Sportswear Manufacturer
Under Armour, Inc.This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Sportswear Manufacturer.
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.
- 39 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/15/2023
Type:Billing IssuesStatus: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.
Attempted to order using me Id.me account which is 40% “heroes” discount. During checkout the sign in was not working and no discount applying. With an error code on the top left of the screen that said it was an issue on their end. I called in and placed the order by phone for regular price with a promise that there would be a price adjustment before items shipped. I was told by next morning for sure I would have a follow email- no email came. I called again and was advised that they could apply 40% to the items regular priced and remove the discount already offered on other items and replace that with 40 % discount. I was also told to clear my browsing history and try to log in again but again, the same problem was occurring and now several items were out of stock. I emailed the person o spoke with to advise there had been no change yo being able to apply the discount. No reply in 2 days. I have also tried calling in again to report this but the wait time has been too long. Meanwhile the items have nearly all shipped at full price. Would like the price adjustment as promised. Case number ******** for UA file reference.Business Response
Date: 11/21/2023
Hi, Janet!
I’m so sorry about all of this. According to our records, we issued you a refund in the amount of $82.52 to the Visa ending in 4186 on 11/15/23 for the 40% off ID.ME promotion. The Girls' UA Rival Fleece Big Logo Print Fill Hoodie, the Girls' Pre-School UA Assert 10 AC Running Shoes and the Little Boys' UA Fleece Branded Zip-Up Hoodie Set already had a 25% off discount on them at the time the order was placed, so we added an additional 15% to them for a total of 40% off. We also took off the 40% on the Women's HeatGear® No-Slip Waistband Ankle Leggings and the Boys' Pre-School UA Scramjet 4 Running Shoes. Please let me know if you don’t see this on your end and I appreciate your patience! Please let me know if there’s anything else I can assist you with today!
Thanks and take care,
Heather V.
UA Customer Service Team
**** **** ******
********** ** *****Bureau Response
Date: 11/22/2023
Janet ******
** **** ****** *****
****** ******** *** *** ******
Dear Janet ******:
This message is in regard to your complaint submitted on 11/10/2023 against Under Armour, Inc.. Your complaint was assigned ID *********BBB has received a formal response
from Under Armour, Inc.. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
MESSAGE FROM BUSINESS:
Hi, Janet!
I’m so sorry about all of this. According to our records, we issued you a refund in the amount of $82.52 to the Visa ending in 4186 on 11/15/23 for the 40% off ID.ME promotion. The Girls' UA Rival Fleece Big Logo Print Fill Hoodie, the Girls' Pre-School UA Assert 10 AC Running Shoes and the Little Boys' UA Fleece Branded Zip-Up Hoodie Set already had a 25% off discount on them at the time the order was placed, so we added an additional 15% to them for a total of 40% off. We also took off the 40% on the Women's HeatGear® No-Slip Waistband Ankle Leggings and the Boys' Pre-School UA Scramjet 4 Running Shoes. Please let me know if you don’t see this on your end and I appreciate your patience! Please let me know if there’s anything else I can assist you with today!
Thanks and take care,
Heather V.
UA Customer Service Team
**** **** ******
********** ** *****Bureau Response
Date: 11/27/2023
Gemma ********
Under Armour, Inc. **** **** ** *** ***
********* ** *****
Re: ID * ******** - Janet ******
Dear Gemma ********:
Thank you for your recent response to Janet ******. We have not yet heard from the consumer and are closing this case as answered.
Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####Bureau Response
Date: 11/27/2023
Janet ******
** **** ****** *****
****** ***** ** *** *** ******
Re: ID * ********* Under Armour, Inc.
Dear Janet ******,
We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”
Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####Initial Complaint
Date:11/13/2023
Type:Product IssuesStatus: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 Armor has a return process built for the 1950s. You box, print label, locate a ***** shipping station and send product back to Under Armor, you must wait up until 14 BUSINESS days, to receive your refund, Thats more of a penalty for returning, than a legitimate business practice.Business Response
Date: 11/14/2023
Hi *****,
I am so sorry for the inconvenience caused by this experience. Our returns processing timeframe is ***** business days once the return is received to our warehouse. You can view this information under our Return Policy on ******. I have provided the link below for your convenience. Your internal case number is 04296795.
*********************************************************************************************************
Best,
****** S
Customer Answer
Date: 11/15/2023
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:11/01/2023
Type:Product IssuesStatus: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 no. ***********
This is my first time to order from under armour, i was at home the whole day and i got an email that my package was delivered. i went and checked my front door but there was nothing in there, i checked the mailbox and there was none as well. please help me i contacted through live chat and they sent me an email to fill out an affidavit but theres no promised date.Business Response
Date: 11/02/2023
Hi Mr. *******,
Thank you for your inquiry.
I apologize that you did not receive your order. Due to the high value of your order being over $250, it is company policy that an affidavit has to be filled out for our claims team to review the non delivery claim. Once we receive your completed affidavit, please allow 5-10 business days for our claims team to research this issue. Once our claims team has come to a decision, you will be contacted via email regarding a possible replacement or refund for the package.
Please let me know if you have any further concerns. Your internal case number is *********
Best,
Lauren S.
Sr CSR Lead
Bureau Response
Date: 11/03/2023
P *******
**** *****
Dear P *******:
This message is in regard to your complaint submitted on 10/31/2023 against Under Armour, Inc.. Your complaint was assigned ID *********BBB has received a formal response
from Under Armour, Inc.. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
MESSAGE FROM BUSINESS:Hi Mr. *******,
Thank you for your inquiry.
I apologize that you did not receive your order. Due to the high value of your order being over $250, it is company policy that an affidavit has to be filled out for our claims team to review the non delivery claim. Once we receive your completed affidavit, please allow 5-10 business days for our claims team to research this issue. Once our claims team has come to a decision, you will be contacted via email regarding a possible replacement or refund for the package.
Please let me know if you have any further concerns. Your internal case number is *********
Best,
Lauren S.
Sr CSR Lead
Customer Answer
Date: 11/05/2023
Complaint: ********
I am rejecting this response because:As soon as they ask me to fill out the affidavit form i did it right away. its been 5 days and no updates still.
Sincerely,
P *******Business Response
Date: 11/08/2023
Hi Mr. *******,
Our claims timeframe is 5-10 business days from when your affidavit is received. We received the affidavit on 10/31, therefore 10 business days is 11/14. Please allow our team until November 14 at the latest to provide you with an update. We truly appreciate your patience while our team works on your claim. Your internal case number is *********
Best regards,
Lauren S
Sr CSR Lead
Bureau Response
Date: 11/08/2023
P *******
**** *****
Dear P *******:
This message is in regard to your complaint submitted on 10/31/2023 against Under Armour, Inc.. Your complaint was assigned ID *********BBB has received a formal response
from Under Armour, Inc.. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
MESSAGE FROM BUSINESS:Hi Mr. *******,
Our claims timeframe is 5-10 business days from when your affidavit is received. We received the affidavit on 10/31, therefore 10 business days is 11/14. Please allow our team until November 14 at the latest to provide you with an update. We truly appreciate your patience while our team works on your claim. Your internal case number is 04269184.
Best regards,
Lauren S
Sr CSR Lead
Bureau Response
Date: 11/13/2023
Gemma ********
Under Armour, Inc.
**** **** ** *** ***
********* ** *****
Re: ID # ******** - P *******
Dear Gemma ********:
Thank you for your recent response to P *******. We have not yet heard from the consumer and are closing this case as answered.
Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####Bureau Response
Date: 11/13/2023
P *******
* ** *****
Re: ID * ********- Under Armour, Inc.
Dear P *******,
We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”
Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####Customer Answer
Date: 11/13/2023
I still have not received any updates from them, its almost 10 business days already.Business Response
Date: 11/15/2023
Hi Mr. *******,
Your claim was approved yesterday. Our team issued a refund for the package that was not received.
Best regards,
Lauren S.
Sr Lead CSR
Bureau Response
Date: 11/16/2023
P *******
**** *****
Dear P *******:
This message is in regard to your complaint submitted on 10/31/2023 against Under Armour, Inc.. Your complaint was assigned ID *********BBB has received a formal response
from Under Armour, Inc.. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
MESSAGE FROM BUSINESS:Hi Mr. *******,
Your claim was approved yesterday. Our team issued a refund for the package that was not received.
Best regards,
Lauren S.
Sr Lead CSR
Bureau Response
Date: 11/21/2023
Gemma ********
Under Armour, Inc. **** **** ** *** ***
********* ** *****
Re: ID * ******** - P *******
Dear Gemma ********:
Thank you for your recent response to P *******. We have not yet heard from the consumer and are closing this case as answered.
Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####Bureau Response
Date: 11/21/2023
P *******
* ** *****
Re: ID * ********- Under Armour, Inc.
Dear P *******,
We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”
Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####Initial Complaint
Date:10/26/2023
Type:Delivery IssuesStatus: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.
First order placed was #US-23951284 second order was #US-23965326. Order 1 was placed on 10/22, then canceled on 10/23. Next order was placed on 10/24 and I found out on 10/25 that was canceled. No reason has been given for either cancellation. I called customer service and after about 30 minutes on and off hold, the guy was not able to offer me any help but told me to go to a store to complete me purchase. There is no store near me. Thats why I am ordering online. I asked for other options and he literally said there were no other options for me to order over $600 worth of stuff.Business Response
Date: 10/26/2023
Hello Stevi,
Thank you for your inquiry.
A dispute was filed for your order US-18025782. This dispute will need to be settled with the bank in order for you to place any further online orders.
Best regards,
****** S
Sr Lead CSR
Customer Answer
Date: 10/26/2023
Complaint: 20782595
I am rejecting this response because my credit card company is not the problem. Ive submitted multiple orders, via the app and on a computer, with two different cards, on and off WiFi - Ive tried every combination and then called customer service to get some help. None was offered. I assure you that my credit cards with $50,000 limits can handle a $500 charge. My cards are not the problem.
Sincerely,
***** *****Business Response
Date: 11/01/2023
Hi *****,
The credit card is not the issue. The dispute that was filed with your bank for order US-18025782 is the problem. This dispute will need to be settled with the bank in order for you to place any further online orders.
Best regards,
****** S
Sr CSR Lead
Customer Answer
Date: 11/01/2023
Complaint: 20782595
I am rejecting this response because Im not aware of any complaints filed with a banking institution. Can I get more details about this?
Sincerely,
***** *****Initial Complaint
Date:10/19/2023
Type:Product IssuesStatus: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 am writing to file a formal complaint against Under Armour, which relates to an absolutely intolerable situation involving a gift card I had purchased. This grievance has not only been deeply frustrating but has also demonstrated a severe lack of customer care on Under Armour's part. My case number is ********.
In May, 2023, I acquired an Under Armour gift card with a generous balance of $115. Gift Card Code: ****************
PIN: ********
I attempted to redeem the gift card at an Under Armour store. However, to my absolute dismay, the store's staff informed me that the card had a balance of $0.57. This experience was not only deeply inconvenient but also deeply disappointing, given that the gift card was intended as a thoughtful present.
I contacted Under Armour's customer service, hoping for a swift resolution to this issue. I was promised by their representatives that a responsible individual from their team would follow up with me to investigate and address the situation. However, despite waiting for an inordinate amount of time, not a single individual from Under Armour had the courtesy to reach out to me to address my concerns or provide any form of assistance in resolving this matter.
Given the blatant disregard for customer satisfaction and the unexplained depletion of the initial gift card balance, I am left with no option but to demand, in no uncertain terms, a full refund of the $115 or the immediate issuance of a replacement gift card with the original balance.
It was purchased from egifter. I had checked the balance numerous times after it was received to verify the amount. Under Armour is blaming egifter, when clearly they are not standing behind their service agreement.
I insist on a prompt response from Under Armour that outlines their course of action for resolving this gift card issue.
I anticipate your swift and effective intervention in this matter.Business Response
Date: 10/25/2023
Hello Mr. ****,
Thank you for your inquiry.
I want to start off by apologizing for the inconvenience this issue has caused you, as well as for the delay getting this resolved. I have successfully reloaded your gift card and there is now a balance of $140. I reloaded the previous balance of $115 and issued an additional $25 as a further accommodation. I truly am sorry for the lack of service you received. Please let me know if I can further assist in anyway possible.
Best regards,
****** **
Sr CSR Lead
Customer Answer
Date: 10/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20745619, and find that this resolution is satisfactory to me.
Sincerely,
**** ****Initial Complaint
Date:10/16/2023
Type:Product IssuesStatus: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 an order online (#***********), T-shirt and UA underwear. The items did not fit so I returned them via the shipping label provided by UA. Tracking #************
I called customer service and asked to speak with a supervisor. I was then hung up on and called back again, only to receive another hang up because they "couldn't hear me"Business Response
Date: 10/19/2023
Good evening *******
Thank you for reaching out and I want to apologize for the inconvenience caused by your previous inquiries.
I am seeing that we emailed your electronic gift card refund on October 16, 2023. Please check your email for the message containing your gift card and pin number.
For future returns, please also keep in mind our returns processing timeframe of 10-14 business days from the date we receive the return to our warehouse.
Best regards,
Lauren S.
Sr CSR Lead
Initial Complaint
Date:09/25/2023
Type:Product IssuesStatus: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 4.13.2023, I placed an order for a pair of cleats from UA.com and they have charged my credit card for 34.47 cents. The Cleats had a manufacturing defect and UA.com recognized the manufacturing defect but will not replace the item they do not have the item in stock. They will also not refund me or credit towards another purchase as UA claims that I have not been charged. On the contrary, ***** ****** card was charged for 34.47 cents. No matter what I try, there is not trace of this transaction on UA.com and they will not help me as customer. Now I have lost 34.47 and ended up with a defective product with in 6 month of buying this product. Attached is the documents that proves my side of the story.Business Response
Date: 09/27/2023
Hi Mr. *******,
I apologize for the inconvenience the cleats have caused you. Our agents confirmed the correct information when you contacted us, unfortunately you were never charged for this order. There is no existing payment method or any charges for this order on file. If anything, you could possibly be seeing the pending pre authorization charge that hits your account when the order is placed. However this charge falls off of the account within 3-5 business days.
For any further issues with this charge, please contact the bank to open a dispute as there is no record of such charge anywhere in our internal system. I apologize again for any inconvenience this situation has caused and have provided a promo code towards a future order below.
Here is a 25% off promo code for your next order!
Promo code: ***********************
Expiration date: 01/01/2024
*Terms & Conditions : Offer valid on online purchases made before 01/01/2024. 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?
Best regards,
Lauren S
Sr CSR LeadBusiness Response
Date: 10/02/2023
Hi *******,
Unfortunately I cannot process a direct refund since our system does not reflect the charge you are referring to. However, I am happy to send you an electronic gift card as you previously confirmed would be acceptable as a solution for this issue. Please let me know if this still works with you and I can get this processed today.
Best,
Lauren S.
Sr CSR Lead
Customer Answer
Date: 10/03/2023
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:09/22/2023
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased items that were too big for my son. I returned them and when I track it it shows proof of delivery on 8/29. Its not the third week of September and I have yet to receive my refund. The amount I added below is the refund expected.Business Response
Date: 09/26/2023
Hi ****,
Regarding your recent return S3719845, we issued an electronic gift card as your refund in the amount in $205.91 on September 6.
Please let me know if you have further concerns. Your internal case number is 04158330.
Best,
Lauren
Sr. CSR Lead
Customer Answer
Date: 09/26/2023
I was told they sent me an electronic gift card. This is not acceptable. I returned the items in a timely manner and expect to receive my money back, not a gift card to their store. I have nothing else to buy from this store. This is unacceptable.Business Response
Date: 09/27/2023
Hi *******,
S3621069 is the original return the consumer created. However this return was canceled and a new return was processed. S3719845 is the new return that processed successfully. It seems our agent selected an e gift card refund instead of the consumer's original payment method. I have contacted the consumer to check her availability so that I can call and confirm the correct payment info for the refund to go back to.
Best,
****** S
Customer Answer
Date: 09/28/2023
Complaint: 20635114
I am rejecting this response because:I am not sure what kind of funny business they are trying to pull here, however, this statement is not true. I did not select to have it put on a gift card. In fact, when ****** emailed me her response was "I apologize for the inconvenience. Your order indeed should have been returned to the original payment method used..." Also, they have removed my return from my account history so I don't have access to it. I used Klarna for the purchase and it needs to be refunded back to them so that they can refund me.
Sincerely,
**** *******Business Response
Date: 09/28/2023
Hi Team,
The customer was successfully refunded to her original payment method, Klarna, earlier today. I have emailed her refund confirmation from our internal system. Please let me know if anything further is needed.
Best,
Lauren
Customer Answer
Date: 09/29/2023
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:09/11/2023
Type:Customer Service IssuesStatus: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 ***********
The UA Charged Bandit TR 2 SP men’s 9.5 inch shoe. The right shoe is smaller than the left you can visually see thi** I tried to exchange and all the sizes are sold out. I am a nurse and these shoes are hurting my feet.Bureau Response
Date: 09/11/2023
Gemma ********
Under Armour, Inc.
**** **** ** *** ***
********* ** *****
Dear Gemma ********:
Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 9/10/2023 and was assigned an ID of *********
How do I take care of this?
Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left. All responses will be copied to the complainant.If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************What should I include in my response?
Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.
Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
What will happen if I do not submit a response and what can I expect to happen next?
If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
We look forward to helping you and your customer work toward an amicable resolution.Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####CUSTOMER EXPERIENCE INFORMATIONCustomer Information:Kyle ********** ****** **
*********** ** *****Daytime Phone: ###-###-####
E-mail: ***************************The details of this matter are as follows:Complaint Involves:
Customer Services IssuesCustomer’s Statement of the Problem:
Order ***********
The UA Charged Bandit TR 2 SP men’s 9.5 inch shoe. The right shoe is smaller than the left you can visually see this. I tried to exchange and all the sizes are sold out. I am a nurse and these shoes are hurting my feet.
Desired Settlement:
Contact by the business
Bureau Response
Date: 09/11/2023
Kyle *******
*** ****** **
*********** *** *****
Dear Kyle *******:
Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/10/2023 against Under Armour, Inc.. Your complaint was assigned ID *********
Now that I have filed, what is the next step?
We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.
What if I do not agree with the response from the business?
It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org
What happens if a business does not respond?
BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.
Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.
Sincerely,Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####Business Response
Date: 09/14/2023
Hi Kyle,
Thank you for your inquiry.
Our return policy allows for returns and exchanges within 60 days of purchase. Since the size you need for exchange is out of stock, I have emailed a return label over so you can return the shoes for a refund. Additionally, I have emailed you from our internal system. Should you have any further issues, please reply directly to that email and I am happy to further assist. Your internal case number is *********
Best regards,
Lauren **
Sr CSR Lead
Bureau Response
Date: 09/15/2023
Kyle *******
*** ****** **
************* *****
Dear Kyle *******:
This message is in regard to your complaint submitted on 9/10/2023 against Under Armour, Inc.. Your complaint was assigned ID *********BBB has received a formal response
from Under Armour, Inc.. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
MESSAGE FROM BUSINESS:Hi Kyle,
Thank you for your inquiry.
Our return policy allows for returns and exchanges within 60 days of purchase. Since the size you need for exchange is out of stock, I have emailed a return label over so you can return the shoes for a refund. Additionally, I have emailed you from our internal system. Should you have any further issues, please reply directly to that email and I am happy to further assist. Your internal case number is *********
Best regards,
Lauren **
Sr CSR Lead
Bureau Response
Date: 09/15/2023
Kyle *******
*** ****** **
************* *****
Dear Kyle *******:
This message is in regard to your complaint submitted on 9/10/2023 against Under Armour, Inc.. Your complaint was assigned ID *********BBB has received a formal response
from Under Armour, Inc.. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
MESSAGE FROM BUSINESS:Hi Kyle,
Thank you for your inquiry.
Our return policy allows for returns and exchanges within 60 days of purchase. Since the size you need for exchange is out of stock, I have emailed a return label over so you can return the shoes for a refund. Additionally, I have emailed you from our internal system. Should you have any further issues, please reply directly to that email and I am happy to further assist. Your internal case number is *********
Best regards,
Lauren **
Sr CSR Lead
Customer Answer
Date: 09/15/2023
Complaint: ********
I am rejecting this response because: Now I have to go out and buy another pair of shoes and wait for these to be returned. I need some kind of compensation as they are out of stock. As a nurse these are my work shoes and created injuries to my right great toe as well. A credit wouldn't hurt for all the hassle and pain.
Sincerely,
Kyle *******Business Response
Date: 09/17/2023
I have since communicated with the consumer to confirm our easy and hassle free returns process. The consumer has been emailed a return label and once returned a refund will be issued to his original payment method. I even confirmed that if he has trouble getting to a Fedex location, he can arrange a pick up on their website.Bureau Response
Date: 09/18/2023
Kyle *******
*** ****** **
************* *****
Dear Kyle *******:
This message is in regard to your complaint submitted on 9/10/2023 against Under Armour, Inc.. Your complaint was assigned ID *********BBB has received a formal response
from Under Armour, Inc.. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####
MESSAGE FROM BUSINESS:
I have since communicated with the consumer to confirm our easy and hassle-free returns process. The consumer has been emailed a return label and once returned a refund will be issued to his original payment method. I even confirmed that if he has trouble getting to a FedEx location, he can arrange a pickup on their website.Customer Answer
Date: 09/19/2023
Complaint: ********
I am rejecting this response because:
I was not provided a pickup box. Further hassles from under Armour not doing the right thing. I asked for a box never got a replay.
Sincerely,
Kyle *******Business Response
Date: 09/21/2023
Hi Team,
I reviewed the consumer's response and want to provide more information. The consumer emailed our internal *ystem on 9/19 at 8:56 AM asking for a box for the return, unfortunately we do not provide any packaging only the prepaid label. I replied to the consumer's email on 9/19 at 7:33 PM, within 12 hours of the email being received. I confirmed we provide a prepaid return label and the consumer can either use the original packaging the order was *hipped in otherwise they will need to obtain a box for the return. I'm not *ure what further accommodations are needed as I have already emailed a return label to the consumer twice now as well as provided a direct link for the consumer to *chedule a FedEx pick up *ince he cannot drop the return off to Fedex himself.
Best,
Lauren *
Bureau Response
Date: 09/21/2023
Kyle *******
*** ****** **
************* *****
Dear Kyle *******:
This message is in regard to your complaint *ubmitted on 9/10/2023 against Under Armour, Inc.. Your complaint was assigned ID *********BBB has received a formal response
from Under Armour, Inc.. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.
Please be *ure to indicate whether the business' response is *atisfactory or not and how you would like to proceed in this matter.
If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
To access/respond to this complaint online:
Go to: ****************
Enter the following code: **************Sincerely,
Heather ******
Dispute Resolution *pecialist
*************************
Phone: ###-###-####
MESSAGE FROM BUSINESS:Hi Team,
I reviewed the consumer's response and want to provide more information. The consumer emailed our internal *ystem on 9/19 at 8:56 AM asking for a box for the return, unfortunately we do not provide any packaging only the prepaid label. I replied to the consumer's email on 9/19 at 7:33 PM, within 12 hours of the email being received. I confirmed we provide a prepaid return label and the consumer can either use the original packaging the order was *hipped in otherwise they will need to obtain a box for the return. I'm not *ure what further accommodations are needed as I have already emailed a return label to the consumer twice now as well as provided a direct link for the consumer to *chedule a FedEx pick up *ince he cannot drop the return off to Fedex himself.
Best,
Lauren *
Customer Answer
Date: 09/24/2023
Complaint: ********
I am rejecting this response because: Worst customer service ever even worse quality control. I would shop elsewhere and get a more quality product.
Sincerely,
Kyle *******Bureau Response
Date: 09/25/2023
Gemma ********
Under Armour, Inc.
**** **** ** *** ***
********* ** *****
Re: ID * ******** * Kyle *******
Dear Gemma ********:
Thank you for your cooperation in responding to the above consumer's complaint.
We forwarded your response to Kyle *******. The consumer notified our office that they are not satisfied. BBB has determined your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: “Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction.”
The text of your response may be publicly posted on BBB’s website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
We appreciate your cooperation in addressing this matter and hope we can be of service to you in the future.
Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-####Bureau Response
Date: 09/25/2023
Kyle *******
*** ****** **
********** ** *****
Dear Kyle *******,
This message is regarding Complaint ID * ********* Under Armour, Inc.
Your complaint is closed for one of the following reasons:
We understand you are NOT satisfied with the business'sresponse, and have noted your dissatisfaction in our files. While we were unable to reach your desired resolution, the business has provided your Better Business Bureau (BBB) with its position. This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."
OR
We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”
If this is the case, please reply to this email and for the complaint to be reopened so you can submit a response to the business. After your request is processed, you will receive an email asking for your response with a link to the complaint.
Please note, the text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.
We appreciate the opportunity to be of service, and sincerely hope you will contact us for future pre-purchase information.Sincerely,
Heather ******
Dispute Resolution Specialist
*************************
Phone: ###-###-#### MESSAGE FROM BUSINESS:Hi Team,
I reviewed the consumer's response and want to provide more information. The consumer emailed our internal system on 9/19 at 8:56 AM asking for a box for the return, unfortunately we do not provide any packaging only the prepaid label. I replied to the consumer's email on 9/19 at 7:33 PM, within 12 hours of the email being received. I confirmed we provide a prepaid return label and the consumer can either use the original packaging the order was shipped in otherwise they will need to obtain a box for the return. I'm not sure what further accommodations are needed as I have already emailed a return label to the consumer twice now as well as provided a direct link for the consumer to schedule a FedEx pick up since he cannot drop the return off to Fedex himself.
Best,
Lauren *
Initial Complaint
Date:08/31/2023
Type:Product IssuesStatus: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 never received my full refund amount which was $53.99Business Response
Date: 09/06/2023
Hi Shatiq,
Thank you for reaching out.
Your order was $53.99. The charges broken down are as follows: $32.40 for the gear that was ordered and $19.99 for the express shipping fee. Unfortunately shipping is non-refundable for returns as confirmed in our refund policy on ******. I have provided the link below where you can view this policy. Please let me know if you have any further questions. Your internal case number is 04098805.
***************************************************************************
Best regards,
****** *.
Sr CSR Lead
Under Armour, Inc. is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.