Business Profile

Sportswear Manufacturer

Under Armour, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Under Armour, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

240 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/22/2024
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.
Under Armour was running a promotion on their website. I placed an order US-******** and after a few hours my order was cancelled. Under Armour cancelled all orders using this promotional code and refused to explain why they would not honor the prices after applying the coupon code. They provided a coupon for my next purchase which did not suffice in obtaining the same price as offered in my original order

Message Received:

WE'RE SORRY. YOUR ORDER WAS CANCELLED.
Hi *****,
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
Business Response
Date: 02/22/2024
Hi, *****!

Thank you for contacting us.

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.

****************
Please feel free to use the 40% off code we previously gave you in an attempt to make it right on a future order.
Again, we apologize for this error and any inconvenience caused.

Best,
Heather *.
UA Customer Service Team

1020 Hull Street
Baltimore, MD 21230
Customer Answer
Date: 02/22/2024

Complaint: 21329075

I am rejecting this response because:

The order had been placed and under armour must honor the promo once it is already in the queue

Sincerely,

***** *******
Business Response
Date: 02/27/2024
Hi, *****! I hope you're doing well! Unfortunately, we are not able to fulfill this order. I'm very sorry about that. Again, 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.

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

I'm very sorry for the frustration, inconvenience and disappointment this has caused.

Best,
Heather *.
UA Customer Service Team

1020 Hull Street
Baltimore, MD 21230
Customer Answer
Date: 02/27/2024

Complaint: ********

I am rejecting this response because: what does coupon code have to do with an order being cancelled?

Sincerely,

***** *******
Initial Complaint
Date:02/22/2024
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 placed three orders today with Under Armour on their website with a promotion code. A couple of hours after placing them, I was notified that my orders were cancelled due to a "security concern". There was no additional explanation. I tried to contact support over their chat. I was told to wait while they looked up my orders and was disconnected with no notice. I just completed an online message form that will take days to receive any word back. At this rate, I'm not confident that I'll receive anything back. I don't see any reason for calling this a security concern. If there is, I'll confirm any payments, addresses, personal information, or anything else needed to complete the order like I already did online. This is the statement they sent me and I would like to validate security to receive my products that I paid for and agreed on.
Business Response
Date: 02/29/2024
Hi *******,

Thank you for contacting us.

We apologize for the inconvenience that your order(s) were 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.

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

We're really sorry for the poor experience. To make it right, we're giving you this one-time use code *********************** for 40% off on your new order, valid through 01/01/2025. Please note this code cannot be combined with any other offers.

Again, we apologize for this error and any inconvenience caused.

Sincerely,
Brenae *************
Senior Lead, ECommerce
Customer Service
1020 Hull St., Baltimore, MD 21230
Initial Complaint
Date:02/22/2024
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.
I have purchased few items **** online using their website. I have spent generous amount of time to select the cloth I liked and order using multiple orders. My all orders were successfully excepted and processed with provided payment method, within a couple of hours I have received the message saying that my all orders have been canceled without any good reason. I have tried to reach them and customer service representative was very rude and didnt care about customer. She asked me to re-order if I would like with full price and forget about the discount I got during my initial order. They canceled my order because they didnt want to process my order with discount price and wanted to me pay full price. I will never purchase from this company website again as they are very unprofessional. Please dont waste your precious time here go shop somewhere else.if they want to cancel the order then why would they accept in first place. i want them to process my all orders with same price.
Business Response
Date: 02/23/2024
Hi *******,

Thank you for contacting us.

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 ****** regarding this term.

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

We're really sorry for the poor experience. To make it right, we're giving you this one-time use code CSR-Z649-M5SV-X245-BNWC for 40% off on your new order, valid through 01/01/2025. Please note this code cannot be combined with any other offers.

Again, we apologize for this error and any inconvenience caused.
Customer Answer
Date: 02/23/2024

Complaint: 21328720

I am rejecting this response because:
This means purchasing and buying from your site is completely waste of effort and time as you can cancel the order and promo code as you pleased. in that case this site is not trustworthy for any online shopping.
i would like to get 75% discount code or process my orders with same price.

Sincerely,

******* *********
Business Response
Date: 02/27/2024
Hi *******,
We do truly apologize for this and recognize your frustration, however, we are unable to honor this. In the event you decide to use the promotion code provided, it is still valid for your use until the provided expiration date!
Again, we do sincerely apologize for this inconvenience and hope to provide an improved shopping experience moving forward!
Best regards!
Customer Answer
Date: 02/27/2024

Complaint: 21328720

I am rejecting this response because:

Sincerely,

******* *********
Initial Complaint
Date:02/22/2024
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 Wednesday February 21st under Armour had a promo code. The code was named BUNDLE. You were able to get several clothes for 8 dollars. Astonished at the savings I purchased and made several orders. After being confirmed and having my card charged I received a email hours later saying your order has been cancelled.
Business Response
Date: 02/22/2024
Hi ****,
Thank you for contacting us.

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.
****************

We're really sorry for the poor experience. 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.
Best,
Lauren *
Sr CSR Lead
Initial Complaint
Date:02/20/2024
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.
Hello,

Yesterday, February 17, via *** tracking “item was returned it to the sender” per shipment ****************** from Under Armour order #US-******** and no explanation was given for this delay and needs to be rectified with a replacement or refund, if possible since my race day for Cowtown is less than a week away with what I wanted to use as my race day shoe is now lost
Business Response
Date: 02/20/2024
Hi, ******! I hope you’re doing well! It looks like when you
contacted us on 2/18/24, we attempted to send you the shoe again but
unfortunately, it was out of stock, so we refunded you in the amount of
$233.13, as after discounts, that is what you ultimately paid for the shoe. I’m
so sorry about that! You should see the refund back on your credit card in 3-5
business days, depending on your financial institution. Please let us know if
you don’t and if there’s anything else we can help you with! Good luck with the
race and please accept this promo code to use on a future order for the
inconvenience this has caused you!

Here is a 25% off promo code for your
next order!

Promo code: ***********************
Expiration date: 04/29/2024
*Terms & Conditions : Offer valid
on online purchases made before 4/30/2024. 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. Cash value 1/10?

Thanks and take care,

Heather **
UA Customer Service Team

1020 Hull Street
Baltimore, MD 21230
Initial Complaint
Date:02/20/2024
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 two pairs of leggings on January 17 2024 under order number US-******** totaling $61.12.

The items were returned via ***** tracking number ************ and received by the business on January 26 2024.

I have contacted the business repeatedly regarding my refund. They keep telling me that the warehouse is backed up and keep waiting.

I want my refund. The business is in possession of the items on this order and a refund is due. I find it hard to believe it takes over 3 weeks to process a return.
Business Response
Date: 02/29/2024
Good evening,
We apologize for any inconvenience that this delay in our return order processing may have caused you due to a significant increase in volume. Upon checking, your return order number ******** was successfully delivered on 02.26.24 via your ***** tracking number ************. The processing timeframe for your return order is around 22 business days however I was able to confirm in our internal system that you refund has been successfully processed in the amount of $61.12 and will post back to your original method of payment within 2-4 business days (excluding weekends). For any inconvenience, we have provided you with a 40% promo code via email and we truly do apologize for this issue. Your case number is ******** so if you have any questions and/or concerns, please feel free to reply directly to this email. Take care and have a great rest of your evening!
Here is a 40% off promo code for your next order!
Promo code: ***********************
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?
Sincerely,
Brenae *************
Senior Lead, ECommerce
Customer Service
1020 Hull St., Baltimore, MD 21230
Initial Complaint
Date:02/15/2024
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.
I placed an order for an exchange which took them a month to process. Since it took so long, I no longer needed the item. I sent the item back by mail ( order number ********) and I still have not been issued a refund. This is very frustrating.
Business Response
Date: 02/19/2024
Hi *********,
We apologize for the delay regarding your exchange order. Upon checking, the exchange order was delivered on 02/01 and a return was initiated for this gear and it was just received on 02/06.
Due to high volumes, our current return timeframe is 14-22 business days. Since your return was just received to our warehouse on 02/06 it is still within our processing timeframe.
Once it has been processed, you will receive an e-mail update on the status of your refund. Again, we do sincerely apologize for these delays.
Customer Answer
Date: 02/21/2024

Complaint: ********

My Return was received 2 weeks ago, not JUST a couple of days ago. It shouldn’t take a month to process a return!!! My original order was placed in December and it is now the end of February and this is still going on!!! Very poor customer service!!!!

Business Response
Date: 02/23/2024
Hi *********,
Upon checking, you returned the gear you received as an exchange, and that was delivered to our warehouse on 02/06, according to the return tracking: ****************. Therefore, you will need to allow additional time for your returned exchange to be processed, and an e-mail update will be sent on the status of your refund.
You can find additional information on our returns policy and timeframes by visiting ****************. Again, we do sincerely apologize for any delays!
Best regards!
Customer Answer
Date: 02/27/2024
Today is 15 business days and still no refund. This is completely unacceptable!
Business Response
Date: 03/01/2024
Hi *********,
Upon checking, your refund was already issued for your return as of 02/27, in the amount of $47.14 to the original method of payment used at the time the order was placed. Typically refunds can take up to 2-5 business days to reflect dependent upon your financial institution. Again, we do sincerely apologize for these processing delays.
Best regards!
Customer Answer
Date: 03/04/2024

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:02/12/2024
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.
After a long series of delivery issues with *****, Under Armour started shipping all of my orders *** or *** which I seriously appreciate. They have been doing this for over a year.

Which is why I am very disappointed to be submitting this complaint. They have returned to shipping my orders *****. I understand they have no control over the actions of *****, and may not have the ability to ship every order a specific way. However, their policy is very clear that they refund the shipping on orders that do not arrive and are returned, yet seem to be ignoring any request I make to do so.
Business Response
Date: 02/19/2024
Hi ******,
I apologize for the inconvenience this has caused. I have gone ahead and issued shipping refunds for the orders confirmed in your complaint. I sent emails from our internal system confirming the refund amounts and what order each refund is regarding.
In the future, please refrain from selecting express shipping on your orders. We use ***** for all express shipments, if you want a carrier aside from ***** it would be best to select standard shipping. However please keep in mind I cannot guarantee standard shipments will not ship via ***** as we have no control over what carrier is used on shipments. Please let me know if you have any further questions or concerns.
Best,
Lauren *.
Sr CSR Lead
Customer Answer
Date: 02/20/2024

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. However, I do take issue with a statement made by the business and would like to remind them and state for my records of correspondence.
"However please keep in mind I cannot guarantee standard shipments will not ship via ***** as we have no control over what carrier is used on shipments."
I find this difficult to believe given my previous purchase history. However, I would like to remind Under Armour that I have no preference on carrier. I very much appreciate you as a business going above and beyond to get my purchases delivered. If they fail to arrive, that would be a matter between you and your choice of package carrier. I would appreciate being reimbursed promptly for failed deliveries in the future. I am not in the habit of allowing ***** to dictate my choice of shipment speed, or anything else for that matter.

Sincerely,

****** *****
Initial Complaint
Date:02/08/2024
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.
Under Armour Order #: US********* was placed on 01/19/2024 and in that order I received (UA Elite Cargo Print Pants - SKU: 1373869-012-LG - Color: Pitch Gray (012), Size: LG) on 01/24/2024 and the pants were too small, so I immediately initiated a Return on (RMA #: ********). So, I shipped those pants back to Under Armour and they received that package on 02/02/24 with ***** Tracking #: *********042. Under Armour is supposed to Refund me for those Pants but I haven't received any acknowledgement of them receiving the package and haven't received any refund for the Pants. So right now, Under Armour has the money I paid for the Pants, and they have the Pants and I have nothing to show for it. The order is just sitting in limbo. Under Armour seems to have abandoned all their returns and responsibilities. I still need a refund of ($67.60) credited to my ****** Account for this Return to be complete!
Business Response
Date: 02/09/2024
Hi, *******! I hope
you’re doing well! According to ***** tracking number ************, it looks like we received your return of the
UA Elite Cargo Print Pants for order number US********* on 2/2/24 and our warehouse is currently
working on returns we received on 1/16/24 at the moment. We are just a little
behind because of the time of year. They should start processing it soon and
get the refund taken care of. We'll send an email once it has. I'm sorry for
the delay and thank you for your patience!
Please let me know if there's anything else I can help you with today and thank you for choosing Under Armour!

Heather V.
UA Customer Service Team

1020 Hull Street
Baltimore, MD 21230
Customer Answer
Date: 02/13/2024

Complaint: 21260272

Although I appreciate it, Under Armour's response doesn't resolve anything, but I guess I've got no choice but to accept it. However, I do want to add that it's hard to believe that a big company like Under Armour doesn't have the proper management or adequate staffing to handle the load. To be running a month or so behind on returns/exchanges is unheard of. Looks like a process change is desperately needed for Under Armour. And at this point, it may be quicker for Under Armour customers to either litigate their returns and exchanges through a small claims court or to drive to the nearest Under Armour retail store for an old school return/exchange.

Sincerely,

******* *********
Business Response
Date: 02/19/2024
Hi, *******!
I completely understand your frustration and am so sorry for
the delay. I don’t have an update for today, but as of 2/16/24, the warehouse
was working on returns received 1/17/24, but they have probably made progress
over the weekend and are working on a different date today. Our timeframe is
currently around 22 business days from receipt to refund, and we will email you as soon as the refund is made. I appreciate your patience and please let me
know if there’s anything else I can help you with today!

Thanks and take care,

Heather V.
UA Customer Service Team

1020 Hull Street
Baltimore, MD 21230
Customer Answer
Date: 02/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21260272, and find that this resolution is satisfactory to me.

Sincerely,

******* *********
Initial Complaint
Date:02/05/2024
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.
Under Armour Order #: US-******** was placed on 01/19/2024 and I received (UA Playoff Camo Jacq Polo - 1373694-410-** - Midnight Navy (410), *** and I also received (UA Playoff Camo Jacq Polo - 1373694-001-** - Black-White (001), *** from that order on 01/24/2024 and both of them had manufacturing defects so I immediately initiated an Exchange (Return Reference (RMA) #:S5509669) which is being processed as Order #: S5509669. So, I shipped those two items back to Under Armour and they received that package last month with ***** Tracking #: ************. Under Armour is supposed to ship me back new replacements (an exchange) for the Polo Shirts I sent back but I haven't received any acknowledgement of them receiving the package and haven't received any tracking number for the new Polo Shirts. So right now, Under Armour has the money I paid for the Polo Shirts, and they have those Polo Shirts and I have nothing to show for it. The order is just sitting in limbo. All I need is a new (Midnight Navy (410), ** Polo) and a new (Black-White (001), ** Polo) and the exchange will be complete.
Business Response
Date: 02/11/2024
Hello *******,
We received your concern and want to make things right! There has been a delay with our return order processing as we are currently working on return orders from 1/18/24. However, it appears that your return order was received on 1/31/24 via your ***** tracking number 270181353180 so your return order hasn't been processed/checked-in yet. Our returns team checks-in the orders in which they are received so it's likely that they haven't started working on returns for 1/31/24 just yet. Although, we apologize for any inconvenience that this delay may have caused you therefore, we have issued an expedited order for the UA Playoff Camo Jacq Polo; SKU: 1373694-001-LG and SKU: 1373694-410-LG at no additional cost. The estimated time of arrival for your new order is scheduled for the end of day on 02/14/24 and your confirmation number is C5609445. Once your original exchange order number #S5509669 has successfully been processed/delivered, please give us a call at **************** to have one of our representatives create a return label for you to return the gear or you can return the gear to a local UA store as well. Your case number is 04778276. Take care and have a great rest of your evening.
Sincerely,
****** ***** Burlong-*****
Senior Lead, E-Commerce
Customer Service
************************************************************************************;
Customer Answer
Date: 02/15/2024

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. I received the expedited packaged on 02/14/24 and the replacement shirts were much better than the originals. There were no defects this time, and these shirts were crisp and seemed to be made with better materials like they came from a totally different batch. I appreciate it.

Sincerely,

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

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Under Armour, Inc. is NOT a BBB Accredited Business.