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.

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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:01/30/2024
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 am an underarmour fan and also help out with a local charity to help teenagers be more active. I placed a series of large orders through UA's website through the email provided on this complaint. I was worried they would get cancelled so contacted the chat support and they said it might get cancelled but to reach out if it does. I was then referred to BSN which requires a W9 but since I'm only a volunteer I've been having difficulties getting authorization to represent myself on behalf of the organization (which is fair and I don't expect to have BSN access given this is the case). I have tried placing smaller orders but all of them get flagged. I am banned on UA's website because I was flagged for too large of orders (?) how does that make sense for a profit-maximizing organization? I contacted the chat and they told me I would have to create a new account but I imagine that one will just get flagged. I understand that there is a process but my account should not be banned because I was trying to help out an organization. I am requesting that my account be unbanned and that I be allowed to place orders once again. Furthermore, I understand that UA policy won't be changed for me, so I would like guidance on how to place orders (QTY/Size/etc.) without getting my account flagged and having to go through this exercise again. If that involves me becoming an "authorized bulk buyer" or whatever UA would call it, that is fine. I am happy to work with the necessary parties to make this happen.
Business Response
Date: 02/05/2024
Hi ******,
We sincerely apologize for this inconvenience, however, we are unable to process your orders moving forward. Since your previous purchases have been linked to a reselling business, we cannot complete any future online orders.
If you believe this is an error, you will need to contact the phone number provided by the representative you spoke with via SMS. If needed, you can reach our Operations team by phone at ###-###-####.
Customer Answer
Date: 02/05/2024

Complaint: ********

I am rejecting this response because: I literally just provided my explanation as to why I am purchasing in bulk. There is no reselling occurring. Multiple units are required for donation. How does this not make intuitive sense?
Business Response
Date: 02/05/2024
Hi ******,
In this case, you will need to contact a Teammate at ###-###-####. We do sincerely apologize for this inconvenience, we are unable to further assist with your inquiry as this is handled under a different department. Feel free to contact our Operations team at your earliest convenience to get this matter resolved. Best regards!
Customer Answer
Date: 02/05/2024

Complaint: ********

I am rejecting this response because: That is literally the point of me filing this claim and the reason why BBB exists. I have called all of the phone numbers and pulled all of the levers. BBB is public because it shows that businesses aren't doing the right thing. I'm trying to DONATE this stuff. Like come on. You really can't escalate this on your end? I have been repeatedly redirected and it is heinous that this is continuing. PLEASE escalate it on your end. This doesn't make sense.
Business Response
Date: 02/09/2024
Hi Camden,
Your name and email address are attached to the for-profit* *** ********* ******** (Company #*********). The shipping address you are using is also the address this LLC is registered to. Please feel free to shop at a local Under Armour store for any further purchases!
Initial Complaint
Date:01/30/2024
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 2 hoodies online from **, they did not fit. I returned both hoodies using the label provided by **. I have called several times to inquire about my refund and keep getting conflicting information about when I will receive my refund. It has been 17 days since they received my return and still have not received a refund.Order #US26470309 tracking #************
Business Response
Date: 01/31/2024
Hi ******,

Unfortunately we cannot assist with any further orders or returns placed on ******. No new orders will be accepted and no returns will be refunded due to consistent issues with your account. If you prefer to shop or return any gear from Under Armour, it will need to be directly through a retail store. Any disputes can be filed directly through your bank/financial institution. Please see the following information below confirming why your refund has been denied. I have also provided a direct link to this information which can be found in our Return Policy on ******.

"If there appears to be fraud or abuse of policy, we may choose to decline your return."

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

Please let me know if you have any further questions.

Best,
****** S
Sr Lead CSR
Business Response
Date: 01/31/2024
Hello BBB Team,

I wanted to provide more info on this complaint. Unfortunately this cu has been denied a refund directly by our fraud team. It seems this cu has made a high number of returns and somehow the return either ends up lost or once it is received and processed the package is empty. We are no longer accepting any online orders or returns from the customer due to this.

On January 11, our fraud team confirmed the following info:
"adding a comment on most recent case

We are not to refund this cu anymore, she is now under no more orders and no more returns.

- Our terminology: Cite returns have not gotten back to us, returns team has not checked in the merchandise, so unfortunately we cannot issue the refund"

We recently made a final accommodation for this cu in BBB complaint ********. Unfortunately no further accommodations can be made due to the account history. Please let me know if there are further issues or concerns regarding this customer.

Best,
Lauren
Customer Answer
Date: 02/01/2024

Complaint: 21214136

I am rejecting this response because:

I have filed a dispute with my credit card company.

Sincerely,

****** *******
Initial Complaint
Date:01/22/2024
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 December 6 I purchased a rain jacket from under Armour outlet online I opted to use the PayPal pay in 4 as my form of payment. Jacket was a Christmas gift for my husband, but was ill fitting. I went to the under Armour website to inquire about returns and found that I could take it to a store relatively close to my house for a refund. Upon arriving at the store, I took my receipt and my item to the register, the cashier scanned the receipt and the item, and then informed me that once it is shipped back to the warehouse, my return would be initiated. Nowhere on the under Armour website, did it say that my money would not be returned to me when I returned the item to the store. This return was initiated on January 2, I received the FedEx confirmation On January 5 that my return was received by the warehouse. Since receiving my return, I have completed the PayPal plan! Making payments on an item that I have returned 3 weeks ago! It is now January 20 and I have still not received my refund. After numerous phone calls to customer service I have been told that due to the holiday season in the high return volume that their turnaround for logging in the returns is longer than usual. This is unacceptable if I had known that they were going to ship it from the store to the warehouse, I could have printed the label at home and sent it myself. This type of turnaround time and lack of customer service is disastrous for a company of this size. Poor customer service and abysmal business practices. Not only have I spent money but I have also wasted a significant amount of time trying to get answers about my refund. Please help, not only would I like my money back as I have returned their item. I also would like to be compensated for the time and effort I am still putting forth in attempts to retrieve my money. order #********
Business Response
Date: 01/23/2024
Hi, *****! I hope you’re doing well! I’m so sorry about all
of this! We received your return on 1/5/24 and as per the return policy page on
our website (****************),
it can take 14 business days for us to process returns, as it is our busiest
time of year for that. Today is the 12th business day. However, I
can manually refund you, but I can’t do it back to PayPal, as the system won’t allow
me to. You can either wait for the refund to be processed back to PayPal, or I
can refund it now back to a credit card. I would need to call you to obtain your
credit card information as I can’t take it over email for security purposes. If
this works for you, please provide me with a good number and time to call you
so we can get this resolved.
I can issue you a $20 Under Armour electronic gift card
for the inconvenience this has caused. Please let me know how you would like to
proceed!

I look forward to hearing back from you,

Heather
V.
UA Customer Service Team

1020 Hull Street
Baltimore, MD 21230
Customer Answer
Date: 01/24/2024
They did finally process my refund last night. However the service representative I spoke to was very short and unapologetic. I did not receive a store credit nor was I offered one. Happy to finally get my money back but certainly one of the worst most frustrating experiences as a consumer to date.
Initial Complaint
Date:01/19/2024
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 2 sweatshirts online and neither one fit. I returned both of them using the label I printed off from UA website. UA received my returned on 1/10/2024 but I have not received a refund. I called UA on 1/18/2024 to inquire about my refund and was told it will take 2 months for my refund to process. I have never heard of a refund taking this long. The representative I spoke with could have cared less that I haven't received my refund. When I questioned her on the refund policy, I was told the warehouse is processing returns from 12/23/2024 and due to the holiday season, it will take 2 months. I was not able to find that information on their website and questioned whether the website has been updated since 2023, as when I was looking, I noticed the copyright at the bottom of the website still had the 2023 date listed. I asked the representative to transfer me a supervisor and was told repeatedly they would give me the same information and if I was to file a dispute with my CC company there would be consequences.
Order#US-********
Business Response
Date: 01/24/2024
Hello Team,
For this concern, we apologized to our customer for any inconvenience that the delay in order processing may have caused them. Therefore, we have successfully processed a refund in the amount of $120.00 back to our customer's original method of payment for their return order number ********. Also, we provided a 40% off promo code for our customer to apply to their next U order as we wanted them to know how much we appreciate them being a loyal UA customer. All information was effectively communicated and sent to our CU via email for their case number ********.
Sincerely,
Brenae ***** *************
Senior Lead, E-Commerce
Customer Service

1020 Hull Street
Baltimore, MD 21230
Initial Complaint
Date:01/18/2024
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.
Order number -**********, was never received. I reached out via email numerous times to the consumer and have not received any response to my inquiry, Horrible customer service
Business Response
Date: 01/24/2024
Hi *******,
We're sorry to hear you did not receive your gear. In order to process your refund we will need to speak with you directly over the phone as we do not have access to your payment details, and we are unable to take payment information via e-mail. We have sent a follow up directly to your e-mail with additional information, and to provide us with a good time to contact you.
Best regards!
Customer Answer
Date: 01/26/2024

Complaint: ********

I am rejecting this response because:I called yesterday and provided my phone number for someone to contact me back still no response but they responded to the BBB inquiry

Sincerely,

******* *******
Business Response
Date: 01/30/2024
Hi *******!
Upon checking, your refund was processed under confirmation number ******** in the amount of $96.88 to the method of payment you provided over the phone with one of our representatives on 01/26.
A confirmation e-mail was also sent at the time the refund was processed for your records. Please allow up to 2-5 business days for funds to reflect to your account, depending on your financial institution.
Again, we do sincerely apologize for any delays and inconveniences.
Best regards!
Initial Complaint
Date:01/17/2024
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 items from under armour online. Order number US-26179069. I ordered this on dec 26 2023. The order arrived in two different packages. In the package that was supposed to contain 3 items there was only one item in there. I was missing UA Armour Fleece Pants
Sku: 1373360-001-LGT
Size: LGT
Color: Black (001) and UA M CGI Hoodie
Sku: 1382181-001-LG
Size: LG
Color: Black (001). I immediately contacted US support chat. They said there had to look into it. I asked for a refund of these two items. Two days went by and didn’t hear anything. I contacted them again and received the same info. 2 more day go by and I have to contact them again and this time the person said that dept wasn’t answering and she would email me after talking to them. The next day I did get a email but only to say no one has replied to her yet. 3 more days go by and I have to contact them again and this time she tells me that they person that was working on it would email me this was on a Thursday and she said I should hear something by next week. I received and email saying their tracking info shows I received the package and there were not going to refund me. I replied to the email saying I received it but items were not included and have not heard anything back. I would like these two items refunded as I didn’t receive them and paid for them. I have contacted them 5 times via their online chat option on this issues a two more times via email.
Business Response
Date: 01/19/2024
Hi ***,

Thank you for contacting Under Armour concerning your order US**********

We're sorry to hear you didn't receive your gear. According to our tracking information, your package was correctly delivered to your shipping address requested.

We will unfortunately be unable to process any accommodation for your most recent claim. Feel free to reach out to your credit or banking institution for further assistance with this issue.

Best regards,
Lauren *
Sr CSR Lead
Business Response
Date: 01/19/2024
Hello BBB Team,
I wanted to follow up with further info on why we have denied this customer's refund request. The notes below are from our fraud team who must approve claim requests after a certain amount of claims have been filed. Please let me know if any further info is needed.
REFUND DENIED - CU has exhausted ALL missing items claims since 9/2023 - See Below:

(4) claims in December alone

PO Date: 12/26/2023
************ - Delivered 12/29/2023 w/ photo - Bag does NOT look tampered. Looks like a full PKG 3 lbs / 1.36 kgs

$63.30 + $58.03 =$121.33

See Claims Timeline Below:

9/3/2023- US-******** - Refund issued - Missing Items
12/1/2023- US-******** - Refund issued - Missing Items
12/5/2023 - US-******** - Refund issued - Missing Items
12/7/2023- US-******** - Refund issued - Missing Items

CU has numerous price adjustments via Customer Service
Initial Complaint
Date:01/16/2024
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.
Return for order US-******** was delivered back to Under Armor on 12/6/2023. However, to this date (1/9/2024), I have been unable to get the charge refunded by the business.
Business Response
Date: 01/17/2024
Hi! I'm so sorry about the delay and I appreciate your patience! We have refunded you $152.88 for order US-******** to the payment method you provided. Please allow 3-5 business days for it to appear on your account. Please let me know if there is anything else I can help you with!

Thanks for choosing Under Armour and I hope you have a great day!

Heather V.
UA Customer Service Team

1020 Hull Street
Baltimore, MD 21230
Initial Complaint
Date:01/08/2024
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.
The issue is I have yet to be refunded in the amount of $150.85 for returns from my Under Armour order #******** (placed 11/25/23). The return was received and accepted by UA on 12/18/23. UA's 12/19/23 email confirming receipt stated a refund would be issued within 14 days. It has been longer than 14 days. UA customer service is not responding.

Important info: I had returns for two separate UA orders (#******** and #********), and both returns were shipped in two separate boxes at the same time using the shipping labels provided by UA. When I received a refund confirmation for order #********, I confirmed the tracking number and realized that I had accidentally switched the shipping labels. I called UA on 12/13/23 to inform them that the labels were switched, but the products, return slips, copies of the original orders, and return information inside each package were correct. I was given case #04502540. I received an email on 12/16/23 from Kristel in UA customer service stating I needed to wait to receive a refund, which made no sense. I replied/explained why I originally called customer service and asked for a follow-up, but never heard back. I sent another email to UA customer service on 01/02/24. I have not heard back. Even more worrisome, the return info for order #******** is no longer listed on my UA dashboard. This is wrong. UA sent email confirmations for returns from both orders/packages, so UA has the items I returned.

Info for both orders is included due to the switched labels. Included with this note are: proof of return delivery (***** tracking #s ************ & ************); emails with UA; confirmations for both UA orders; UA-provided shipping labels/confirmations; UA return acceptance confirmations; and the UA return summary for order #********, which I printed 12/15/23 (prior to it disappearing from my dashboard). As shown in the documentation, the returns were accepted by UA, so my refund of $150.85 order #******** should be issued. Ty.
Customer Answer
Date: 01/10/2024
After filing my original complaint with BBB, I received an email from Under Armour stating it reversed the refund of $157.25 for order #******** when all items were returned to UA. Why did this happen weeks after issuing the refund? This seems suspect. In my original BBB complaint, I supplied documentation to support UA receipt of this return along with the return for order #********. Now UA owes me refunds for both returns: Order #******** in the amount of $157.25 and order #******** in the amount of $150.85. UA is effectively stealing from me at this point and needs to immediately address this and issue the refunds. I need answers. Thanks.
Business Response
Date: 01/16/2024
Good morning *****! We apologize for the delays regarding your return inquiry. Upon checking, your refund has already been issued for your order US-********, for the following items: 1379289-035-MD, 1361494-012-MD, 1361494-410-MD, 1373724-408-MD, for a total refund amount of $150.85 which was issued to your Paypal.
Due to the switched labels, your refund was not properly issued for your order US-********, which has now been correctly refunded in the amount of $157.25 to your original method of payment. Please allow up to 2-5 business days for funds to reflect to your account dependent upon your financial institution.
We have also sent a confirmation e-mail for your refund that was issued under case number, ********. Feel free to let us know if you still need any further assistance!
Customer Answer
Date: 01/18/2024

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:01/08/2024
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 ordered the same sweatshirt twice yesterday 01/04 . I called early this morning to rectify this. They said the product was not yet shipped. But they won’t cancel one of the two orders. It hasn’t shipped yet. ****** does this for customers; why can’t they?
Business Response
Date: 01/15/2024
Hi Mr. *********
I apologize for the negative experience you have encountered with our brand. Once an order is placed, there is an hour window that allows for changes or cancellations. This is confirmed on UA.com here - ****************
We allow free returns and exchanges within 60 days of purchase. However, if the order has been disputed the refund will not process due to this.
Please let me know if you have any further questions or concerns.
Best,
Lauren S
Sr Lead CSR
Initial Complaint
Date:01/08/2024
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.
This complaint is in reference to case number Case ******** and ********. I repeatedly contacted Under Armour about 3 returns that had pending refunds. Under Armour chose to give me gift cards instead of refunding the money to the original form of payment. I called several times and also made two lengthy online chat inquiries to try and resolve the issues. I was told by three different team members that the refunds would be adjusted and sent to the original form of payment. To date, nothing has been done.

The orders in question are:
US-********, US-********, and US-********

Amounts to be refunded:
96.86
13.57
78.13
19.61

Again, I did not request refunds to be issued in the form of gift cards.

Please advise.

Thank you,

***** ******
Business Response
Date: 01/15/2024
Hello,
For this concern, we apologized to our customer for any inconvenience that this may have caused them. Then we processed a refund back to their personal bank card in the amount of $208.17 with a refund confirmation number of ******** and sent our customer a follow up email. In addition, we also provided our customer with a 40% off promo code which they can apply to their next order and provided them with their case number ******** to encourage them to follow up for any further questions and/or concerns.
Brenae ***** *************
Senior Lead, E-Commerce
Customer Service

1020 Hull Street
Baltimore, MD 21230

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