: S5964560) and received a confirmation email that they were received by UA on 05/02/24 (UA 3). After multiple status checks on my return via their messaging system (Case#: ********), I finally received an email response on 05/28/24 stating that the boots were too old and I wouldn't be receiving a refund, but instead was given a 40% off discount code (UA 2). I emailed both the original representative that I initiated the return with and the returns representative who emailed me with the update but received no response. Additional messaging chats were made with other representatives. One stated that they were forwarding my complaint further. Another stated that the returns department's decision was final. My complaint is that despite the returns policy of ** a representative reassured and promised me that I would receive a refund in the form of a gift card. After making said return, I no longer have my boots nor did receive the guaranteed compensation. It is not my fault that the representative did not follow **'s returns' policy and yet I the consumer am being penalized. I wish to receive the gift card refund in the amount of $86.08. Thank you for reviewing my case and I look forward to speaking with you further.

  Business Response

  Date: 06/07/2024

  Hi, *******! I hope youre doing well! Im so sorry this happened! I have issued you an Under Armour electronic gift card as a one-time accommodation for the amount that you spent through ******, $86.08. You will receive that gift card in a separate email. Thank you so much for your patience and please let me know if theres anything else I can help you with!
  
  
  ******* *.
  UA **************** Team
  
  
  ***********************************>*******************

  Customer Answer

  Date: 06/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:05/14/2024

  Type:Delivery 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.

  Order US-******** place Jan 20, 2024 Package of 10 items around $400 is missing.Tracking ***************** Noted delivered on 1-24-2024 I never received this package. I submitted a case with Under Armour at the end of Jan.Feb 2- I submitted a claim with the shipping service Ontrac.Tracking Number: ***************** Case Number: ******** Feb 3rd- Under Armor gave me a case # ******** Feb 19th- I submitted the requested DNR back to Under Armor Feb 25, Feb 29, March 13, April 8 I followed up on the email chain, have still never received a reply. In Feb, March, and May I contacted Under Armor chat as well, who was aware of the claim, and noted that it is still in process.

  Business Response

  Date: 05/19/2024

  Hi ********,

  We apologize regarding your recent experience with your online order.

  We did review your claim when the initial request was made. Based on our policy, if we dont hear back in 5 business days, well assume this matter is resolved and your gear made its way to you. 

  At this time, the refund has been processed and no further action is required. We apologize for any inconvenience.

  Thank you,

  ********* *******

  SR. Lead

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21698423
  
  I am rejecting this response because:

  I sent several emails to your email address and contacted the chat multiple times. "Assuming" that this was resolved while getting sent several emails noting that it was not resolved is complacent behavior. Send images of the itemized refund and the date it's being processed.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 05/26/2024

  Hi ********,

  We apologize for the frustration this has caused.

  Upon analyzing, the refund in our system, it was not created properly.

  At this time a new refund will need to be issued for the items not received. We will follow up via email correspondence to confirm next steps.

  We do apologize for the inconvenience and hope to make this right.

  Thanks,

  ********* G

  Sr. Lead

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21698423
  
  I am rejecting this response because: my refund shows no value. See attached.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 06/20/2024

  Hi *******,

  I am responding with clarification due to ******** being out of office.

  The consumer was fully refunded on May 28 as well as compensated with a $50 electronic gift card due to the inconvenience caused. Please let me know if you need anything further on my end. The refund order number reference is S6027934.

  Best,

  ****** S

  Customer Answer

  Date: 06/26/2024

  Why was this closed? I showed that they have not sent the refund. The email I received showed $0 refund which I attached in my last message.

  Business Response

  Date: 06/27/2024

  Hi ********,

  We do apologize that you are having trouble verifying your refund.

  We reached out on 5/28/24 through phone call and processed refund over the phone with you.

  Our systems show that the refund was successful. That said, the refund amount of $259.34 was processed to the credit card account on file and should reflect that total 2-5 business days from that date in your account. 

  We will be emailing your refund invoice (S6027934). Please reach out to your bank for any additional assistance.

  Thanks,

  ********* *******

  Sr. Lead

  Customer Answer

  Date: 06/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you to ** for finally sending an invoice with the refund after 6 months.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair 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 tried to place an order for a few items on April 29, 2024. I then received an email stating that my order was cancelled by the company and I a refund was issued. I contacted them by phone and then again by their chat option online. I was disconnected twice while trying to speak with someone online and the representative on the phone said Id receive an email. I was finally able to chat with someone and they stated that I am only allowed to shop retail and not able to purchase through the internet ever again. I live in a rural area and the closest store to purchase is the outlet which is 1 hour and 8 minutes away. The outlet doesnt have anything Im looking for. The closest brand store is about 5-6 hours from me. Otherwise, I have to go to several retailers trying to find specific items that I can just purchase online. They are stating because of a PREVIOUS shipping issue that happened one time, I am no longer allowed to place orders online. Back in June of 2023, my father in law divorced and lost weight and needed help purchasing new clothes. So I used my app because he isnt tech savvy and placed a very large order for him. It totaled almost $1000. I had it shipped to his house, not even mine. Apparently some of the order was lost by ***** and under armour had to send a replacement. Theyre stating they will no longer allow me to shop online because ***** lost part of an order one single time almost a year ago. I havent been able to speak to anyone in charge. This is extremely bad business and inconvenient for me living so far away. Ive ordered things to my address and Ive never had an issue before. I would simply like to be able to purchase online. Id also like to add that Im a first responder and receive a discount on their website and that discount isnt valid at a normal retail store.

  Business Response

  Date: 05/09/2024

  Hi Layla,
  
  Thank you for reaching out.
  
  When an order is marked delivered and has not been received, we are always happy to take a further look and assist as needed with a replacement or refund. It seems you reached out to us confirming you shipped the order to a wrong address. Once you confirmed this, we sent over an affidavit for the order due to the high value - we require affidavits be filled out for any order that shows delivered and not received over $250. Regarding order US-21273383 you went to ****** and disputed a very high value order, $700.56 to be exact. Our company took a substantial loss due to this. We are unable to accommodate any further online orders at this time. Our Team's decision for you to shop retail only stands. We also recommend shopping with our third party retailers to secure the desired gear.
  
  Please let me know if you have any further questions or concerns.
  
  Best regards,
  ****** *.
  Sr Lead, ****************

  Business Response

  Date: 05/09/2024

  Hi BBB,

  I wanted to provide further information regarding this consumer. I checked with our fraud team to confirm why this customer is limited to retail only. I have provided further info below that shows multiple orders shipping to this address have not been received. Almost every order this customer and her father in law have placed was claimed as not received.

  US-16226156 placed 11/18/22 by ***** *****, $394.45 refunded by UA due to DNR (delivered not received) claim
  US-16453977 placed 11/24/22 by ***** *****, $188.11 refunded by UA due to DNR claim
  US-17745200 placed 12/13/22 by ***** *****, $120.06 refunded by UA due to DNR claim
  US-21273383 placed 6/6/23 by ***** ***** shipping to ***** *****, $700.56 disputed via PP

  Please let me know if you need anymore info on my end.

  Best, 

  Lauren