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:04/29/2024

  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.

  On February 22nd of this year I returned a couple of items back to Under Armour as per the guidelines of their return policy. The items were received in their warehouse the following day as indicated by the shipping tracking number. UA acknowledged they received the items and instead of refunding my money they opted to email me a gift card for the monies owing on the 15th of March for $80.00. Unfortunately the G.C they sent didn’t work. I’ve contacted them numerous times via email only to get the runaround. I’ve been told they would take care of the issue right away..then within the hour,..then we’re really sorry for the delay and we’ll contact the CDN branch to email silence. 9 emails later and I still haven’t received a penny of the money I’m owed, and no one has responded back.

  Business Response

  Date: 05/07/2024

  Hello ***** **********,

  Thank you for contacting Under Armour.   We truly apologize for everything that you have experienced.  After looking into the issue, I do see where the card was wiped.  Please note You can utilize the e-gift cards both in store (******* ****** and ***** ***** Stores) and online.  They never expire.  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 ###-###-####.  We are here to help and we are so sorry for what you went through. 

  Here is the information for your New E-Gift card: 

  E-gift card Amount $100.00 ($20.00 for restitution---we apologize for the inconvenience) 

  E-gift card #: ****************

  E-gift card pin #: ********

  This can be utilized immediately and our system will also email you a separate email with this card information.  

  Thank you and please let us know if you have questions or need further assistance.

  Have a wonderful week,

  Leah B. 

  Senior Customer Service Representative

  Under Armour E-Commerce

• Initial Complaint

  Date:04/18/2024

  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.

  Order #: US-******** did not receive the order, please refund the full order.

  Business Response

  Date: 04/19/2024

  Dear *****.

  Were sorry to hear you didnt receive your recent order. We want to help resolve this for you as quickly as possible. So that we can file a claim with the carrier, well need to gather some additional information from you.

  ***** tracking number 273048549412 says the UA UNSTOPPABLE 7-POCKET PANT in black size 32/30 and the UA UNSTOPPABLE 7-POCKET PANT in City Khaki size 32/30 were delivered 4/9/24. This is the link to the delivery picture: ***********************************************************************************************;

  Please print and fill out the Lost/Stolen Package Affidavit for the two items that ***** says are delivered, but you say you didn't receive, that I have sent in a separate email, from an Under Armour email, as I'm not able to attach it through this platform, and email it back to us from the Under Armour email so that we can proceed.
  
  Once we have received this form from you, well be good to keep this moving.And well keep you up to date on the status of your claim.
  If we dont hear back in 5 business days, well assume this matter is resolved and your gear made its way to you.

  
  Sorry again for the inconvenience. Thanks again for choosing Under Armour for the best performance gear in the game. Lets get this taken care of so you can get back to chasing your goalsnot your packages!
  
  UA ****************
  ************
  
  ******* *.
  UA **************** Team
  
  
  *************************************************************************

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21593494
  
  I am rejecting this response because:
  
  

  I would prefer not to fill out forms and just process a refund. 
  

  thanks 
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 04/26/2024

  Please provide more time 

  Customer Answer

  Date: 04/26/2024

  I need additional time 

• Initial Complaint

  Date:04/15/2024

  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.

  Dear *********** am writing to address an issue regarding an order I placed with the Under Armour website on March 26th. My name is *** *****, and my order number is US-********.Upon receiving the items, I found the quality to be unsatisfactory, and subsequently, I followed the instructions of an Under Armour representative and returned the items in two separate packages, each contains 5 items. The tracking numbers for these returns are as follows:272917967694 ************ Despite initially receiving a refund, I noticed a subsequent charge of $318 to my account a few days later. Since April 8th, I have made three phone calls to Under Armour, and on each occasion, I was assured that the issue would be resolved promptly. However, to date, no resolution has been achieved.I kindly request your assistance in rectifying this matter as soon as possible.Thank you for your attention to this issue.Sincerely,*** *****

  Business Response

  Date: 04/22/2024

  Good afternoon!

  We sincerely apologize for the delay regarding your inquiry. Upon checking, this has been corrected and you were issued the following refunds for the following amounts:

  - $33.73 on 04/10 under return confirmation C5928350

  - $112.46 on 04/10 under return confirmation C5938064

  - $170.94 on 4/12 under return confirmation C5938121

  The total refund that was issued back to your original method of payment was $317.13. Since it has already exceeded 2-5 business days, these funds should have already reflected to your account. If you're not seeing this, we would advise contacting your financial institution.

   

  Best regards!

  Customer Answer

  Date: 04/23/2024

   
  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:04/09/2024

  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 bought this new Under Armour sweater recently. However, after wearing it for the first time, the Under Armour red logo on the front side of the sweater also peered off from the sweater.
  
  I am extremely disappointed with the poor quality of the Under Armour sweater. I request Under Armour to refund me what I paid for this sweater ($100).

  Customer Answer

  Date: 04/09/2024

  Sorry, I didn’t keep the purchase receipt. However, this sweater was recently purchased and it has serious quality defect. Request BBB’s support in this case.

  Business Response

  Date: 04/10/2024

  Hi, *******! I hope you’re doing well! I’m so sorry to hear
  about your gear not holding up! It looks like we already issued you an Under
  Armour electronic gift card in the amount of $50 on 4/9/24. This is all that we
  are able to do, as per policy, any refunds must be made with a proof of
  purchase and since you are unable to provide that for us, we have gone outside
  of our policy and issued you this refund as a one-time accommodation.  Please let me know if there’s anything else I can
  do and thank you for choosing Under Armour!
  
  Thanks and take care,
  Heather
  *.
  UA Customer Service Team
  
  
  **** **** ******
  Baltimore, MD 21230

• Initial Complaint

  Date:04/08/2024

  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 bought Under Armour shoes a while back and the soles are bad and they said they can't do nothing. Please send 2 pairs of the original soles of vcvn3 charged assert.

  Customer Answer

  Date: 04/08/2024

  Attached ****** receipt

  Customer Answer

  Date: 04/10/2024

  Receipt added

  Business Response

  Date: 04/18/2024

  Hello, 

  We are very sorry to hear of the quality issues you experienced, we demand better performance from our gear than this. Your feedback is very valuable to us, as we will use it to ensure we improve upon this in the future as we are always looking for ways to enhance our athlete experience. We have forwarded your review to our ******************* Team for examination. Can you please verify your order number, email address and your shipping address. Also, can you please reply to this email with pictures of the quality issues that you've experienced? We look forward to hearing back from you. Thank you for choosing Under Armour, 

  Sincerely, 

  ****** ***** Burlong-*****
  Senior Lead, E-Commerce
  Customer Service
  ****************
  ************************;

   

  Business Response

  Date: 04/18/2024

  Hello *******, 

  Thank you for contacting Under Armour. We have processed an electronic gift card in the amount of $48.14 as this is the equivalent price that you paid for your purchase for the Men's Charged Assert 9 shoes via ****** in the provided receipt. 

  It is our goal to deliver a premium shopping experience to match our unparalleled product.

   This message is to confirm that we have processed your Under Armour Gift Card. Your PIN number will be emailed to you within ***** hours, please be sure to check your spam/junk folder. 
   
  Your Gift Card Number is as follows:
   
  Gift Card#: 6042975517696541
  Gift Card value:  $48.14
   
  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. **
   
  If you have any questions please call our **************** team at **************.
  

  Here is a 40% off promo code for your next order!
  Promo code: CSR-BXHM-35VS-M9DH-WLBK
  Expiration date: 01/01/25
  
  *Terms & Conditions : Offer valid on online purchases made before 01/01/25. 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.

  Brenae B.
  Senior Lead, E-Commerce
  UA **************** Team
  **************************************************************************

• Initial Complaint

  Date:03/25/2024

  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.

  I ordered a pair of shoes on March 14, 2024 and the next day my order was canceled stating they were out of stock. I waited a week and still have not received my refund. So I contacted them and they told me I was never charged that only a pre authorization was done but I clearly have a charge that shows completed in my account. They told me my order was canceled because I used my **** *** **** and that it wasn’t an approved payment method. So I asked which was the reason it was cancelled? Was it out of stock or because of my payment method and they couldn’t answer me. They refused to refund my money stating they never charged me. So now I’m out money and have no shoes.

  Business Response

  Date: 03/28/2024

  Hi *********,

  We apologize for the inconvenience regarding your recent order going out of stock. Our system should have processed an authorization reversal, however we had a system issue where customers were billed unexpectedly. We apologize for the miscommunication and hoping to assist from here. Can you confirm if a dispute with your bank has already been made?

  Thanks

  Dominique *.
  Sr CSR

  Customer Answer

  Date: 03/29/2024

  
  
  Complaint: ********
   There is no dispute or claim active on my account. 
  I would like a refund to be issued please. 
  
  
  
  Sincerely,
  
  
  
  ********* *****

  Business Response

  Date: 04/03/2024

  Hi *********,

  Thank you for your continued patience with the matter.

  Next steps will be contacting you to issue refund back to pre-paid card over the phone. We will follow up via email for best time to contact you.

  Thank you.

  Dominique *

  Senior Lead

  Customer Answer

  Date: 04/10/2024

  They gave me a gift card for $40 that was not the total of my purchase. They had told me they were going to give me a refund to the payment method I paid with and they did not. I got an email even saying so. But was sent a gift card for their website for less than I paid. And without the coupon code that I had ordered the shoes with I couldn’t even find a pair of shoes for $40. I had to pay out of pocket more money to them so that I didn’t waste the $40. I will never buy another under armour item in my life. Poor business practice! 

  Business Response

  Date: 04/14/2024

  Hi *********,

  We apologize for the frustration this has caused.

  We reviewed the phone call where you were issued a refund. Per our email correspondence, you were due the original amount paid to your original method of payment as documented. The agent offered a Gift Card for the amount, and although this was incorrect, the Gift Card option was accepted on your end when offered. We will be following up via email to issue correct refund.

  Thanks,

  Dominique *

  Senior Lead

  Customer Answer

  Date: 04/15/2024

  I was made to feel like the gift card was the only option.  I’ve used the gift card and want nothing else. This has been the worst buying experience ever. I love to support businesses from my hometown of Baltimore and I’m seriously disappointed. I will never shop at under armour again and will tell my experience to anyone who asks about your company.  

• Initial Complaint

  Date:03/06/2024

  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 ordered a pair of pants in 11/25/23 and since we were out of town did not try them on right away. Once I did try them on I noticed one leg was a slightly different size than the other. I contacted Under Armour promptly and they sent me a return label. I packaged the pants up in the original packaging with the invoice inside the package with the pants. I sent them out in February ****** and they received them in February ******. After 3 weeks of not hearing anything about my refund I emailed them, the response on the website was I would hear back in 3 business days. Nothing.After that I went onto chat and was talking to someone and they said because it was ****** they were trying to figure it out. They were able to bill my ****** in seconds so I find this hard to believe. I waited on chat for about 25 minutes and they disconnected.The next day I called. A woman named ********* answered and I said I would like to know where my refund is, she hung up. That was on February ******* at 1:54 pm. I then called back on February 28 at 1:56pm, 2 minutes later and spoke with a woman that said to give them 22 days to refund me. I said I dont think thats appropriate. Can I talk with a supervisor? She said she would have someone call me back and took my phone number. No one ever called me back. Here we are today, I have sent other emails to them with no response and we are past a month of me trying to get my $25 back. Im a long time customer and have ordered online from them, bought merchandise in store and have never needed to return anything until now. These pants were defective and you might not see it at first because its not obvious. I was well within their return period. I would also think because of them being defective they wouldve done better. I also should note, I did try to exchange but my size wasnt available. Im including proof I called, as well as the proof they received my order. Im also showing the details of my order. Thank you

  Business Response

  Date: 03/06/2024

  Hello *********,

  Thank you for contacting Under Armour.  We truly apologize for the inconvenience of the delay of your refund.   Currently the returns processing time is 24 business days from the time of receipt of the package.   However, your package was fully checked in today and the refund of $25.90 was processed back to your ****** Account.   This should already be posted however it can take up to 1-2 business days for it to fully show on your ****** Account.

  Thank you for your patience and we apologize for the delay in your refund.  We would also like to offer you a 40% off promotional code so that you can purchase comparable pants at a similar discount.

  Here is a 40% off promo code for your next order!
  Promo code: CSR-5WKL-7TS6-PZ24-33X9
  Expiration date:04/30/2024
  
  *Terms & Conditions : Offer valid on online purchases made before 04/30/2024. 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?
  
  Thank you for choosing Under Armour.

  Have a wonderful day,

   

  Customer Answer

  Date: 03/12/2024

  I did receive a refund the day after I contacted the BBB.

  The lack of communication ie; not answering emails, cutting me off via chat and phone calls and finally saying you would have a supervisor return my phone call, which never happened, has given me a new perspective on a company I used to trust to buy clothing. 
  I feel the only reason I got my money back was because I contacted the BBB. 
  It wasnt about the money, I had already considered it gone. 
  I also dont believe when someone packages up an order correctly and sends it back to you it should never take a month for you to refund them. 
  You should update your website and let people know that it will take a month from the time YOU receive a return for them to get their refund. I feel that is unacceptable. 
  This is more about me trying to contact you and find out where my money was and how poorly I was treated than anything. 

• Initial Complaint

  Date:02/27/2024

  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.

  I regularly check the ***** ***** app and noticed a deal for Under Armour.
  A discount code offering three tops or shorts for $25 was advertised on 2/21/2024.
  
  I placed three orders with Under Armour on 2/21/2024:
  UA US-********--5 men's shorts for $43.62.
  UA US-27222977--8 men's shirts for $69.79.
  UA US-********--12 men's shirts for $104.68.
  And received an order confirmation from Under Armour.
  
  On 2/22/2024:
  I received the following email for each order I placed:
  "Hi *******,
  We’re reaching out to let you know that your recent order US-******** has been cancelled and any pending authorization you see will drop in 2-3 business days. There was an error with the promo code and all impacted orders have been cancelled. If you would like to re-order your gear at the correct price, please check our site.
  We’re really sorry for the inconvenience. To make it right, we’re giving you this one-time use code ******************* for 40% off on your new order, valid through 6/30/2024. Please note this code cannot be combined with any other offers.
  Again, we apologize for this error and any inconvenience caused.
  UA Customer Service
  1.888.727.6687
  
  All three orders were arbitrarily cancelled.
  I replied to each email with the following:
  "I will be filing a complaint with the Better Business Bureau, ***** *****; who offered the deal, and the Attorney General for the state of Missouri unless you honor this order as placed.
  Please advise.
  I have not received a response.
  
  I reached out to ****** ***** on 2/22/2024 and they advised:
  "We are very sorry again that Under Armour has cancelled the order. Unfortunately, we have no way to force them to process the order if they released a code/discount by accident. We can understand how incredibly frustrating that is, but it is ultimately up to the merchants., If we had any control over this, we would definitely be taking action but since we are not the sellers of the items, there isn't anything we can do here. So very sorry again!

  Business Response

  Date: 02/28/2024

  Hi *******, 

  We apologize for the inconvenience that your order was canceled due to an error with a Promo Code that was applied. Our site terms confirm that Under Armour is eligible to cancel promo codes at any time. Please view the link below for more info on UA.com regarding this term.
  
  ****************
  
  Again, we're really sorry for the poor experience and hope to provide a better shopping experiencing moving forward.

  Customer Answer

  Date: 02/28/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response.

  This is VERY poor customer service.

  I have placed a new order today; order UA US-********

  Will you be cancelling that one as well due to some reason that you invent regarding the promo code being an error?

  To make things right, I am requesting that you give me this order for free.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 02/28/2024

  Hi *******,

  Your recent order was placed successfully and has already began processing! We do apologize, we are unable to honor the previous promotion and cannot issue a free order. Again, we hope to provide a better shopping experience moving forward!

  Best regards!

• Initial Complaint

  Date:02/27/2024

  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.

  On February 21, 2024, I placed an online order with Armour All, UA #US-27245246, for 3 items, all of which were supposedly in stock, including a sports bra, tank top and t shirt. The items were charged to my credit card. Two days later, all 3 items were listed as canceled by Under Armour. I can understand one item possibly being found to be out of stock, but all three being canceled seems fishy. I believe Under Armour is committing fraud by charging and receiving a credit for items they knew they did not have in stock, just to get a temporary credit they could use in their business. While Under Armour emailed me to state that all three items were canceled and reversed the charges, I dont understand why the items were offered for sale if they were not really available unless it was to gain access to the credit.

  Business Response

  Date: 02/29/2024

  Hello *****,
  
  Thank you for your inquiry.
  
  Regrettably,our attempts to process your order have been unsuccessful. We truly apologize for any inconvenience this may have caused.
  
  We have cancelled the order due to the processing error. Our best suggestion would be to  place a new order for these items.This should ensure that the order will process correctly.
  
  Thank you for choosing Under Armour.

  Best,

  ****** S

  Sr CSR Lead

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21337190
  
  I am rejecting this response because: Under Armour did not provide evidence of why or how the items were allegedly unavailable after their own website showed the items as available for purchase. I am asking Under Armour to explain how I was able to order items which later were no longer available. I still believe this is an illegal effort by Under Armour to gain temporary credits from the charge, thereby inflating their bank account. Even if it's a small amount for just one customer, if many people's accounts are similarly charged, it adds up. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/01/2024

  Hi *****,

  Thank you for your response.

  I apologize for the miscommunication regarding this order, however your items were not canceled due to being out of stock. As confirmed in my previous email, the order was canceled due to a system error. You are welcome to place a new order to ensure the order processes correctly. I have provided a promo code below as a further accommodation for the inconvenience this has caused.

  Here is a 25% off promo code for your next order!
  Promo code: CSR-RKNP-XBG5-WBSF-TCBF
  Expiration date:04/01/2024
  
  *Terms &Conditions : Offer valid on online purchases made before 04/01/2024. To redeem,promotion code must be entered at checkout and is valid for one-time use ************* 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 *********** value 1/10?

  I completely understand your concern regarding the charge. I can assure you this is not the case, we don't truly charge customers until the gear ships from our warehouse. Your card was temporarily pre authorized, no settlements went through. Please let me know if you have further concerns regarding the billing on this order.

  Best,

  ****** *.

  Sr CSR Lead

• Initial Complaint

  Date:02/23/2024

  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.

  Returned purchases from website tracke and received by company 1/23/24. After 2 weeks I contacted customer service regarding return status and told I would receive an email on both occasions . Now it has been 4 weeks and still no refund

  Business Response

  Date: 02/27/2024

  Hi *******,

  We successfully processed your refund of $315.24 on February 24. Please allow 3-5 business days for your refund to reflect in your account.

  Best regards,

  Lauren *

  Sr Lead CSR

  Customer Answer

  Date: 03/03/2024

  
  
  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,
  
  
  
  ******* *****